Help Desk Coordinator

We are seeking a skilled and experienced IT Manager to lead our Helpdesk team of approximately 15 professionals. As the IT Manager, you will be responsible for overseeing the day-to-day operations of our helpdesk and ensuring the delivery of efficient and effective technical support to our internal employees. This is a critical role that requires strong leadership, technical expertise, and exceptional communication skills.

Primary Responsibilities:

• Manage and mentor a team of approximately 15 helpdesk technicians, providing guidance, support, and professional development opportunities
• Monitor and prioritize helpdesk tickets to ensure timely resolution of technical issues
• Collaborate with cross-functional teams to identify and address recurring problems, implementing long-term solutions to improve overall system performance and user experience
• Develop and maintain helpdesk policies, procedures, and documentation, ensuring alignment with industry best practices
• Oversee the procurement and maintenance of hardware, software, and other technical equipment necessary for effective helpdesk operations
• Stay up-to-date with emerging technologies and trends in the IT industry, recommending and implementing innovative solutions to enhance the helpdesk function
• Monitor helpdesk performance metrics, generate reports, and present findings to senior management
• Foster a positive and collaborative work environment, promoting teamwork, open communication, and a customer-focused mindset within the helpdesk team
• Other duties as assigned

• Secret Clearance MUST HAVE
• 5 year minimum managing IT Helpdesk Operations within a DoD environment.
• Minimum of IAT Level II (Sec+), CISSP preferred
• Written and verbal communication skill, to include presentation development to senior ranking government officials.