Help Desk Manager

ICF International-posted 2 months ago

$81,094 - $137,860/Yr

Full-time • Mid Level

Reston, VA

5,001-10,000 employees

Professional, Scientific, and Technical Services

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ICF is looking for a Help Desk Manager to support our client in the Washington, DC Metro Area! This role can sit remote, with travel to the Washington DC area client office if needed. The Help Desk Manager will deliver quality help desk support services to a customer base of about 500 geographically dispersed users for a large scale IT system supporting the Department of Health & Human Services. Responsibilities include managing help desk tickets, troubleshooting issues, communicating with users, and ensuring alignment with the approved Service Level Agreement (SLA).

Manage Help Desk tickets in a timely manner using a help desk support system
Troubleshoot and resolve issues related to the system configuration and product implementation
Escalate problems requiring development changes and a new release to resolve
Communicate frequently with system users, via email and phone, in an effort to understand and resolve their tickets
Act as a liaison to escalate and monitor issues; collaborate with development team and SMEs as needed
Create, document and follow standard operating procedures
Manage help desk in alignment with the approved Service Level Agreement (SLA)
Perform additional duties as assigned

Bachelor's Degree in Computer Science, Information Systems, Engineering or other related scientific or technical discipline
US Citizenship or Green Card. Employment must be compliant with eligibility for Public Trust due to Government Contract
5 or more years as a Help Desk Manager or Supervisor of web-based enterprise systems
5 or more years working with tools such as JIRA for tracking help desk tickets
5 or more years of experience interfacing with customers and end users to support help desk operational communications

Experience with Office 365, JIRA, and Confluence
Critical thinking and excellent system diagnostic/troubleshooting skills
Excellent oral and written communication skills
Detail oriented in order to keep detailed notes on issues
Assume full ownership of problem resolution, status, and tracking using the helpdesk ticketing system

Comprehensive health benefits
Generous vacation and retirement plans
Employee support program
Participation in charity initiatives

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