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    Help Desk Manager

    IT Company
    Reston, VA 20190
    Full-time, Part-time
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    Job Description

    Job Description

    Service Desk Manager - Washington Navy Yard

    The Service Desk Manager is primarily responsible for providing leadership and supervision of the Technology Services Help Desk professionals to deliver outstanding customer service, satisfaction, and timeliness. This position has frequent contact with customers, direct reports, peers, and independent vendors.


    • Improving and implementing the organizations incident response and service desk procedures
    • Ensure the staff is well trained in established procedures, work to improve processes when gaps are identified, to foster a culture of exceptional customer service
    • Must be proficient with Ivanti Heat trouble ticketing system and be prepared to use it as the central tool in managing the team and using the Ivanti Heat system to manage Employee in/out the processing for the command
    • Review, prioritize, assign, and work to actively resolve end-user service requests and incidents and escalate as needed, provide feedback to customers
    • Check each day to ensure the helpdesk phones are getting answered and tickets are getting recorded in the heat
    • Provide clear direction to the team, ensuring accurate follow through on open tickets/issues
    • Analyze call and ticket data regularly to assess the team’s performance and provide statistical data on the service desk’s overall performance
    • Monitor service desk emails throughout the day and respond as appropriate
    • Act as the primary liaison between the service desk staff and other support contractors
    • Plan, coordinate, and manage the activities of the service desk team with an ongoing focus on enhancing customer service and relationships Supervise the ongoing operations of the Helpdesk providing quality and timely support to customers concerning hardware and software needs
    • Resolve/address escalated support issues
    • Serve on planning and policy-making committees as required
    • Manages the tasks and responsibilities of the Help Desk Technicians and Coordinators, including scheduling and conducting introductory, quarterly, and annual reviews
    • Prepares and distributes reports, including but not limited to weekly and monthly status reports to the Program Manager, as well as reports and assessments as needed


    • DOD Secret Security Clearance required
    • CompTIA Network+ or Security+, and Windows Operating System Training required
    • Must have 5-7 years’ experience in technical/managerial leadership
    • Must have continuous improvement focus and provide measurements of key performance indicators
    • Must have experience supporting Windows-based software systems and network components
    • Must have demonstrated ability to diagnoses hardware and software malfunctions whether the user identified or network problems
    • Expert knowledge in hardware and networking, with emphasis on network security
    • Must have good organizational and time management skills and experience with developing staff schedules, equipment rollout plans, and tech refresh schedules
    • Ability to provide excellent customer service and public relations outreach
    • Proven ability to effectively manage multiple priorities and meet deadlines
    • Strong analytical and problem-solving skills
    • Demonstrated ability using a life cycle management process for implementation of changes in
    • technology
    • Ability to performs a variety of professional tasks including, but not limited to, technology services representative on various committees or task forces
    • Demonstrated ability to excel both independently and as a team member in a lively, collaborative environment
    • Excellent written and verbal communications skills with a demonstrated ability to make difficult concepts easy to understand
    • Proficiency in Microsoft Windows and Microsoft Office


    • BS Degree or Associates in Information Systems, Computer Science, or other IT related field


    Posting ID: 599774824Posted: 2021-01-15