Help Desk Manager

1 month ago

Washington, United States Evolver Full time
Job DescriptionJob Description

Evolver Federal is seeking a Help Desk Manager to satisfy a requirement for a potential government client.

Responsibilities:

The Help Desk Manager will be responsible for:

 

  • The provision of direction and supervision for all helpdesk staff who work on the phone, remote, and in-person support to users when it comes to computer system issues, email, directories, applications and more.
  • Assisting in troubleshooting hardware/software.
  • Managing all daily operations of the help desk and ensure that all issues are resolved in a timely manner.
  • Overseeing Tier 2 and Tier 3 support for the START software application.
  • Ensuring that each team sticks to service level agreements, assessment management, and maintenance of standard operating procedures.
  • All team functions and performance and must provide feedback and nurture a supportive working environment.
  • Managing the implementation of quality assurance processes with the IT Support operations to ensure compliance.
  • Performing incident management tasks and will assist the team with timely resolutions.
  • Configuring ServiceNow ITSM tool to align with business and ensure adherence to Service Level Agreements.

 

Basic Qualifications:

  • An Active Secret clearance required
  • Bachelor's degree in computer science, Information Systems, or Business; or the equivalent combination of education, technical training, or work experience
  • ITIL or Helpdesk Institute certification required - or the equivalent
  • 5 years of experience in an IT helpdesk or customer service role required
  • 2 years of experience in a leadership management position and proven experience managing remote teams

 

Preferred Qualifications:

  • Deep understanding of ITIL process, ITSM tools, data analysis, and IT operations best practices
  • Deep understating of the common hardware and software that comes along with helpdesk infrastructure
  • Experience using out of the box help desk/service desk ticketing required - with ServiceNow ITSM tool experience
  • Deep and demonstrated ability to collaborate effectively with diverse reams across different time zones while promoting a culture of continuous improvement
  • Experience with advanced troubleshooting skills and the ability to analyze complex issues
  • Proven experience managing complex IT projects, including the planning and monitoring of projects and experience using project management tools
  • Experience handling and resolving customer issues professionally and effectively
  • Excellent verbal and written communication skills
  • Ability to adapt quickly to any changes in technology and willingness to continue to learn as technology evolves


 

Evolver Federal is an equal opportunity employer and welcomes all job seekers. It is the policy of Evolver Federal not to discriminate based on race, color, ancestry, religion, gender, age, national origin, gender identity or expression, sexual orientation, genetic factors, pregnancy, physical or mental disability, military/veteran status, or any other factor protected by law.

Company DescriptionEvolver is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.Company DescriptionEvolver is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

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