Help Desk Manager Top-Secret (TS) clearance
Help Desk Manager Top-Secret (TS) clearance
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Salary Not Disclosed
1 Vacancy
Job Description
Company Overview:
Join a fast-growing company highly experienced in cyber security cloud computing virtualization big data analytics and project management! IMTS offers competitive compensation excellent benefits including tuition reimbursement and employer-contributed 401K and referral bonuses. We work with the best customers on-site at top government agencies.
Job Title: Help DeskManager
Primary Location: Woodbridge VA
Clearance: Top-Secret (TS) Clearance
Position Summary:
We are seeking an experienced and highly skilled Help Desk Manager to lead and manage our technical support operations for a program of similar scope type and complexity. This individual will play a critical role in ensuring efficient and effective support to end-users managing help desk staff and maintaining the highest level of customer service. The ideal candidate will possess a strong background in IT support management exceptional communication skills and in-depth technical knowledge.
Key Responsibilities:
- Lead manage and mentor the help desk team to ensure timely and effective support for users.
- Develop implement and refine help desk procedures and best practices to improve efficiency and user satisfaction.
- Oversee daily operations of the help desk including incident tracking resolution and escalation processes.
- Monitor team performance and generate reports on service metrics identifying areas for improvement.
- Provide expert-level troubleshooting and resolution for complex software-related issues.
- Act as the primary point of contact for all end-user support activities and escalated technical issues.
- Coordinate with other IT departments to address systemic issues and improve system usability.
- Conduct regular training and development sessions to help desk staff to ensure up-to-date technical knowledge and customer service standards.
- Maintain documentation for standard procedures configurations and user guides.
- Utilize and support Microsoft Office Suite (Word Excel PowerPoint) and SharePoint (User-level) effectively in daily operations.
- Ensure compliance with internal IT policies and external regulatory standards.
Minimum Qualifications:
- A minimum of five (5) years of experience as a Help Desk Manager in a program of similar scope type and complexity.
- Documented troubleshooting skills and hands-on experience resolving software-related issues.
- Minimum three (3) years of experience using the latest versions of Microsoft Office Suite (Word Excel PowerPoint) and SharePoint at the user level.
- Exceptional communication skills both verbal and written with the ability to communicate technical information to non-technical users.
- Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.
- Bachelors degree in information technology Computer Science or a related field.
Required Experience:
Senior IC
Employment Type
Full-Time
