Help Desk Manager

Leidos • Fairfax, VA

284d • $89,700 - $162,150

About The Position

GxNext is looking for a Help Desk Manager that would be responsible for leading a team of technical support specialists, overseeing the day-to-day operations of a help desk, ensuring timely and effective resolution of user issues by managing workflows, monitoring performance metrics, training staff, and collaborating with other departments to maintain high customer service standards.

Requirements

• BS degree and 5+ years of prior relevant experience or Masters with 3+ years of prior relevant experience
• Active Top Secret/SCI with the ability to obtain a Polygraph
• Strong communication skills, both verbal and written
• Ability to quickly learn new software and IT concepts
• Strong problem solving and decision making skills
• Self-starter with an ability to work in a team environment and independently
• Intimately familiar with the COTS products that the program leverages: Oracle Identity and Access Management (IdAM) suite, Apache webgates, and Computer Associates (CA) API Gateway
• Experience running and managing a Help Desk

Nice To Haves

• Oracle IdAM products (OAM, OIF, OID, OVD, OUD, OIM)
• WebLogic
• Linux/UNIX experience
• LDAPs
• PKI authentication

Responsibilities

• Manage the ongoing daily operations of the help desk ensuring 24/7 coverage
• Experience leading and managing II Helpdesk Technicians, including monitoring ticket volume and performance metrics while supporting the team in exceeding expectations
• Monitor help desk performance metrics, analyze trends in user support requests, and generate reports for management, identifying areas for improvement and implementing strategies to enhance service quality and user satisfaction
• Experience defining team goals and leading staff to achieve desired results, while being held accountable for team performance
• Experience communicating with senior level clients
• Support coordination of resources during escalated off hour issues
• Oversee the development, implementation, and administration of help desk staff training procedures and policies
• Demonstrate ownership in troubleshooting and resolving technical issues as well as identifying trends and root causes
• Develop partnerships with cross functional teams to help improve and shape how Technical Helpdesk will handoff work, partner on strategic initiatives and improve the customer experience
• Provide weekly team and periodic 1:1 coaching to team members

Benefits

• Competitive compensation
• Health and Wellness programs
• Income Protection
• Paid Leave
• Retirement

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree