Help Desk Manager

Responsibilities

• Manage and oversee all help desk operations, ensuring competent and timely service across all inquiries and issues.
• Collaborate with support teams, system admins, and end users to resolve escalated problems, optimize processes, and recommend technology improvements.
• Develop problem-solving guidelines and streamline help desk systems for continuous improvement in user experience and operational efficiency.
• Manage all activities related to the staffing, operation, and performance of an enterprise help desk.
• Develop schedules, prioritize tasks, and ensure continuity of service delivery.
• Lead, mentor, and evaluate help desk staff to build a team capable of delivering high-quality and efficient support services.
• Analyze help desk inquiries to identify recurring issues, recommend solutions, and develop process improvements.
• Maintain and monitor problem management databases and ticketing systems to track performance and user issues effectively.
• Evaluate help desk systems and recommend efficiencies or enhancements as needed.
• Resolve escalated inquiries and more complex technical issues.
• Provide first-contact and incident resolution for hardware, software, and application problems for both telephone and electronically submitted requests.
• Perform system administration of desktop systems connected to local and wide-area networks, including account monitoring, security updates, and OS installations.
• Monitor systems/networks in a real-time NOSC environment and initiate fix actions or escalate to Tier II/Tier III teams when needed.
• Provide support for implementation, troubleshooting, and maintenance of IT systems.
• Manage IT system infrastructure and related processes, ensuring consistent operational reliability.
• Support IT systems, including daily operations, monitoring, and resolving issues across client/server/storage/network/print devices and mobile devices.
• Oversee the imaging of systems, configuration of BIOS (SCCM/PXE Boot), and specific tasks like STIGs and IAVA implementation.
• Maintain a courteous, customer-service approach to users and ensure efficient resolution of Tier I/Tier II issues.
• Document incidents and their solutions in an incident database.

Qualifications

• Education: Associate’s degree.
• Experience: 7+ years of related experience.
• Technical skills: Familiarity with hardware/software troubleshooting techniques and principles of network and systems administration; experience with Active Directory functions; proficiency in imaging systems, implementing STIGs/IAVAs, and using SCCM/PXE Boot for system configuration; knowledge of DoW-specific systems and processes, with at least 1 year of DoW experience preferred; working knowledge of network operations (NOSC) and related support processes; Security+ or equivalent Computing Env: MSCA 2016, Microsoft Azure Administrator or equivalent (Must obtain the full AZ104 Microsoft Azure Administrator within 180 days from start date.).

Skills

• Help Desk Software.
• Information Technology (IT) Systems.
• Troubleshooting.

Benefits

• Comprehensive benefits and wellness packages.
• 401(k) with company match.
• Competitive pay and paid time off.
• Short and long-term disability benefits.
• Award-winning culture of innovation and a military-friendly workplace.