Deskside Support Manager - Tier 2

IntelliDyne • Washington, DC

1d • $110,000 - $130,000 • Hybrid

About The Position

IntelliDyne, LLC empowers government organizations through the delivery of quality, mission-aligned services and innovative, people-first IT solutions. IntelliDyne has earned the designation of a Top Workplace by providing an inclusive and supportive environment where employees have a voice and are challenged to provide innovative solutions to our clients of national, state, and local importance.

Requirements

• Minimum 8 years IT experience
• Minimum 6 years of management experience; preferred leading Help Desk or Service Desk environment
• Bachelor’s degree; IT related field
• Must possess an HDI certification (Ex. Support Center Manager or Desktop Support Manager) prior to start
• Possess one of the following certifications or demonstrated equivalent experience: MCP, MCSA or MCSE certification
• Clearance: Must have a Secret level security clearance
• Ability to multi-task, work independently and prioritize departmental workload based on direction from senior management and/or customer
• Proven Customer Service skills including the ability to focus on building customer relationships and responding to customer needs
• Strong coaching and feedback skills
• Ability to instill sense of urgency and be able to motivate the same sense of urgency in those under his/her leadership
• Excellent verbal and written communication skills, phone etiquette, keyboarding skills, data entry skills, people skills, customer focused and service oriented, attentive to details, act with professionalism, able to multi-task

Responsibilities

• Be the primary customer service champion of the program.
• Design effective quality assurance measures for service requests and ensure compliance by the team.
• Engage dissatisfied customers and diffuse escalated situations.
• Ensure compliance against contractual SLA targets.
• Efficiently prioritize incident and service request tickets in alignment with client priorities.
• Work with VIPs, providing “white glove” service where necessary.
• Coordinate the logistics of and conduct the movement of assets and equipment to various Civil Division facilities when needed.
• Manage the knowledge base and standard operating procedure (SOP) library of the team.
• Provide reporting on incident and service request resolution as well as project status as required by management and the client.
• Schedule team assignments and locations strategically to maximize results.

Benefits

• Inclusive and supportive work environment
• Competitive compensation package
• Professional growth through annual subsidy for trainings, certifications, professional memberships as well as mentorships and job shadowing
• Medical, dental, vision, 401(K) with company match
• Flexible Paid Time Off Program, 11 holidays, paid parental leave, military leave, and government shutdown leave
• Rewards and recognition through peer awards, service year awards, spot bonuses, and annual company awards
• Wellness and mental health benefits
• Commuter benefits
• Flexible work options

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 251-500 employees