Help Desk Manager
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Job Location:
Reston, VA - USA
Monthly Salary:
$ 81094 - 137860
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
ICF is looking for a Help Desk Manager to support our client in the Washington DC Metro Area! This role can sit remote with travel to the Washington DC area client office if needed.
What youll be doing:
Deliver quality help desk support services to a customer base of about 500 geographically dispersed users for a large scale IT system supporting Department of Health & Human Services .
Manage Help Desk tickets in a timely manner using a help desk support system
Troubleshoot and resolve issues related to the system configuration and product implementation
Escalate problems requiring development changes and a new release to resolve
Communicate frequently with system users via email and phone in an effort to understand and resolve their tickets
Act as a liaison to escalate and monitor issues; collaborate with development team and SMEs as needed
Create document and follow standard operating procedures
Manage help desk in alignment with the approved Service Level Agreement (SLA)
Perform additional duties as assigned
Experience with Office 365 JIRA and Confluence
Critical thinking and excellent system diagnostic/troubleshooting skills required.
Excellent oral and written communication skills
Detail oriented in order to keep detailed notes on issues
Assume full ownership of problem resolution status and tracking using the helpdesk ticketing system.
What you must have:
Bachelors Degree in Computer Science Information Systems Engineering or other related scientific or technical discipline
US Citizenship or Green Card. Employment must be compliant with eligibility for Public Trust due to Government Contract
5 or more years as a Help Desk Manager or Supervisor of web-based enterprise systems
5 or more years working with tools such as JIRA for tracking help desk tickets.
5 or more years of experience interfacing with customers and end users to support help desk operational communications.
What youll love about working here:
Comprehensive health benefits
Generous vacation and retirement plans
Employee support program
Participation in charity initiatives
Technologies youll use:
JIRA Confluence Office365
Working at ICF
ICF is a global advisory and technology services provider but were not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges navigate change and shape the future.We can only solve the worlds toughest challenges by building a workplace that allows everyone to thrive. We are an equal opportunity employer.Together our employees are empowered to share theirexpertiseand collaborate with others to achieve personal and professional goals. For more information please read ourEEOpolicy.
We will consider for employment qualified applicants with arrest and conviction records.
Reasonable Accommodations are available including but not limited to for disabled veterans individuals with disabilities and individuals withsincerely heldreligious beliefs in all phases of the application and employment process. To requestan accommodationplease emailand we will be happy toassist. All information you provide will be kept confidential and will be used only to the extentto provide needed reasonable accommodations.
Read more aboutworkplacediscriminationrightsor our benefit offerings which are included in theTransparency in (Benefits) CoverageAct.
At ICF we are committed to ensuring a fair interview process for all candidates based on their own skills and knowledge. As part of this commitment the use of artificial intelligence (AI) tools to generate orassistwith responses during interviews (whether in-person or virtual) is notpermitted. This policy is in place tomaintainthe integrity and authenticity of the interview process.
However we understand that some candidates may require accommodationthat involves the use of AI. Ifsuch anaccommodation is needed candidates are instructed to contact us in advance at. Weare dedicated to providingthe necessary support to ensure that all candidates have an equal opportunity to succeed.
Pay Range - There are multiple factors that are considered in determining final pay for a position including but not limited to relevant work experience skills certifications and competencies that align to the specified role geographic location education and certifications as well as contract provisions regarding labor categories that are specific to the position.
The pay range for this position based on full-time employment is:
$81094.00 - $137860.00Virginia Remote Office (VA99)Required Experience:
Manager
Key Skills
- user account
- Active Directory
- Customer Service
- Information Technology
- desk support
- End user
- Project Management
- Phone Calls
- service levels agreement
- Desk Staff
- Ltil
- Procedures
- Setup
- hardware
- Technical Support
About Company
About ICF: The Integral Coach Factory is one of the earliest production units of independent India. It was inaugurated by the first Prime Minister of India Pt. Jawaharlal Nehru on 2nd October, 1955. Later the Furnishing Division was inaugurated on 2nd October, 1962 and the production ... View more
