Help Desk Manager

2 weeks ago

Washington, Washington, D.C., United States TRINITY GLOBAL CONSULTING Full time
Job Title: Help Desk Manager

We are seeking a highly skilled and experienced Help Desk Manager to join our team at Trinity Global Consulting, LLC.

Key Responsibilities:

  • Manage and coordinate a team of IT support specialists to provide top-notch customer service and technical support to our clients.
  • Develop and implement effective incident management processes to ensure timely resolution of technical issues.
  • Collaborate with cross-functional teams to identify and prioritize technical requirements and implement solutions.
  • Provide technical guidance and support to team members to ensure they have the necessary skills and knowledge to perform their duties.
  • Monitor and analyze technical support metrics to identify areas for improvement and implement process changes as needed.

Requirements:

  • Active Top-Secret security clearance.
  • At least 7 years of demonstrated experience in customer support experience in enterprise user service and help desk incident management.
  • At least 5 years of current experience: Customer support experience/knowledge working with Active Directory Services; CAC/PKI, Client and Server Operating Systems, MS Windows, Unix, Linux, CITRIX, MS Exchange, MS Project, MS Visio, and SharePoint applications and services.
  • Customer Support experience/knowledge working with MS 365, MS Teams and telecommunications platforms: Cisco, Voice over IP(VOIP), Cisco Call Manager, Remedy ticketing system, encryption devices, DSN, etc.
  • Demonstrated experience implementing project management principles and managing, tracking and coordinating a wide range of actions, documents, and tasks through completion.
  • Excellent communication, writing, and interpersonal skills.
  • Demonstrated experience managing, coordinating, and facilitating a team in the administration and management of a DoD information system and infrastructure.

About Us:

Trinity Global Consulting, LLC (TriGloCon) is a Small Business Administration (SBA) Certified 8(a), HUBZone, Commonwealth of Virginia Certified Disadvantaged Business Enterprise (DBE), State of Maryland Minority Business Enterprise (MBE), and a Veterans Affairs Verified Service-Disabled Veteran-Owned Small Business (SDVOSB). Our principals bring decades of combined experience successfully providing and managing a broad range of professional support services and solutions for the US Government (DoD & Federal) and Intelligence Community (IC) customers.

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