IT Help Desk Manager

Overview

ViaPath Technologies has an immediate opening in our Falls Church, VA office for a Help Desk Manager to support our IT Services Programs. In this role, you will be responsible for overseeing the day-to-day operations of our help desk teams that handle T1/2 incidents and triaging and resolving calls, chats, emails, and online tickets in support of internal and external help desk projects. Ideal candidates will have experience leading others, supporting management in executing important projects, and driving sustainable performance improvements for IT Services projects. The ideal candidate will be competent in customer and employee experience, help desk solutions (people, process, technology), directing and supporting others, as well as motivating, inspiring, and training the workforce.

This is a hybrid position - 3 days per week worked from our Falls Church office, and 2 days per week worked from home/remote.

Responsibilities

• Manage, administer, maintain service desk platform powered by the ServiceNow incident management module - prior knowledge of form design, building and maintaining dashboards, and reporting tools is required
• Manage a small team of Help Desk Representatives responsible for end user support including the scheduling of resources needed on-site to support all business operations
• Constantly evaluate and improve the service desk ticket management lifecycle
• Manage service desk operations: ensure all calls are answered during business hours, ensure that all tickets are logged (where possible), establish and manage a process to ensure that all aging tickets are moved to closure
• Establish process to ensure that we have quality employee data in Active Directory and in photo and contact management systems, establish a regular error checking process to maintain data quality
• Define, manage against, measure and report on our ability to meet internal KPI’s for ticket aging, for data quality inside of tickets (work notes and resolutions), and customer satisfaction
• Monitor, coach, motivate and support staff; provide leadership and 1:1 direction while maintaining team morale
• Provide technical assistance and solutions to customer escalations and serve as the point of contact to end-users and service owners
• Ensure staff performance, quality, productivity, and attendance standards are met
• Practices real-time workforce management to ensure staff schedule adherence and continuous SLA achievement.
• Remain up to date on any new developments to the projects, communicate those changes to the staff, and ensures comprehension and compliance.
• Develop recommendations that will enhance service delivery, operating procedures, and standards.
• Collaborate with management on important projects and day to day operations

Qualifications

• High School diploma or GED equivalent required. Bachelor’s degree in Information Technology, Computer Science, or a related field (preferred) or a combination of education and experience
• 8 years of technical support experience in an IT Help Desk environment
• 2 years of supversiory/management experience to include leading project tasks or team assignments in a IT Help Desk environment (examples: scheduling, quality assurance, training, reporting, performance management, etc.)
• Must possess proficiency with troubleshooting common computer, printer, and telephone issues to assist customers and agents with resolving technical issues
• Extensive experience with desktop and server operating systems, including Active Directory and PowerShell scripting
• Experience administrating and managing Microsoft 365 tenants
• Experience with server virtualization; Hyper-V, VMware
• Experience with Cloud Computing; Azure, AWS
• Experience with WAN, WWAN, Wi-Fi, and LAN technologies
• Experience with SQL, SQL queries
• Experience managing and configuring Firewalls and VPNs
• Working knowledge of a range of diagnostic utilities, and Help Desk ticketing systems
• Good business and analytical problem-solving skills. Strong technical and communication skills, and leadership skills to support and develop staff
• Stellar communication skills and ability to work with and manage others
• Experience implementing data integrations/SSO tools is a plus
• Ability to work independently, follow directions and manage different project assignments
• Ability to work all assigned shifts and contract hours as needed

ViaPath Technologies, an innovation leader in correctional technology, education solutions that assist in rehabilitating inmates, and payment services solutions for government.  ViaPath Technologies leads the fields of correctional technology, education, and government payment services with visionary solutions and customized products that integrate seamlessly to deliver security, financial value, and operational efficiencies while aiding inmate rehabilitation and reducing recidivism rates. 

ViaPath Technologies is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, pregnancy or pregnancy-related condition, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, marital status, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.