Help Desk Manager

2 weeks ago


Rosslyn, Virginia, United States Credence Management Solutions, LLC Full time
Job Summary

Credence Management Solutions, LLC is seeking a highly skilled and experienced Help Desk Manager to lead our technical support team. As a key member of our organization, you will be responsible for providing top-notch support to our users across the globe.

Key Responsibilities:
  • Team Leadership: Supervise and direct a team of technical experts who provide support to users in areas such as computer operating systems, desktop applications, and custom applications.
  • Troubleshooting: Serve as the first point of contact for troubleshooting hardware/software, computer systems, and printer problems.
  • Operations Management: Manage daily operations of the RPC Help Desk, ensuring timely and effective customer service.
  • Support Services: Oversee Tier 2 and Tier 3 support for the START software application, leading a team of technical business analysts who serve RPC customers worldwide.
  • Team Performance: Hold responsibility for team performance, providing continuous feedback, and nurturing a supportive work environment.
  • IT Operations: Contribute to RPC IT operations and planning, serving as an advocate for customer needs and expectations.
  • Reporting: Create and present reports to the RPC leadership team, identifying IT customer service issues and suggesting improvements to IT service management processes and tools.
  • Quality Assurance: Direct the implementation of quality assurance processes within IT support operations to ensure compliance with laws, regulations, policies, standards, and technical procedures.
  • Professional Development: Stay up-to-date with changing and emerging technologies and practices to make informed recommendations for resolving information technology issues and requirements.
  • Critical Incident Management: Perform critical incident management tasks, coordinating with the team to resolve IT issues promptly and minimize downtime.
  • Knowledge Management: Develop and maintain helpdesk knowledge base articles, facilitating continuous learning and efficient problem resolution within the team.
Requirements:
  • Security Clearance: Ability to obtain a Secret security clearance.
  • Education: Bachelor's degree in computer science, Information Systems, or Business, or the equivalent combination of education, technical training, or work experience.
  • Certifications: Relevant professional certifications, such as ITIL or Helpdesk Institute certification or equivalent.
  • Experience: A minimum of five (5) years of experience in an IT helpdesk or customer service role, with at least two (2) years in a leadership position.
  • Leadership Skills: Strong leadership, analytical, problem-solving, and decision-making skills.
  • Communication Skills: Excellent communication and interpersonal skills.
  • Technical Knowledge: In-depth understanding of ITIL processes, ITSM tools, data analysis, and IT operations best practices.
  • Technical Skills: Familiarity with common helpdesk software and hardware, as well as emerging technologies.
  • Help Desk Experience: Experience using an out-of-the-box help desk/service desk ticketing system, with ServiceNow ITSM tool experience highly preferred.


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