Job description

We are seeking an IT Helpdesk Manager to manage Help Desk Team while ensuring they are providing outstanding customer support. Specifically:

• Provide day to day oversight for the help desk operation to ensure incidents and service requests and escalations are dealt with in a timely fashion.
• Work with Project Manager in coordinating and scheduling help desk technician work to accommodate desk side and phone support for the entire organization while meeting special projects timeline.
• Serves as subject matter expert and escalation point to personnel in the help desk support team. Maintain both the ticketing system (ServiceNow) and knowledge base to ensure accuracy. Measure and report on service delivery performance metrics including customer satisfaction follow ups, request and incident ticket statistics via ServiceNow.
• Responsible for managing the life cycle of all issues, primary objective are: to prevent problems and resulting incidents from happening, to eliminate recurring incidents, and to minimize the impact of incidents that cannot be prevented.
• Escalate higher priority issues to System Administrator, Network Administrator, Network Team, and/or Operations for in-depth analysis. Assists with training Helpdesk staff with new internal processes and procedures.

Qualifications

• A bachelor's degree or 10 years' work experience in a related field.
• At least five (5) years of progressive IT experience, to include three (3) at a complex organization.

Preferred (not required)

• One or more certifications in the IT field (A+, ITIL, etc.) are preferred. Candidate should have either

We are an Equal Opportunity/Affirmative Action Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, or membership in any other group protected by federal, state, or local laws.

Job Type: Full-time

Benefits:

• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Tuition reimbursement
• Vision insurance

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Washington, DC 20554: Reliably commute or planning to relocate before starting work (Required)

Work Location: Hybrid remote in Washington, DC 20554

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