IT Help Desk Manager

Digital Management • West McLean, VA

90d

About The Position

We are seeking an experienced and highly organized IT Help Desk Manager to oversee our IT support operations for a federal government contract. The IT Help Desk Manager will be responsible for leading a team of help desk professionals, ensuring exceptional customer service, troubleshooting technical issues, and maintaining IT systems that support federal operations. This position requires in-depth knowledge of IT infrastructure, federal regulations, and the ability to effectively manage and optimize help desk operations.

Requirements

• A Bachelor's Degree in a relevant field (such as computer science, information technology, or business administration) is often required.
• 5 to 8 years' experience in IT support or help desk roles, with at least 2-3 years in managing a team of help desk technicians, including hiring, training, and performance evaluations.
• Certifications such as ITIL, CompTIA A+, or Certified Help Desk Manager (CHDM).
• In-depth knowledge of IT systems, infrastructure, and software development.
• Familiarity with government regulations, compliance, and security standards (e.g., NIST).
• Strong leadership abilities to guide teams, resolve conflicts, and make strategic decisions.
• Effective communication with stakeholders, team members, and senior management.
• Budgeting and financial oversight skills to effectively manage the contract.
• Ability to allocate resources efficiently and track expenses.

Responsibilities

• Supervise, mentor, and manage a team of IT help desk technicians, ensuring the efficient and effective resolution of user issues.
• Develop training materials and provide ongoing training to staff to enhance technical skills and customer service.
• Conduct performance reviews and offer feedback for continuous improvement.
• Foster a collaborative and solution-oriented team culture.
• Oversee the day-to-day activities of the IT help desk, including managing ticketing systems, troubleshooting, and escalating complex issues to appropriate technical teams.
• Ensure timely and accurate resolution of incidents and service requests, adhering to established SLAs.
• Maintain high levels of customer satisfaction by providing professional, clear, and courteous communication.
• Provide hands-on support for end-user hardware and software issues, including desktop, laptop, mobile devices, and peripherals.
• Support federal IT systems, including desktops, servers, networks, and other technologies in compliance with federal standards and regulations.
• Coordinate with vendors, contractors, and internal teams to resolve complex technical issues.
• Ensure adherence to all relevant federal regulations, including cybersecurity policies, privacy standards, and operational security protocols.
• Conduct regular audits and risk assessments to ensure compliance with federal IT requirements and best practices.
• Collaborate with cybersecurity teams to manage vulnerabilities and maintain secure IT infrastructure.
• Develop and maintain detailed reports on help desk performance, including metrics on incident resolution times, customer satisfaction, and issue trends.
• Analyze performance data to identify areas for improvement and implement process improvements.
• Stay updated on emerging technologies and industry trends, integrating them into IT operations as appropriate.

Benefits

• Virtual visits through health insurance.
• Pet insurance.
• Commuter benefits.
• Discount tickets for movies and travel.
• Annual performance management.
• Continuing education and tuition assistance.
• Internal job opportunities along with career enrichment and advancement.
• Generous 401k matches both pre-tax and post-tax (ROTH) contributions.
• Financial wellness education and EAP.
• Life Insurance and Disability benefits.
• Annual Awards ceremony and service anniversaries.
• Peer-to-peer acknowledgment and employee referral bonuses.
• Healthcare benefits and wellness programs.
• Flu Shots and biometric screenings.

What This Job Offers

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