IT Help Desk Manager

6 months ago


Bethesda, United States MSR Collective Full time
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.
Qualifications:
  • 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.
Preferred Skills:
  • 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

  • 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...

  • Help Desk Lead

    4 weeks ago


    Bethesda, United States LCG Full time

    Location: Rockville, MD (Hybrid) Required Clearance: Ability to obtain Public Trust LCG is a minority-owned technology consulting firm that has been a trusted partner to more than 40 federal agencies, including 21 of the 27 Institutes and Centers (ICs) at the National Institutes of Health (NIH). For over 30 years, LCG has brought digitization and innovation...

  • Help Desk Specialist

    5 months ago


    Bethesda, United States mPower, Inc. Full time

    mPower is looking for a well-rounded Help Desk Specialist to join our team. Our team consists of experts and professionals who have experience in management, administration, consulting, and technology. This position seeks to implement positive mission-oriented change, to deliver tangible operational results, and to build and continuously improve the...


  • 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...

  • Service Desk Manager

    4 weeks ago


    Bethesda, United States Elegant Enterprise Wide Solutions Full time

    USC Only** Key Personnel: Service Desk Manager: The Service Desk Manager oversees all activities under the Subtask 1 – Service Desk area. The IT Service Manager will report to the Federal Service Desk Lead. Requirements: This position requires strong verbal and written communication skills with capabilities to interact with IT staff to upper management,...


  • Bethesda, United States International Software Systems, Inc. Full time

    Responsibilities:Customer Support – Provide prompt, knowledgeable, and professional customer support to our customer base. We support customers that are both local and remote and cover a wide range of technical proficiency. As the customer-facing arm of NIAID IT support we are expected to perform our duties with a high level of competency and courtesy....


  • 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...

  • 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

    3 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, United States Gridiron IT Full time

    Create and maintain a simple web-application to permit users across multiple organizations to reserve shared or “hot-desk” seating. This web-application likely will be based on an existing Sponsor web-application performing the same function. Configure a newly created JWICS-based AWS environment into a business analytics data environment, likely based on...


  • Bethesda, Maryland, United States Xometry Full time

    Xometry, a leading digital marketplace for manufacturing, is seeking a seasoned Human Resources Operations Manager to oversee the smooth operation of its People Operations department. The ideal candidate will have at least 5 years of experience in HR Operations, with a strong background in employee life cycle management, data analysis, and compliance.The...


  • 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 Lawelawe Defense Inc Full time

    Who we are Lawelawe is a Native Hawaiian Owned Small Disadvantaged Business (NHO SDB) that specializes in providing a range of services to federal government clients, including program management, digital solutions, human capital and training, and medical staffing. Lawelawe leverages our NHO status to secure federal contracts that not only drive business...


  • 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...

  • Front Desk Agent

    6 days 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 Brivo Systems LLC Full time

    About the RoleWe are seeking a highly skilled IT Infrastructure Manager to oversee and optimize Brivo's critical IT infrastructure. This includes network operations, system administration, and security.ResponsibilitiesNetwork and System Maintenance: Maintain and manage Brivo's infrastructure, including laptops, desktops, servers, routers, switches,...


  • Bethesda, Maryland, United States Comtech LLC Full time

    Comtech LLC is seeking an experienced IT Support and Leadership Specialist to oversee the daily operations of our federal client. As a key member of our team, you will lead a group of technicians, monitor performance metrics, and drive continuous improvement through ITIL-based processes.About the Role:Oversee daily IT Service Desk operations for more than...


  • Bethesda, United States ALTA IT Services Full time

    Platform Engineer Team Lead Arlington, VA-Hybrid US Citizen required per client Responsibilities: Platform Engineer Team Lead Our client offers the opportunity to participate in the evolution of end user computing technology across the enterprise. The ideal candidate is an expert IT end user engineer who has proven experience designing, developing,...