Helpdesk Manager

AAC • Washington, DC

3d • $115,000 - $140,000 • Onsite

About The Position

Responsible for managing day-to-day operation and direct supervision of all service desk and program personnel. Ensure that contract requirements and contract AQLs/SLAs are met. Interfaces continually with the customer to ensure expectations are met and to discuss current activities, future plans, and problem resolution. Supports continual development of the service desk function, to include promoting a service-oriented culture and maintaining service desk SOPs. Supports interactions with other teams and manages support queues. Creates daily and weekly reports. Monitors incidents and requests, and possible causes for increases or deviations. Develops recommendations for process improvements. Facilitates incident escalations within the team and follow-ups as needed. Provides resource capacity management to ensure sufficient personnel are available to meet defined service levels. This position requires full-time on-site support.

Requirements

• Direct supervision of all service desk and program personnel.
• Meeting contract requirements and contract AQLs/SLAs.
• Interfacing with the customer to ensure expectations are met and to discuss current activities, future plans, and problem resolution.
• Supporting continual development of the service desk function.
• Promoting a service-oriented culture.
• Maintaining service desk SOPs.
• Supporting interactions with other teams and managing support queues.
• Creating daily and weekly reports.
• Monitoring incidents and requests, and possible causes for increases or deviations.
• Developing recommendations for process improvements.
• Facilitating incident escalations within the team and follow-ups as needed.
• Providing resource capacity management to ensure sufficient personnel are available to meet defined service levels.
• Full-time on-site support.

Responsibilities

• Managing Helpdesk staff and service desk coverage.
• Assigning and monitoring Helpdesk tickets.
• Providing reporting, quality assurance activities, and performance metrics through Zendesk reporting tools.
• Conducting advanced research, troubleshooting, and documentation related to applications and services.
• Supporting responses to special requests from customer leadership.
• Ensuring delivery of approved IT communications and announcements impacting the service community.
• Ensuring timely and effective resolution of service issues.
• Overseeing daily Helpdesk operations and personnel performance.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed