Helpdesk Manager

February 8, 2022,

 Position Title: Help Desk Manager 

Location: Remote 

Reports to: Chief Technology Officer 


Position Summary: The Help Desk Manager leads a team of helpdesk technicians who provide tiered level helpdesk client service support and IT infrastructure maintenance to include computer backups and monitoring of all IT systems. 


Essential Responsibilities: 

  • Lead and manage IT Services team that provides helpdesk, IT infrastructure, and networking support for clients and ETTE. 
  • Develop and maintain process-driven, high-quality service delivery experiences for clients 
  • Manage helpdesk activities to include assigning, reviewing, monitoring, and auditing helpdesk tickets.  
  • Monitor progress and prepare IT Services team status reports that include metrics and key performance indicators.  
  • Provide remote helpdesk / technical Tier 3 level support and respond to end-user phone calls and emails. Diagnose and resolve end-user issues/needs related to hardware, software, and client’s network. Support desktop computers, laptops, printers, and mobile phones. 
  • Develop and execute technical client projects, such as new office space configurations/reconfigurations, computer, phone, and software deployments; 
  • Collaborate with CTO on client infrastructure upgrades, modifications, and deployments. 
  • Provide escalated ticket guidance to colleagues to diagnose and resolve tickets. Follow-up with clients and third-party support on pending tickets. 
  • Ensure client satisfaction by ensuring concerns are addressed in a timely manner. 
  • Prepare IT service quotes and technical proposals for clients, purchase IT equipment and supplies. 
  • Ensure the team follows best practices while keeping abreast of current and emerging technologies. 
  • Lead, mentor, and coach the IT Services team to perform proficiently with an innovative mindset to exceed client expectations. 
  • Assist with talent management activities to include recruitment, training, and retention. 
  • Conduct team meetings on a regular basis to discuss project issues and status.  
  • Research and present training opportunities for IT Service team members to ensure continuous growth of the team’s knowledge, skills, and abilities; and 
  • Perform other duties, as assigned.  


Qualifications and Requirements:  

  • 8 years of helpdesk management, infrastructure, and networking experience with a minimum of 4 years leading, managing and training IT Service teams.  
  • Bachelor’s degree in computer science required, or equivalent work experience. 
  • Valid Driver’s License
  • Able to pass U.S. Government background check
  • Excellent English language skills are required. 
  • Experience implementing and operating a process-oriented IT service delivery environment (e.g. – ISO, ITIL, COBIT)  
  • IT certifications are a plus (Microsoft, ISACA, CompTIA, etc.) 
  • Proficient knowledge of computer and software troubleshooting, networking, security, and firewalls. 
  • Working knowledge of Windows, Windows 10, Windows Server, Windows AD, Windows remote desktop, Office 365, Mac OS, monitoring tools, Active directory, and Linux preferred. 
  • Knowledge of cloud-managed services (e.g. – Meraki, Ubiquiti). 
  • Experience resolving issues in Microsoft Office, Office 365, Adobe products. 
  • Strong technical, analytical, interpersonal, communication, and team leadership skills with the ability to communicate technical issues to technical and non-technical audiences. Ability to build and nurture long-term relationships.  
  • Proven record of accomplishment driving decisions collaboratively, resolving conflict, and ensuring follow through with exceptional verbal and written communication. 
  • Excellent customer service and time management skills. Demonstrated written, verbal, and problem-solving skills, with the ability to be agile and adapt quickly. 
  • Ability to motivate, inspire, and lead teams. 
  • Driven self-starter who works effectively and efficiently in a collaborative team environment. 
  • Ability to effectively manage priorities in a fast-paced office environment, demonstrating a flexible approach with short deadlines. 
  • May experience prolonged periods sitting at a desk. 

A base salary plus the following benefits after three months:

  • Vacation, 80 hours per year
  • 401K 3% Contribution (following six months of employment)
  • Long Term Disability (60% of salary)
  • Short Term Disability (60% of salary)
  • Vision Insurance (99% of premium)
  • Dental Insurance (99% of the premium)
  • Life Insurance ($50K Coverage)
  • Health Insurance (100% of the premium for an individual base plan)
  • Company Smartphone
  • Company Laptop
  • Credit Card for business purchases
  • Uber for Business account
  • Profit-Sharing Plan
  • Performance Bonuses
Job Category: management
Job Type: Full Time
Job Location: District of Columbia Remote

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