IT Help Desk Manager
2 weeks ago
Details:
IT Help Desk Manager
Location: Onsite (Limited Remote Flexibility)
We're on the lookout for a dedicated IT Help Desk Manager to join our team. In this role, you'll report directly to the Head of IT and play a pivotal role in ensuring the seamless operation of our IT helpdesk. This position offers both hands-on technical leadership and managerial responsibilities, driving the efficient delivery of IT support services.
Key Responsibilities:
- Daily Operations Oversight: Lead and manage the day-to-day activities of our IT helpdesk, ensuring that support is provided promptly and effectively.
- Policy and Procedure Development: Develop and implement IT policies and procedures that align with the organization's operational needs, enhancing efficiency and compliance.
- Collaborative Engagement: Collaborate closely with various departments to gain insights into their IT requirements and ensure those needs are met comprehensively.
- Project Management: Take charge of IT projects related to system upgrades, installations, and configurations, contributing to the enhancement of our IT infrastructure.
- Compliance Assurance: Ensure strict compliance with industry regulations and standards pertaining to data security and privacy, safeguarding our sensitive information.
- Supervision of Outsourced Staff: Provide guidance and oversight for our outsourced helpdesk staff, ensuring their performance meets our high standards.
- Performance Reporting: Prepare detailed reports on helpdesk performance and system issues, presenting insights to senior management for informed decision-making.
- Educational Background: Possess a bachelor's degree in Information Technology, Computer Science, or a related field.
- Experience: Accumulate a minimum of 8 years of experience in IT support services, preferably within the biotech or pharmaceutical industry.
- Technical Proficiency: Demonstrate expertise in implementing and managing IT support tools and ticketing systems, with a preference for Freshworks.
- Industry Knowledge: Exhibit a strong grasp of IT systems, networks, and software commonly used in the biotech/pharmaceutical sector.
- Inventory Management: Manage inventory levels and ordering for stocked IT equipment, ensuring adherence to budgetary constraints.
- Onboarding/Offboarding: Possess experience in overseeing employee onboarding and offboarding processes related to IT asset provision and access management.
- Problem Solving: Showcase exceptional problem-solving skills, maintaining composure in high-pressure situations.
- Leadership Skills: Demonstrate effective leadership skills, with a dedication to achieving results.
- Customer-Centric Approach: Embrace a customer-centric mindset, focused on delivering exceptional service.
- Security Awareness: Be familiar with data privacy regulations and stay updated on cybersecurity best practices.
- Certifications: Possess certifications such as ITIL or similar, further enhancing your qualifications.
- Tech Stack Proficiency: Familiarity with O365, Active Directory, Azure, and Amazon Web Services (AWS) is a plus.
- Regulatory Knowledge: Knowledge of GxP (Good Practices) regulations in the pharmaceutical industry is beneficial.
- Document Management: Experience with access management in document management systems like SharePoint and Box.com adds value.
- Website Management: Background in website management is a desirable skill.
- Mobile Device Management: Proficiency in administrating mobile device management, particularly with Intune, is advantageous.
- Single Sign-On (SSO): Experience with single sign-on (SSO) solutions like OKTA is beneficial.
Job Requirements
-
Help Desk Analyst
2 weeks ago
Bethesda, United States latitude Full timeCompensation: $20-28/hr This is a 2 month contract with possibility of extension / full time. We are seeking a skilled Help Desk Analyst to join our team and provide technical support to users at the National Institutes of Health (NIH) campus in Bethesda, MD. The ideal candidate will have experience in supporting both MAC and Windows environments, possess...
-
Temporary Junior Help Desk
2 weeks ago
Bethesda, United States latitude Full timeResponsibilities: Technical Support: Provide timely and effective technical support to internal users via phone, email, or in-person. Assist users with hardware and software issues, network connectivity problems, and other IT-related concerns. Troubleshoot and resolve technical issues or escalate them to senior technicians as needed. Ticket Management: Log...
-
Help Desk Specialist with Security Clearance
4 weeks ago
Bethesda, United States Buchanan and Edwards Full timeDescription Seeking a Help Desk Specialist to join Our Luke Team! You will provide support on a team that provides a full spectrum of important IT-focused, enterprise-wide lifecycle support, including dev ops, applied technology investigations, operations and maintenance, and infrastructure lifecycle support services across the customer's enterprise. Our...
-
Computer Specialist
4 days ago
Bethesda, United States Tiag Full timeTIAG is currently hiring an onsite Help Desk Technician to support our team on an upcoming program based out of the Washington, DC region. This position requires a Secret level security clearance to be processed to start work, so US Citizenship is a requirement. This position is onsite 5 days per week. Position Responsibilities: S erve as the first point of...
-
Secret Cleared Help Desk
1 week ago
Bethesda, United States Insight Global Full timeInsight Global is looking to bring on a Secret cleared Help Desk Specialist to the team sitting out of Bethesda, MD in support of a federal client. The Help Desk Specialists will be responsible for the following:Receive tickets via ServiceNow ticketing system, prioritizing tasks and assignmentsServe as the first point of contact for customers reporting...
-
Secret Cleared Help Desk
1 week ago
Bethesda, United States Insight Global Full timeInsight Global is looking to bring on a Secret cleared Help Desk Specialist to the team sitting out of Bethesda, MD in support of a federal client. The Help Desk Specialists will be responsible for the following:Receive tickets via ServiceNow ticketing system, prioritizing tasks and assignmentsServe as the first point of contact for customers reporting...
-
Computer Specialist
5 days ago
Bethesda, United States Tiag Full timeTIAG is currently hiring an onsite Help Desk Technician to support our team on an upcoming program based out of the Washington, DC region. This position requires a Secret level security clearance to be processed to start work, so US Citizenship is a requirement. This position is onsite 5 days per week. Position Responsibilities: S erve as the first point...
-
Temp Entry Level Help Desk Technician
2 weeks ago
Bethesda, United States latitude Full timeJob Summary: We are seeking a Temp Entry Level/ Junior Help Desk Technician to join our IT team. The candidate responsibilities include physical phone migration, imaging new laptops for deployment, and decommissioning end-of-life systems (laptops and desktops). The Help Desk Technician will play a critical role in ensuring smooth and efficient IT operations...
-
Secret Cleared Help Desk Specialist
4 weeks ago
Bethesda, United States Insight Global Full timeRequirements:* 2+ Years troubleshooting Windows 7 and Windows 10 Operating Systems.*Tier 1/2 desktop support experience* Skilled with creating documentation and work instructions based on completed work.* Must have at least one of the following COMPTIA Certs: A+, Network+, Security+, etc.Nice to Have Skills & Experience* ITIL Certification.* ServiceNow...
-
Secret Cleared Help Desk Specialist
4 weeks ago
Bethesda, United States Insight Global Full timeRequirements:* 2+ Years troubleshooting Windows 7 and Windows 10 Operating Systems.*Tier 1/2 desktop support experience* Skilled with creating documentation and work instructions based on completed work.* Must have at least one of the following COMPTIA Certs: A+, Network+, Security+, etc.Nice to Have Skills & Experience* ITIL Certification.* ServiceNow...
-
Secret Cleared Help Desk Specialist
4 weeks ago
Bethesda, United States Insight Global Full timeRequirements:* 2+ Years troubleshooting Windows 7 and Windows 10 Operating Systems.*Tier 1/2 desktop support experience* Skilled with creating documentation and work instructions based on completed work.* Must have at least one of the following COMPTIA Certs: A+, Network+, Security+, etc.Nice to Have Skills & Experience* ITIL Certification.* ServiceNow...
-
Secret Cleared Help Desk Specialist
7 days ago
Bethesda, United States Insight Global Full timeRequirements: 2+ Years troubleshooting Windows 7 and Windows 10 Operating Systems. *Tier 1/2 desktop support experience Skilled with creating documentation and work instructions based on completed work. Must have at least one of the following COMPTIA Certs: A+, Network+, Security+, etc. Nice to Have Skills & Experience ITIL Certification. ServiceNow...
-
Business Analyst Lead
2 weeks ago
Bethesda, United States Cohere Technology Group LLC Full timeJob DescriptionJob DescriptionCohere is looking for a Lead Business Analyst to join our team! Experience with the Software Development Lifecycle (SDLC) and software development using agile methodologies such as Scrum, DevOps, SAFe, etc., and experience managing Help Desk and providing training. You will join an advanced program to effectively manage...
-
Business Analyst Lead
2 weeks ago
Bethesda, United States Cohere Technology Group Full timeCohere is looking for a Lead Business Analyst to join our team! Experience with the Software Development Lifecycle (SDLC) and software development using agile methodologies such as Scrum, DevOps, SAFe, etc., and experience managing Help Desk and providing training. You will join an advanced program to effectively manage diverse teams and cross functional...
-
Business Analyst Lead
1 month ago
Bethesda, United States Cohere Technology Group LLC Full timeJob DescriptionJob DescriptionCohere is looking for a Lead Business Analyst to join our team! Experience with the Software Development Lifecycle (SDLC) and software development using agile methodologies such as Scrum, DevOps, SAFe, etc., and experience managing Help Desk and providing training. You will join an advanced program to effectively manage...
-
Business Analyst Lead
1 month ago
Bethesda, United States Acclaim Technical Services Full timeBusiness Analyst Lead (Help Desk/Trainer) - Bethesda – FSP Job Description:ATS is looking for a Lead Business Analyst to join our team! Experience with the Software Development Lifecycle (SDLC) and software development using agile methodologies such as Scrum, DevOps, SAFe, etc., and experience managing Help Desk and providing training. You will join an...
-
Business Analyst Lead
1 day ago
Bethesda, United States Acclaim Technical Services Full timeBusiness Analyst Lead (Help Desk/Trainer) - Bethesda - FSP Job Description:ATS is looking for a Lead Business Analyst to join our team! Experience with the Software Development Lifecycle (SDLC) and software development using agile methodologies such as Scrum, DevOps, SAFe, etc., and experience managing Help Desk and providing training. You will join an...
-
Help Desk Specialist SME
1 month ago
Bethesda, United States Acclaim Technical Services Full timeHelp Desk Specialist SME - Bethesda – FSP Job Description:ATS is seeking a Help Desk Specialist SME to join Our Team! You will provide support on a team that provides a full spectrum of important IT-focused, enterprise-wide lifecycle support, including dev ops, applied technology investigations, operations and maintenance, and infrastructure lifecycle...
-
Help Desk Specialist SME
2 days ago
Bethesda, United States Acclaim Technical Services Full timeHelp Desk Specialist SME - Bethesda - FSP Job Description:ATS is seeking a Help Desk Specialist SME to join Our Team! You will provide support on a team that provides a full spectrum of important IT-focused, enterprise-wide lifecycle support, including dev ops, applied technology investigations, operations and maintenance, and infrastructure lifecycle...
-
Help Desk Technician II with Security Clearance
2 weeks ago
Bethesda, United States 3 Reasons Consulting, LLC Full time3 Reasons Consulting is looking for a qualified Help Desk Technician to provide onsite support at Walter Reed National Military Medical Center, in Bethesda, MD. We’re seeking a customer service and support specialist with a working knowledge of the current desktop Microsoft Operating System and other software commonly utilized, to provide day-to-day...