Service Desk Manager

A Square Group•Bethesda, MD

About The Position

The National Institute of Mental Health (NIMH) leads the nation’s efforts to advance mental health through research, training, and public education focused on the prevention, diagnosis, and treatment of mental illness. NIMH conducts and supports scientific research across biological, behavioral, clinical, and social domains, and disseminates findings to improve mental health outcomes and services. To support this mission, NIMH relies on modern information technology for research, data management, security, and information sharing. The Information Technology Branch (ITB) serves as the central organization for IT services, ensuring secure, reliable infrastructure and delivering customer-focused solutions in software development, end-user support, IT strategy, and data management.

Requirements

Bachelor’s degree from an accredited college or university.
Minimum of eight (8) years of relevant deskside, phone support and VIP support, applicable professional experience.
Experience as a Service Desk Team Lead for Tier 2 Desktop support in a macOS environment and at least two out of three of the following: Windows OS, Linux , or iOS environments.
Experience managing customer expectations and delivering the highest quality customer service.
ServiceNow expertise in queue management and ticket fulfillment.
Ability to obtain Public Trust

Nice To Haves

One or more certifications: ITIL Practitioner, ITIL Service Manager, Apple Certified Macintosh Technician, Apple Certified Support Professional, LPIC-1, LPIC-2, CompTIA A+, CompTIA Network+, CompTIA Linux+, CompTIA Healthcare IT Technician, HDI Desktop Support Manager, HDI Service Manager, Microsoft Certified Solutions

Responsibilities

Oversees and manages a team of Tier 2 IT Desktop Support technicians, including training, coaching, and performance monitoring.
Provides leadership and direction to IT Support team, fostering a collaborative and high-performance work environment.
Ensures that IT Support tickets adhere to high quality standards, meet ticketing SLAs, and meets the expectations of customers.
Ensures that IT Support staff provide timely and effective support to end-users, resolving technical issues and fulfilling service requests in a professional and customer-focused manner.
Coordinates the response to and resolution of IT incidents, ensuring that service desk staff follow established protocols and procedures to minimize downtime and impact on users.
Analyzes recurring issues and trends to identify underlying problems and implement corrective actions to prevent future incidents.
Monitors service level agreements (SLAs) for IT support services, ensuring that performance meets or exceeds agreed-upon targets.
Manages the escalation of complex or high-priority issues to appropriate technical teams or management, ensuring timely resolution and communication to affected stakeholders.
Other duties as assigned.