Help Desk Manager

3 weeks ago


Bethesda, United States AAC Full time

The Help Desk Manager will provide daily supervision and direction to Help/Service Desk staff who are responsible for providing support to customers via phone, in person, and through remote support channels. This individual will be responsible for formulating and enforcing performance work standards; assigning work schedules; reviewing work discrepancies; supervising contractor personnel; and communicating policies, purposes, and objective of the contract Statement of Work to the team's assigned staff. The Help Desk Manager reports to the Program Manager.

Responsibilities include, but are not limited to:

* Promote a service-oriented culture within the Service Desk.
* Manage Service Desk personnel in the performance of daily responsibilities.
* Maintain the SOPs used within the Service Desk.
* Managing Service Desk ticket workflow.
* Coordinate changes with incident and problem management processes.
* Define and implement new or improved operating practices.
* Provide resource capacity management to ensure sufficient personnel are available to meet defined service levels.
* Addressing areas where Service Desk service level targets have not been met.
* Respond to instances of customer dissatisfaction and make appropriate recommendations for improvement.
* Delivering management level reporting.
* Managing the Service Desk incident process, including queue management, problem management, ticket life cycle management, ticket closure, root cause, trending, knowledge management.
* Ensuring efficient flow of tickets through Tiers 1 - Tier 3.
* Producing management information, including Key Performance Indicators (KPIs) and reports, and performing trend analysis.
* Tracking incidents escalated by the service desk to other queue owners and monitoring for closure / coordinate activities between multiple support groups to ensure Service Desk incidents are resolved.

Required Experience

* Minimum 5 years of experience managing enterprise Service/Help Desk operations and supervising personnel in an environment similar in size and scope with stringent SLAs.
* Thorough knowledge fulfilling requests and resolving incidents related to end user technologies involving laptops (Windows and Mac), printers, mobile devices, Windows 10 and 11, Active Directory, SharePoint, Teams, and O365.
* Demonstrated excellence in performing Incident and Problem Management for organization of similar size and scope.
* Comprehensive knowledge of ServiceNow or similar ITSM software, including the ability to create ad hoc reports, manage work/ticket queues, and workflow automation.
* Strong interpersonal and time management skills and must have the ability to adapt and prioritize work in a dynamic environment.
* Ability to effectively communicate verbally and electronically to various levels of staff with various levels of understanding of technology.
* Experience supporting high priority and VIP tickets
* Must be able to lead, inspire, and mentor a multi-disciplined team of both on-site and remote staff.
* HDI Help Desk Manager, Desktop Support Manager, or Support Center Manager certification is required.
* Must have one or more of the following or other relevant certifications: MTA, MCSA, MSCE, ACSP, Microsoft Endpoint Administrator, Associate in Project Management.
* ITIL v3 Foundations or ITIL 4 certification is preferred.
* Must be able to obtain agency suitability clearance prior to start date.


  • Help Desk Team Lead

    7 days ago


    Bethesda, Maryland, United States BTI Full time

    About BTIWe're a dynamic company that provides innovative solutions for businesses in Upper Marlboro MD. Our mission is to deliver exceptional technology services, and we're looking for an experienced IT Support Manager to join our team in Bethesda Maryland.Job Summary:Lead a team of Help Desk staff providing technical support to customers.What We Offer:An...


  • Bethesda, Maryland, United States BTI Full time

    Job SummaryWe are seeking a highly skilled Service Desk Operations Manager to lead our Help Desk team in Bethesda, Maryland. The successful candidate will provide daily supervision and direction to staff members who deliver support via phone, in-person, and remote channels.ResponsibilitiesDevelop and enforce performance work standards for the Help Desk...


  • Bethesda, United States System One Full time

    Enterprise Service Desk Manager Arlington VA Must be US Citizen per client Responsibilities: This role offers the opportunity to participate in the Management of a Federal IT Service Desk. We are seeking a highly skilled and motivated IT Service Desk Tower Lead to lead our IT support team. As the IT Service Desk Tower Lead, you will be responsible for...


  • Bethesda, United States ALTA IT Services Full time

    Enterprise Service Desk Manager Arlington VA Must be US Citizen per client Responsibilities: This role offers the opportunity to participate in the Management of a Federal IT Service Desk. We are seeking a highly skilled and motivated IT Service Desk Tower Lead to lead our IT support team. As the IT Service Desk Tower Lead, you will be...


  • Bethesda, Maryland, United States Sage Hospitality Full time

    The Sage Hospitality Group is seeking a highly skilled Front Desk Operations Manager to join our team at the Embassy Suites by Hilton Bethesda. As a key member of our front office staff, you will be responsible for ensuring an efficient operation that provides exceptional results for our customers.The ideal candidate will have at least 1 year of experience...


  • Bethesda, Maryland, United States AAC Full time

    Job ResponsibilitiesPromote a customer-centric culture within the Service Desk.Manage Service Desk staff in the performance of their daily responsibilities.Maintain Standard Operating Procedures (SOPs) used within the Service Desk.Manage Service Desk ticket workflow, ensuring efficient processing and resolution.C coordinate changes with incident and problem...


  • Bethesda, Maryland, United States Cohere Technology Group LLC Full time

    Job DescriptionCohere Technology Group LLC is seeking a highly skilled IT Service Desk Expert to join our team. As a Help Desk Specialist, you will be responsible for providing expert technical support to our clients.The ideal candidate will have 5 years of relevant experience, a TS/SCI clearance with FSP, and command of Microsoft Windows Applications. They...

  • Front Desk Manager

    3 weeks ago


    Bethesda, Maryland, United States Aramark Full time

    Job OverviewWe are seeking a dedicated and customer-focused Front Desk Manager to join our team. As a key member of our hospitality team, you will be responsible for ensuring exceptional guest experiences through proactive reservation management, seamless registration processes, and prompt issue resolution.The ideal candidate will possess excellent...


  • Bethesda, MD, United States ALTA IT Services Full time

    Enterprise Service Desk Manager Arlington VA Must be US Citizen per client Responsibilities: This role offers the opportunity to participate in the Management of a Federal IT Service Desk. We are seeking a highly skilled and motivated IT Service Desk Tower Lead to lead our IT support team. As the IT Service Desk Tower Lead, you will be...

  • IT Service Desk Intern

    24 hours ago


    Bethesda, United States Cystic Fibrosis Foundation Full time

    The Cystic Fibrosis Foundation is a leading healthcare nonprofit organization like no other. For decades, we have been taking major steps and pioneering new ways to advance the mission to find a cure for cystic fibrosis and to provide all people with CF the opportunity to lead long, fulfilling lives by funding research and drug development, partnering with...


  • Bethesda, MD, United States System One Full time

    Enterprise Service Desk Manager Location: Arlington VA Must be US Citizen per client Responsibilities: This role offers the opportunity to participate in the Management of a Federal IT Service Desk. We are seeking a highly skilled and motivated IT Service Desk Tower Lead to lead our IT support team. As the IT Service Desk Tower Lead, you will be...

  • IT Support Manager

    7 days ago


    Bethesda, Maryland, United States BTI Full time

    Job OverviewBTI, a leading provider of Business Technology Integrations in Upper Marlboro MD, is seeking an experienced IT Support Manager for a position in Bethesda Maryland.Responsibilities:Supervise and direct a team of Help Desk staff providing support to customers via phone, in person, and through remote channels.Formulate and enforce performance work...

  • Front Desk Concierge

    2 months ago


    Bethesda, United States Congressional Country Club Full time

    Do you have a passion for making everyone's day better?Have you ever been told you smile a lot?Do you like teammates who rely on you to support them?Does being the first and last impression excite you? If you answered yes to all the questions above, then you should know that Congressional Country Club is seeking a Front Desk Concierge. The Concierge will...

  • Front Desk Supervisor

    4 months ago


    Bethesda, United States Sage Hospitality Full time

    Why us?: Sage Hospitality Group is in search of a Front Desk Supervisor to join the Front Desk Team at the Embassy Suites by Hilton Bethesda. Are you looking for a place that will inspire and challenge you? Let us be that place, as we show you the joys of working in hospitality! This Embassy Suites by Hilton is a gateway to Bethesda, Rockville and the lively...


  • Bethesda, Maryland, United States General Dynamics Information Technology Full time

    Transform technology into opportunities with General Dynamics Information Technology (GDIT). Our company specializes in delivering consulting, technology, and mission services to major agencies across the U.S. government, defense, and intelligence communities.


  • Bethesda, United States RWD Consulting, LLC Full time

    CDO DESK CUSTOMER SERVICE REPRESENTATIVE Qualifications: 1. Shall have one year of experience in the hospitality service industry or equivalent work. 2. Must be able to communicate fluently in English and have the ability to comprehend verbal and/or written transport instruction. 3. Must be proficient in the use of Microsoft Word and Excel and have...


  • Bethesda, United States RWD Consulting, LLC Full time

    CDO DESK CUSTOMER SERVICE REPRESENTATIVEQualifications: 1. Shall have one year of experience in the hospitality service industry or equivalent work.2. Must be able to communicate fluently in English and have the ability to comprehend verbal and/or written transport instruction.3. Must be proficient in the use of Microsoft Word and Excel and have excellent...


  • Bethesda, United States RWD Consulting, LLC Full time

    CDO DESK CUSTOMER SERVICE REPRESENTATIVEQualifications: 1. Shall have one year of experience in the hospitality service industry or equivalent work.2. Must be able to communicate fluently in English and have the ability to comprehend verbal and/or written transport instruction.3. Must be proficient in the use of Microsoft Word and Excel and have excellent...

  • Front Desk Agent

    4 weeks ago


    Bethesda, United States Crescent Services Full time

    At Crescent Hotels & Resorts, we are a team of hospitality professionals that are deeply connected to & proud of the exceptional experiences we provide for our guests. More than that, we know our Associates are the shining stars of what we do! We are looking for our next great team member to join us on our Front Office team at the Bethesdan Hotel, Tapestry...


  • Bethesda, Maryland, United States BTI Full time

    Job DetailsWe're seeking an experienced IT Support Manager for a position in Bethesda Maryland.Key Responsibilities:Supervise and direct a team of Help Desk staff.Assign work schedules, review discrepancies, and supervise contractor personnel.Requirements:A Bachelor's degree in Computer Science, Information Systems, Engineering, Business, or related...