Help Desk Manager

1 week ago

Washington, United States Harmonia 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:

  1. Queue Management: Oversee the ticket queue, ensuring prompt assignment and resolution of incidents, service requests, and tasks in alignment with Service Level Agreements (SLAs).
  2. Priority Handling: Prioritize tickets based on urgency, impact, and criticality, adjusting workload distribution as needed to meet operational requirements.
  3. Monitoring and Escalation: Monitor ticket progress, escalating as necessary to ensure timely resolution and customer satisfaction.
  4. Technical Coordination: Collaborate with technical staff to provide support and guidance on ticket resolution, ensuring adherence to best practices and procedures.
  5. Data Analysis: Conduct regular reviews of ticketing system data to identify trends, areas for improvement, and opportunities to optimize service delivery.
  6. Stakeholder Collaboration: Work closely with stakeholders to gather feedback, address concerns, and implement process enhancements to elevate service quality.
  7. Reporting: Generate reports and metrics on ticket performance, highlighting key performance indicators and areas for improvement.
  8. Escalation Point: Serve as a point of contact for escalations, offering guidance and support to resolve complex issues and meet customer expectations.
  9. ITIL Practices: Maintain proficiency in ITIL practices and methodologies, applying principles to streamline service desk operations and enhance efficiency.
  10. Team Leadership: Foster a positive work environment within the service desk team, promoting collaboration, professionalism, and ongoing learning opportunities.
Qualifications:
  1. Bachelor's degree or Associates Degree.
  2. Minimum of 2 years of experience in IT service management or service desk operations, with a focus on ticket management and queue prioritization.
  3. Active Top Secret clearance with eligibility for Sensitive Compartmented Information (SCI) access.
  4. Strong understanding of ITIL practices, including incident, problem, and change management.
  5. Experience with ticketing systems (e.g., ServiceNow, Remedy) and proficiency in generating reports and metrics.
  6. Excellent communication and interpersonal skills, with the ability to engage effectively with technical staff, stakeholders, and customers.
  7. Strong analytical and problem-solving abilities, with a commitment to driving continuous improvement and service excellence.
  8. Ability to thrive in a fast-paced, dynamic environment, managing competing priorities and meeting deadlines.
  9. Leadership qualities, including the ability to inspire and motivate team members to achieve shared objectives.
  10. 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

As per the Executive Order on Ensuring Adequate Covid Safety Protocols for Federal Contractors and regulations as detailed by www.saferfederalworkforce.gov , it is recommended that all federal government contractors be vaccinated against Covid-19, unless approved for an exemption/ accommodation on the basis of a sincerely held religious belief or medical circumstance.

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 vision insurance options
  • 100% employer-sponsored STD, LTD, and life insurance
  • Veterans Cohort
  • Gym membership reimbursement
  • 401(k) matching
  • Dollar-for-dollar 501(c)(3) donation matching
  • Flexible-schedules and teleworking options
  • Paid holidays and Flexible Paid Time Off
  • Adoption Expense Reimbursement
  • Paid Parental Leave
  • Professional development and career growth opportunities and paid training days
  • Employer-sponsored Employee Assistance Program for employee and family
  • Team and company-wide events, recognition, and appreciation and so much more

Check out our LinkedIn, Facebook, and Instagram to find out a little more about who we are and if we are the right next step for your career

Harmonia is an Equal Opportunity Employer providing equal employment opportunity to all employees and applicants for employment without regard to race, color, religion, national origin, age, gender, gender identity, sexual orientation, disability, or genetics. Harmonia does and will take affirmative action to employ and advance in employment individuals with disabilities and protected veterans. To perform the above job successfully, an individual must possess the knowledge, skills, and abilities listed; meet the education and work experience required; and must be able to perform each essential duty and responsibility satisfactorily. Other duties in addition to those listed may be assigned as necessary to meet business needs. Reasonable accommodation will be made to enable an applicant with a disability to successfully apply for and/or perform the essential duties of the job. If you are in need of an accommodation, please contact HR@harmonia.com.

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