Help Desk Manager

Integral • Fort Meade, MD

2d • Onsite

About The Position

The Help Desk Manager supports the Defense Information Systems Agency (DISA), Business Systems Portfolio develop and integrate Agency business systems solutions, which include systems that address key areas such as personnel management, financial management, telecommunication services, contract management, and customer relations, among other support services to the DISA mission.

Requirements

• Bachelor's Degree with 5 years of experience in IT support
• 2 years of support as a Help Desk Manager
• ITIL v4 Certified
• Secret Clearance

Nice To Haves

• Experience in implementing ITIL-based methods of using industry-recognized Service Desk ticket management software.

Responsibilities

• Plan and implement the appropriate IT capacity (Resource Capacity Management, Service Capacity Management, and Business Capacity Management) while helping ensure that information & technology services achieve expected levels of performance.
• Manage and mentor service desk staff, ensuring they are well-trained and equipped to handle inquiries and technical issues effectively.
• Oversee the daily operation of the service desk to include monitoring performance metrics and service level agreements (SLAs).
• Responsible for identifying and implementing service improvement initiatives.
• Coordinate with other IT sections to resolve issues and ensure that the service desk continually evolves to meet changing business needs.
• Analyze performance data to identify trends and areas of improvement to provide regular reports to management on service desk performance.

Benefits

• paid parental leave
• immediate vesting in our 401(k)
• Medical, Dental & Vision Insurance
• Flexible Spending Accounts
• Short-Term and Long-Term Disability Insurance
• Life Insurance
• Paid Time Off & Holidays
• Earned Bonuses & Awards
• Professional Training Reimbursement
• Employee Assistance Program

What This Job Offers

• Job Type: Full-time
• Career Level: Manager