MSP Service Desk Manager

2 weeks ago


Sterling, United States Solvere OneHouseCall Full time
Job DescriptionJob Description

About the Company

Solvere One has established a top-level brand focusing on network security and proactive management solutions as a chosen IT services and consulting provider. Solvere One focuses on corporate partnership, proactively managing technology that proves vital for business productivity and growth while reducing the cost of IT ownership. We provide executive-level, white-glove support.

We offer competitive compensation and an extraordinary benefits package, including health, dental, vision insurance, 401K, flexible spending accounts, metro benefits, paid holidays, three weeks of paid time off, and more.

Job Description:

Solvere One is seeking an experienced Service Desk Manager to manage their growing team of IT Technicians. This role trains and manages the Technicians to service various clients. Responsibilities are listed but not limited to the following.

Essential Responsibilities

  • Manage the company helpdesk to ensure that all tickets are responded to and resolved promptly according to the company's standard operating procedures.
  • Train and manage/support help desk technicians, including conducting Employee Performance Evaluations.
  • Develop and monitor a technical learning path for technicians and mentor the technicians to ensure consistent learning and growth.
  • Guide technicians in troubleshooting IT issues
  • Set and model specific customer service standards
  • Coordinate all onsite technician visits to client locations
  • Monitor how the technicians are communicating with clients to ensure consistent professional quality, meeting company standards
  • Ensure that the technicians have communicated with Clients as to the status of Helpdesk tickets and requesting from Clients any additional information needed from the client
  • Monitor ticket volume and performance metrics while supporting the team in exceeding expectations, including corrective action if necessary
  • Establish processes and procedures for efficient IT practices
  • Assist in communicating with clients on technical issues, where appropriate, in ensuring the client understands any issue at hand, possible options for resolution, and expectation of time to resolution
  • Conduct daily/weekly stand-up meetings and other routine team meetings
  • Provide reports to management regarding departmental performance statistics and metrics
  • Provide customer feedback to appropriate internal teams
  • Other duties as assigned

Experience Required: 

  • Network configuration and troubleshooting 
  • Hardware support and troubleshooting 
  • SAN management 
  • HyperV and VMware ESX 
  • Microsoft Exchange Additional Qualifications: 
  • Web presence management 
  • Apple/Mac support
  • Broad experience in various IT areas (e.g., Windows desktop environment, Active Directory, mobile authentication tools, remote desktop tools, etc.) - is preferred over limited experience in one area only.
  • Excellent communication, presentation, and interpersonal skills with both technical teams and non-technical business leaders
  • Triage and appropriately escalate complex issues to Tier 2, Tier 3, and Management.
  • Proactively monitor client technology infrastructure to identify and resolve issues before downtime occurs.
  • A self-motivated, proactive, and results-driven approach

This position is NOT entirely a desk job. Employees will be expected to interact with clients daily in various capacities and are required to travel within Northern Virginia. Professionalism and courteousness are necessary. Excellent verbal and written communication skills are required.

We do provide technical training in several areas where a foundation already exists.  Our principal requirement, however, is that every applicant is proficient in general systems administration support.

Powered by JazzHR

ozc52erOWQ



  • Sterling, United States Inova Health System Full time

    The IS Service Desk Knowledge Management Analyst is responsible for the knowledge management process within ServiceNow and keeps the knowledge articles current with subject matter experts (SMEs) in order to minimize service desk escalation to tier 2 teams. Assists with taking calls during high call volume surges. Job Responsibilities: Owner of the Knowledge...


  • Sterling, United States Inova Health System Full time

    The IS Service Desk Knowledge Management Analyst is responsible for the knowledge management process within ServiceNow and keeps the knowledge articles current with subject matter experts (SMEs) in order to minimize service desk escalation to tier 2 teams. Assists with taking calls during high call volume surges. Job Responsibilities: Owner of the...

  • Service Desk Manager

    2 weeks ago


    Sterling, United States Solvere OneHouseCall Full time

    About the Company Solvere One has established a top-level brand focusing on network security and proactive management solutions as a chosen IT services and consulting provider. Solvere One focuses on corporate partnership, proactively managing technology that proves vital for business productivity and growth while reducing the cost of IT ownership....


  • Sterling, United States Solvere OneHouseCall Full time

    Job DescriptionJob DescriptionAbout the CompanySolvere One has established a top-level brand focusing on network security and proactive management solutions as a chosen IT services and consulting provider. Solvere One focuses on corporate partnership, proactively managing technology that proves vital for business productivity and growth while reducing the...


  • Sterling, United States Solvere OneHouseCall Full time

    About the Company Solvere One has established a top-level Managed Service Provider (MSP) brand that focuses on network security and proactive management solutions as a chosen IT services and consulting provider. Solvere One focuses on corporate partnerships, proactively managing technology that proves vital for business security, productivity, and growth...


  • Sterling, United States Solvere OneHouseCall Full time

    Job DescriptionJob DescriptionAbout the CompanySolvere One has established a top-level Managed Service Provider (MSP) brand that focuses on network security and proactive management solutions as a chosen IT services and consulting provider. Solvere One focuses on corporate partnerships, proactively managing technology that proves vital for business...


  • Sterling, United States K2 Staffing Full time

    Job DescriptionJob DescriptionSummary  Our client is a leading IT Solutions Company located in the Dulles, VA area (Ashburn and Sterling, VA) and they are in need of a IT Technical Support Manager.  A qualified candidate would have both proven experience with technology and outstanding personal communication skills. You should enjoy building solutions...


  • Sterling, United States K2 Staffing, LLC Full time

    Job DescriptionJob DescriptionSummaryOur client is a leading IT Solutions Company located in the Dulles, VA area (Ashburn and Sterling, VA) and they are in need of a IT Technical Support Manager. A qualified candidate would have both proven experience with technology and outstanding personal communication skills. You should enjoy building solutions that...


  • Sterling, United States Bedi Dental Group Full time

    Job DescriptionJob DescriptionFront Desk Coordinator needed for growing practice. We need a motivated person who has great customer service skills in person and on the phone, is detailed oriented and is an excellent communicator and team player. We offer a good Mon-Fri schedule (NO WEEKENDS), good compensation plus full benefits available.


  • Sterling, United States TechWish Full time

    Antra Inc, is looking to add a highly organized, detail-oriented Administrative Assistant/ Front Desk Receptionist to provide support to our main office. We are looking for someone excited about joining a growing company in a fast-paced environment. The ideal candidate for this position should have a great attitude, high-energy and outstanding people skills....


  • Sterling, United States Harris Geospatial Solutions Full time

    Job Title: Sr Assoc, Tier 1 HelpDesk Support-Engineering Services Job Code: 8942 Job Location : Dulles, VA Job Description : Sr Associate will be responsible for Tier I support for external US DoD, Fed/State/Local Government agencies and Foreign Military end users of Government Iridium SATCOM services. Individual will be on-site full time. As an essential...


  • Sterling, United States Cynet Systems Full time

    Got Questions: Email us at ihire.us@cynetcorp.comWhat will you be doing day to day?Responsible for managing and penetrating existing and new accounts and fulfilling client staffing needs within minimal time.P&L Management, develop and maintain strategic account plan.Ensure continuous client satisfaction.Make regular onsite visits with clients and build...


  • Sterling, United States Cynet Systems Full time

    Got Questions: Email us at ihire.us@cynetcorp.comWhat will you be doing day to day?Responsible for managing and penetrating existing and new accounts and fulfilling client staffing needs within minimal time.P&L Management, develop and maintain strategic account plan.Ensure continuous client satisfaction.Make regular onsite visits with clients and build...

  • Training Manager

    2 weeks ago


    Sterling, United States Mosaic Pharmacy Service Full time

    Job DescriptionJob DescriptionSalary: Company Profile Medicines are powerful—they can prevent and heal disease, but they can also be costly, ineffective, or even harmful if not prescribed and taken correctly. The team at Mosaic Pharmacy Service is helping people get more from their medicines™.   Mosaic Pharmacy Service is a “closed door” pharmacy...


  • Sterling, United States International Display Systems Inc Full time

    Job Description Job Description We are looking for a Field Service Engineer (FSE) to join our Mid-Atlantic Operations Team to help deliver IDS Passenger Information Display Systems (PIDS) products and services to our airport and mass transit clients. Your primary responsibilities as an IDS FSE are to provide Systems Integration and On-Site/Remote Technical...


  • Sterling, United States International Display Systems, Inc. Full time

    Job DescriptionJob DescriptionWe are looking for a Field Service Engineer (FSE) to join our Mid-Atlantic Operations Team to help deliver IDS Passenger Information Display Systems (PIDS) products and services to our airport and mass transit clients.  Your primary responsibilities as an IDS FSE are to provide Systems Integration and On-Site/Remote...

  • Service Advisor

    2 weeks ago


    Sterling, United States AutoNation Honda Dulles Full time

    Overview: At AutoNation, doing whats right by the customer comes standard at 300 locations coast to coast, so its no wonder we have served over 10 million happy customers. As a Service Advisor, youll be part of a nationwide team servicing 20,000 cars a day and building customer loyalty that spans generations. Along with your communication skills and...

  • Travel Ultrasound

    1 week ago


    Sterling, United States AlliedTravelCareers Full time

    AlliedTravelCareers is working with FlexCare Medical Staffing to find a qualified Ultrasound in Sterling, Colorado, 80751!Pay Information$2,616 per weekAbout The PositionFlexCare is a nationwide leader in the staffing of travel nurses and clinicians. With access to thousands of facilities around the country, our mission is to deliver premier travel staffing...


  • Sterling, United States The Misch Group Full time

    **Responsibilities** As a Customer Support Specialist, you will deliver customer satisfaction by resolving technical issues and meeting end-users' needs. Here are some of the primary responsibilities you will have as a Customer Support Specialist: - Make outbound service calls to customers. - Record all information accurately in the CRM ticketing tool. -...

  • Front Desk

    1 week ago


    Sterling, United States Marriott International Full time

    Additional Information Pay: $18.11/hour, Must Have Valid Drivers License, Mostly Evening Shift (2pm-11pm), Open Availability Job Number 24078422 Job Category Rooms & Guest Services Operations Location Courtyard Dulles Town Center, 45500 Majestic Drive, Dulles, Virginia, United States VIEW ON MAP Schedule Full-Time Located Remotely? N Relocation?...