Help Desk Operations Director

4 days ago


Washington, Washington, D.C., United States Greenberg-Larraby, Inc. (GLI) Full time
Job Overview

We are seeking a skilled Help Desk Manager/Contingent to lead our team in delivering exceptional IT support services. This role requires a strong leader who can oversee daily operations, manage workflows, and develop processes to improve service quality.

About the Role

As a Help Desk Manager/Contingent, you will be responsible for ensuring timely and effective resolution of technical issues, managing support tickets, and maintaining accurate documentation. You will also develop and implement IT support processes and procedures to enhance service delivery.

Key Responsibilities
  • Oversee daily operations of the Help Desk team
  • Manage workflow of support tickets and maintain accurate documentation
  • Develop and implement IT support processes and procedures
  • Train, mentor, and develop Help Desk staff
  • Act as key point of contact for escalated support issues and customer feedback
Requirements
  • Bachelor's degree in Computer Science, Information Technology, or relevant field preferred
  • 5+ years of experience in IT support or Help Desk management roles
  • Strong knowledge of IT service management and ticketing systems
  • Excellent leadership, communication, and interpersonal skills
Benefits
  • Health Care Plan (Medical, Dental & Vision)
  • Retirement Plan (401k, IRA)
  • Life Insurance (Basic, Voluntary & AD&D)
  • Paid Time Off (Vacation, Sick & Public Holidays)
  • Family Leave (Maternity, Paternity)
Compensation

The estimated salary for this role is $120,000 - $150,000 per year, depending on location and experience. We offer a comprehensive benefits package and opportunities for professional growth and development.



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