IT Help Desk Manager (Public Trust Required, Fully On-Site)

Aet Federal•Tysons, VA

10d•$100,000 - $115,000•Onsite

About The Position

AET Federal is seeking a disciplined IT Help Desk Manager with at least 10 years of experience in managing IT Service/ Help Desk and Call Centers. The Help Desk Manager will work a hands on, onsite role based out of Suitland, Maryland, with occasionally visiting the Tysons, VA office, overseeing multiple assignments and projects. The ideal candidate will be an expert in managing multiple teams and obtain expertise in call monitoring and help desk related tasks.

Requirements

Minimum of 10 years of experience managing an IT Service Desk.
Must be able to commute to Tysons, VA AND Suitland, Maryland daily and work flexible work hours (work site will be some days in Tysons, some in Suitland, MD)
Must possess an Active Public Trust Clearance
HDI Certification (Requirement)
ServiceNow Experience Mandatory
Degree in Computer Science, Information Technology, or related field.
Prior experience creating reports, trainings, or guides
HDI Certification
Experience working with customers, gathering and understanding customer requirements.

Responsibilities

Overseeing multiple projects including but not limited to call monitoring, incident monitoring, performance metrics, help desk tickets (Tier I, II, III)
Responsible for communicating with stakeholders, project operators, customers, and peers
Mitigating risks and knowledge management
Collecting and monitoring performance metrics comparing team member's performance using statistical and graphing reporting tools
Overseeing incident monitoring by reviewing tickets entered by the Enterprise IT Help Desk team against established standards
Managing call monitoring and worker call monitoring by listening on analyst's calls and rating specific behaviors
Overseeing ticketing of mobile device issues and incoming call center inquiries