Help Desk Manager
About the role
The Help Desk Manager oversees help desk operations and ensures customer satisfaction for the Defense Nuclear Facilities Safety Board (DNFSB). Key responsibilities include planning and implementing IT capacity management strategies, managing and mentoring service desk staff, overseeing daily service desk operations, identifying and implementing service improvement initiatives, coordinating with other IT sections, and analyzing performance data.
Responsibilities
- Plan and implement IT capacity management strategies
- Manage and mentor service desk staff
- Oversee daily service desk operations
- Identify and implement service improvement initiatives
- Cook up coordination with other IT sections
- Analyze performance data to identify trends and areas of improvement
Requirements
- Bachelor's Degree with 5 years of experience in IT support
- 2 years of support as a Help Desk Manager
- ITIL v4 Certified
- Secret Clearance Preferred
- Experience in implementing ITIL-based methods of using industry-recognized Service Desk ticket management software
Qualifications
Integral partners with federal defense, intelligence, and civilian leaders to tackle their most important challenges and deliver positive outcomes. Since our founding in 1998, we have helped clients leverage existing and emerging technologies to transform their enterprises, empower growth, drive innovation, and build sustainable success. The forward-leaning solutions we deliver are tailored to each mission with a focus on keeping our nation safe and secure. Integral is headquartered in McLean, VA and serves clients throughout the country. We offer a comprehensive total rewards package including paid parental leave and immediate vesting in our 401(k).
Benefits
- Medical, Dental & Vision Insurance
- Flexible Spending Accounts
- Short-Term and Long-Term Disability Insurance
- Life Insurance
- Paid Time Off & Holidays
- Earned Bonuses & Awards
- Professional Training Reimbursement
- Employee Assistance Program
Schedule
N/A
Pay
N/A