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Help Desk Manager

2 months ago

Rockville, Maryland, United States Global Alliant Inc Full time
Job Title: Help Desk Manager

Global Alliant, Inc. is seeking a highly skilled Help Desk Manager to join our team. As a Help Desk Manager, you will be responsible for leading a team of technical support specialists and ensuring that customer service is timely and accurate on a daily basis.

Key Responsibilities:
  • Manage the Help Desk team and evaluate performance
  • Operate an analytic and technical Help Desk to support users with research analysis as well as answers to technical questions
  • Recruit, train and support Help Desk analysts and technicians
  • Establish best practices through the entire incident management process
  • Develop daily, weekly and monthly reports on Help Desk team's productivity
  • Ensure that Help Desk resources are available and responsive to the end user community
  • Establish and follow standardized, pre-approved escalation procedures and Service Level Agreements (SLAs) for both on and off-peak business hours to triage, resolve, and/or mitigate incidents and manage user alerts
Requirements:
  • Bachelor's degree in computer science or related field
  • Active ITIL v3 or higher certification
  • 5+ years of experience in Help Desk management
  • Successful client reporting and customer liaison experience
  • Intermediate level knowledge of Microsoft Office applications
  • Experience with Help Desk scheduling and Workforce Management
  • Professional written and verbal communication skills
Preferred Skills:
  • Master's Degree in related field of study or equivalent years of experience
  • HDI Certification
  • Help Desk management experience supporting the Centers for Medicare and Medicaid Services (CMS) and or Department of Homeland Security (DHS)

Global Alliant, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. We especially invite women, minorities, veterans, and individuals with disabilities to apply.