Helpdesk Manager
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Job Description
FedTec Overview:
About the Opportunity:
FedTec is looking for a Help Desk Manager to lead and manage a team of IT support professionals responsible for providing excellent customer service and technical assistance to endusers. This role is critical in ensuring the efficient resolution of IT issues and the overall satisfaction of our user community.
Position: Helpdesk Manager
Work Location: Colorado Springs CO
Client: USSF
Security Clearance: Active US Government Secret
Certifications: Verifiable CompTIA Security certification
Primary Responsibilities
- Supervise mentor and develop a team of help desk technicians and support staff.
- Assign tasks set performance objectives and provide guidance and support to team members.
- Oversee the daily operations of the help desk ensuring timely response to user inquiries and issues.
- Experience with BMC Remedy for service desk management support activities.
- Monitor the service desk ticketing system and ensure tickets are resolved within established service level agreements (SLAs).
- Promote a customerfocused approach within the help desk team.
- Handle escalated customer inquiries and complaints striving for prompt resolution and satisfaction.
- Assist team members in troubleshooting and resolving complex technical issues.
- Stay updated on IT industry trends and technologies to support continuous improvement.
- Develop and refine help desk processes and procedures to enhance efficiency and service quality.
- Implement best practices for incident management and problem resolution.
- Maintain accurate records of help desk activities including ticket status resolution details and user feedback.
- Generate reports on help desk performance and user satisfaction.
- Manage relationships with IT vendors and service providers including procurement of hardware and software.
- Ensure the availability of necessary resources tools and software for the help desk team.
- Develop and deliver training materials to help endusers resolve common IT issues independently.
- Communicate IT updates outages and maintenance activities to the user community.
Basic Qualifications
- At least 5 years of proven Help Desk Manager experience.
- Strong technical knowledge of computer systems software and hardware.
- Excellent leadership problemsolving and decisionmaking skills.
- Customerfocused mindset with strong communication and interpersonal abilities.
- Proficiency in help desk ticketing systems and IT service management (ITSM) tools.
- ITIL or relevant certifications are a plus.
- Ability to work in a fastpaced environment and manage multiple priorities.
When You Join FedTec You Are Joining a Family! We take pride in our work and the true and transparent relationships we build with our employees and partners. We believe that positive energy attracts likeminded individuals which is why we have such exceptional people on our team.
Just as youd do for your own family we prioritize your safety health and happiness. Thats why weve created the FedTec Total WellBeing program offering benefits like:
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Comprehensive medical dental and vision plans. These plans encompass a range of beneficial features such as Telehealth virtual care programs and access to resources to support your physical and mental wellbeing.
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Generous paid time off for relaxation and rejuvenation.
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Financial security through 401k companypaid short and longterm disability life insurance and additional voluntary coverage.
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Support for your life and family with access to an Employee Assistance Program Pet Insurance and Prepaid Legal services.
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Recognition and growth opportunities through our Rewards & Recognition and Learning & Development programs.
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Our newest addition the FedTec Fit Program features an onstaff Fitness Coach who provides personal and group sessions company fitness challenges and ongoing support for your fitness goals.
At FedTec we embrace the power of diversity fostering a culture where varied thoughts ideas and perspectives empower our employees and partners to thrive. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex gender gender identity or expression sexual orientation national origin disability or status as a protected veteran and we maintain a drugfree workplace to ensure a safe and healthy environment for all.
Employment Type
Full Time
