Help Desk Manager

4 months ago

Morgantown, United States Amentum Full time

The Help Desk Manager manages and evaluates the performance of a help desk team, ensuring timely and accurate customer service. Responsible for recruiting, training, and supporting help desk representatives and technicians. Establish customer service standards, contribute to improving customer support, and provide feedback to internal teams.

Legacy Management Support (LMS) Organizational Core Values: One Team, One Mission Successfully execute the LM mission safely through a disciplined culture of organizational excellence.
1. Safety – The foundation of everything we do.
2. Teamwork – Leading with trust, open communication, and collaboration. 
3. Quality – Striving to exceed expectations.
4. Ownership – Each of us has the responsibility to contribute and be accountable. 

MAJOR RESPONSIBILITIES/DUTIES/TASKS

Manage the help desk team and evaluate performance. 

Ensure customer service is timely and accurate daily. 

Recruit, train and support help desk representatives and technicians. 

Set specific customer service standards. 

Contribute to improving customer support by actively responding to queries and handling complaints. 

Establish best practices through the entire technical support process. 

Follow up with customers to identify areas of improvement. 

Develop daily, weekly and monthly reports on help desk team’s productivity. 

Provide customer feedback to the appropriate internal teams. 

Provide LM wide email and communications for upcoming changes or service outages. 

Responsible for developing reports on team productivity.

Maintaining a problem-solving attitude to ensure high-quality technical support and enhance client satisfaction.

Other duties as assigned.

Education/Experience Required:

Bachelor's Degree: Bachelor’s degree in computer science, information technology, or relevant field. Experience in lieu of education considered. 

Minimum of 5 years of relevant/supervisory experience. 

Valid Driver’s License Required.

Additional requirements:

No clearance requirement but the contract and/or the site requires US Citizenship to be approved for access. (includes NACI / T1, MRPT, CAC): Must be able to obtain and maintain facility credentials/authorization. Note: US Citizenship is required for facility credentials/authorization at this work location.

Skills and capabilities REQUIRED to perform this position:

Proven work experience as a Help Desk Manager. 

Hands on experience with help desk and remote-control software. 

Solid technical background with an ability to give instructions to a non-technical audience. 

Customer-service oriented with a problem-solving attitude. 

Excellent written and verbal communication skills. 

Team management skills. 

ESSENTIAL PHYSICAL REQUIREMENTS:

Aligned with Fit-For-Duty evaluation requirements. 
Physical Activities: 

Sedentary: Work involves exerting up to 10 pounds of force occasionally or a negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time but may involve walking or standing for brief periods of time. Jobs may be defined as sedentary when walking and standing are required only occasionally, and all other sedentary criteria are met. 

REQUIRED certifications or licenses:

No professional certification required.

SUPERVISORY RESPONSIBILITIES: 

This position provides direct/indirect supervision to (department) staff under their charge.

Amentum is proud to be an Equal Opportunity Employer. Our hiring practices provide equal opportunity for employment without regard to race, religion, color, sex, gender, national origin, age, United States military veteran’s status, ancestry, sexual orientation, marital status, family structure, medical condition including genetic characteristics or information, veteran status, or mental or physical disability so long as the essential functions of the job can be performed with or without reasonable accommodation, or any other protected category under federal, state, or local law.

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