Help Desk Manager with Security Clearance

Found in: Dice One Red US C2 - 1 week ago


Colorado Springs, United States Mission Services LLC (MSI) Full time
Job Description:
Summary:
As a Help Desk Manager at, you will lead and manage a team of IT support professionals responsible for providing excellent customer service and technical assistance to end-users. You will play a critical role in ensuring the efficient resolution of IT issues and the overall satisfaction of our user community.
Responsibilities:
Team Leadership:
Supervise, mentor, and develop a team of help desk technicians and support staff.
Assign tasks, set performance objectives, and provide guidance and support to team members.
Service Desk Operations:
Oversee the daily operations of the help desk, ensuring timely response to user inquiries and issues.
Experience with BMC Remedy for service desk management support activities.
Monitor the service desk ticketing system and ensure tickets are resolved within established service level agreements (SLAs).
Customer Service:
Promote a customer-focused approach within the help desk team.
Handle escalated customer inquiries and complaints, striving for prompt resolution and satisfaction.
Technical Support:
Assist team members in troubleshooting and resolving complex technical issues.
Stay updated on IT industry trends and technologies to support continuous improvement.
Process Improvement:
Develop and refine help desk processes and procedures to enhance efficiency and service quality.
Implement best practices for incident management and problem resolution. Documentation and Reporting:
Maintain accurate records of help desk activities, including ticket status, resolution details, and user feedback.
Generate reports on help desk performance and user satisfaction.
Vendor and Resource Management:
Manage relationships with IT vendors and service providers, including procurement of hardware and software.
Ensure the availability of necessary resources, tools, and software for the help desk team.
User Training and Communication:
Develop and deliver training materials to help end-users resolve common IT issues independently.
Communicate IT updates, outages, and maintenance activities to the user community.
Qualifications:
Strong technical knowledge of computer systems, software, and hardware.
Excellent leadership, problem-solving, and decision-making skills.
Customer-focused mindset with strong communication and interpersonal abilities.
Proficiency in help desk ticketing systems and IT service management (ITSM) tools.
ITIL or relevant certifications are a plus.
Ability to work in a fast-paced environment and manage multiple priorities.
Education/Experience: At least 5 years of proven Help Desk Manager experience.
Security Clearance: Active US Government Secret
Certifications: Verifiable CompTIA Security + certification
Duty Location: Colorado Springs, Colorado
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