IT Help Desk Manager (Public Trust Required, Fully On-Site)
IT Help Desk Manager (Public Trust Required, Fully On-Site)
Posted on :
21-06-2025
Employer Active
1 Vacancy
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Yearly Salary
$ 80000 - 130000
Vacancy
1 Vacancy
Posted on :
21-06-2025
Job Description
Benefits:
- 401(k)
- Paid time off
- Dental insurance
- Health insurance
- Vision insurance
IT Help Desk Manager
AET Federal is seeking a disciplined IT Help Desk Manager with at least 10 years of experience in managing IT Service/ Help Desk and Call Centers. The Help Desk Manager will work a hybrid role based out of Suitland Maryland assisting the Program Manager overseeing multiple assignments and projects.
Specific Duties Include:
- Overseeing multiple projects including but not limited to call monitoring incident monitoring performance metrics help desk tickets (Tier I II III)
- Responsible for communicating with stakeholders project operators customers and peers
- Mitigating risks and knowledge management
- Collecting and monitoring performance metrics comparing team members performance using statistical and graphing reporting tools
- Overseeing incident monitoring by reviewing tickets entered by the Enterprise IT Help Desk team against established standards
- Managing call monitoring and worker call monitoring by listening on analysts calls and rating specific behaviors
- Overseeing ticketing of mobile device issues and incoming call center inquiries
Requirements:
Minimum of 10 years of experience managing an IT Service Desk
Project Management Certification
Currently obtain a Public Trust
Must be able to commute to Suitland Maryland daily (fully on-site)
Degree in Computer Science Information Technology or related field
ITIL Certification
HDI Certification
Prior experience working at a help desk/ mobile help desk
Experience working with customers gathering and understanding customer requirements
Experience in fostering and managing customer relationships
Experience in written and/or verbal communication (reports) to peers stakeholders and management
Compensation: $80000.00 - $130000.00 per year
WE ARE
AET Federal Inc. (AET) is certified as an 8(a) Small Disadvantaged Firm by US Small Business Administration and also certified by the Commonwealth of Virginia Department of Small Business and Supplier Diversity as Small Minority Owned Business (SWaM). AET prides itself on efficient management and low overhead thereby offering its clients high quality services at highly competitive prices. The fundamental distinction of our company is its business knowledge in both the public and private sectors. We serve the transportation defense intelligence financial healthcare and technology & telecommunications industries. AET is successful because we listen to our clients we learn from our clients and we understand our clients needs. In an industry that is constantly changing AET is the face of stability.
ARE YOU READY FOR WHATS NEXT IN YOUR CAREER
At AET our success is defined by the knowledge commitment diversity and satisfaction of our employees. Impactful Work. Smart Solutions. Meaningful Careers. AET fosters a creative and efficient work environment that revolves around a project team concept. We offer competitive salaries and an exceptional benefits package and we are always seeking new candidates to join our team.
Required Experience:
Manager
Employment Type
Full-Time
Key Skills
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