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Help Desk Manager

4 months ago

Washington, United States Harmonia Holdings Group, LLC Full time

Harmonia Holdings Group, LLC is an award-winning minority and female owned federal government contractor committed to providing innovative, high-performing solutions to our government clients and focused on fostering a workplace that encourages growth, initiative, creativity, and employee satisfaction.

**Job Summary**: As the **Help Desk Manager**, you will lead the day-to-day operations of the Service Desk, ensuring efficient incident resolution, service request fulfillment, and task management. Based on-site in Washington, DC, you will oversee the ticket queue, prioritize tasks, and collaborate with technical teams to deliver timely solutions and exceptional customer service. This role requires an active Top Secret clearance with eligibility for Sensitive Compartmented Information (SCI) access.

**Responsibilities**:

- **Queue Management**: Oversee the ticket queue, ensuring prompt assignment and resolution of incidents, service requests, and tasks in alignment with Service Level Agreements (SLAs).
- **Priority Handling**: Prioritize tickets based on urgency, impact, and criticality, adjusting workload distribution as needed to meet operational requirements.
- **Monitoring and Escalation**: Monitor ticket progress, escalating as necessary to ensure timely resolution and customer satisfaction.
- **Technical Coordination**: Collaborate with technical staff to provide support and guidance on ticket resolution, ensuring adherence to best practices and procedures.
- **Data Analysis**: Conduct regular reviews of ticketing system data to identify trends, areas for improvement, and opportunities to optimize service delivery.
- **Stakeholder Collaboration**: Work closely with stakeholders to gather feedback, address concerns, and implement process enhancements to elevate service quality.
- **Reporting**: Generate reports and metrics on ticket performance, highlighting key performance indicators and areas for improvement.
- **Escalation Point**: Serve as a point of contact for escalations, offering guidance and support to resolve complex issues and meet customer expectations.
- **Team Leadership**: Foster a positive work environment within the service desk team, promoting collaboration, professionalism, and ongoing learning opportunities.

**Qualifications**:

- Bachelor's degree or Associates Degree.
- Minimum of 2 years of experience in IT service management or service desk operations, with a focus on ticket management and queue prioritization.
- Active Top Secret clearance with eligibility for Sensitive Compartmented Information (SCI) access.
- Strong understanding of ITIL practices, including incident, problem, and change management.
- Experience with ticketing systems (e.g., ServiceNow, Remedy) and proficiency in generating reports and metrics.
- Excellent communication and interpersonal skills, with the ability to engage effectively with technical staff, stakeholders, and customers.
- Strong analytical and problem-solving abilities, with a commitment to driving continuous improvement and service excellence.
- Ability to thrive in a fast-paced, dynamic environment, managing competing priorities and meeting deadlines.
- Leadership qualities, including the ability to inspire and motivate team members to achieve shared objectives.
- Preferred Certifications: ITIL Foundation, HDI Support Center Manager, or similar certifications are preferred.

**Additional Requirements**:

- Must be able to obtain and maintain an SCI clearance.
- Flexible working hours, including availability for on-call duty and occasional weekend work.
- Willingness to undergo additional training as required.
- Ability to travel domestically and internationally as needed.

**Location**:Onsite in Washington, DC**

LI- _____________________________________________________

Here at Harmonia we are pleased to have been repeatedly recognized for our outstanding work culture, the innovative work we do, and the employees on our team who make a difference each day. Some of these recognitions include:

- Recognized as a Top 20 "Best Place to Work in Virginia"
- Recipient of Department of Labor's HireVets Gold Medallion
- Great Place to Work Certification for five years running
- A Virginia Chamber of Commerce Fantastic 50 company
- A Northern Virginia Technology Council Tech 100 company
- Inc. 5000 list of fastest growing companies for eleven years
- Two-time SBA SBIR Tibbett's Award winner
- Virginia Values Veterans (V3) Certification

We recognize that every bit of our success is the result of our teams of hard-working, motivated, and innovative professionals who are proud to call themselves part of the Harmonia family In addition to competitive compensation, a family-focused culture, and a dynamic, productive work environment, we offer all full-time employees a variety of benefits including, but not limited to
- Traditional and HSA- eligible medical insurance plans w/ Wellness Incentives for employees and family
- 100% employer-paid dental and vis