Help Desk Manager
Help Desk Manager
Posted on :
15-03-2025
Employer Active
1 Vacancy
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Share
Send me jobs like this
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
15-03-2025
Job Description
mPower is seeking a skilled and solutionsoriented Help Desk Manager to lead and oversee a help desk team with a focus on service continuity stakeholder engagement and process improvement. The ideal candidate will have experience in Federal government spaces and be proficient in utilizing ServiceNow as a ticketing system. This role is critical in ensuring our help desk team provides exceptional support to both administrative staff and scientific researchers with diverse operational needs all while driving continuous improvements in service delivery.
Key Responsibilities:
Oversee daily help desk operations ensuring service continuity and meeting operational support needs while managing projects resource allocation and complex priorities.
Serve as an escalation point for technical staff for advice regarding technical needs
Develop and implement strategic plans to improve service delivery and align services with the evolving needs of the organization.
Maintain strong relationships with key stakeholders ensuring their needs are understood and appropriately prioritized while setting realistic expectations.
Ensure ongoing communication with stakeholders regarding operational performance risks and mitigation strategies.
Continuously evaluate help desk performance through datadriven reporting and dashboarding focusing on efficiency transparency and risk management.
Identify opportunities to improve reporting capabilities to better communicate the current state of operations and any potential issues.
Understand and support a wide range of user populations including administrative staff and scientific researchers tailoring help desk services to meet specialized requirements without compromising operational efficiency or compliance.
Establish and maintain help desk processes based on industrystandard frameworks such as ITIL and HDI ensuring standardization while adapting processes for niche needs.
Collaborate with other teams to identify and implement bestfit solutions for unique or nonstandard requirements while ensuring compliance with regulatory frameworks.
Foster a solutionsoriented culture focused on customer service ensuring the help desk team delivers highquality support that exceeds customer expectations.
Monitor and address customer feedback to continually improve help desk services.
Qualifications:
Bachelors degree in Information Technology Computer Science or related field. Equivalent experience will be considered in substitution of a degree.
5 years of experience in IT service delivery and at least 1 year of experience managing help desk teams with a strong background in stakeholder engagement and operational improvement.
Experience in supporting Federal government clients preferably within HHS and/or NIH environments.
Strong expertise with ServiceNow or similar IT ticketing systems.
Proven experience in implementing ITIL and HDI frameworks to improve service delivery and process efficiency.
Exceptional communication skills with a demonstrated ability to manage stakeholder expectations and present complex data in a clear transparent manner.
Ability to balance competing priorities resource management and project deadlines while maintaining high service quality.
Preferred Qualifications:
ITIL HDI or other technical certifications such as CompTIA Microsoft Apple and/or Linux.
mPower Inc. is an Equal Opportunity/Affirmative Action employer. Qualified applicants or employees will receive consideration for employment without regard to race color religion ethnic or national origin ancestry age sex sexual orientation gender identity pregnancy (including childbirth or related condition) citizenship familial status mental or physical disability status veteran status genetic information other nondisqualifying disability or any other characteristic protected by law.
$85000 $110000 a year
Required Experience:
Manager
Employment Type
Full-Time
Key Skills
Report This Job
Disclaimer: Drjobpro.com is only a platform that connects job seekers and employers. Applicants are advised to conduct their own independent research into the credentials of the prospective employer.We always make certain that our clients do not endorse any request for money payments, thus we advise against sharing any personal or bank-related information with any third party. If you suspect fraud or malpractice, please contact us via contact us page.
