Help Desk Manager jobs in Maryland
Help Desk Manager manages the staff and operations of an organization's technical help desk. Ensures team members are trained and coached on effective methods to research, troubleshoot, deliver solutions, and access the current product or technical updates. Being a Help Desk Manager trains the team on the help desk systems and tools to identify, document, track, and resolve reported problems. Identifies and gathers key metrics to analyze the help desk performance and identify problem areas. Additionally, Help Desk Manager monitors and measures service metrics and volume to develop standards, improvements, or changes to workflows and resource allocation. Acts as an escalation point and facilitator for severe, critical, or unique issues. May require a bachelor's degree. Typically reports to a director. The Help Desk Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be a Help Desk Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)
Recently Added Help Desk Manager jobs
- Octo Consulting Group
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Rockville, MD
FULL_TIME
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Help Desk Manager
Location: Rockville, MD
Req#: 615772
Company InformationJob DescriptionOcto, an IBM company, is an industry-leading, award-winning provider of technical solutions for the federal government. At Octo, we specialize in providing agile software engineering, user experience design, cloud services, and digital strategy services that address government's most pressing missions. Octo delivers intelligent solutions and rapid results, yielding lower costs and measurable outcomes.
Our team is what makes Octo great. At Octo you'll work beside some of the smartest and most accomplished staff you'll find in your career. Octo offers fantastic benefits and an amazing workplace culture where you will feel valued while you perform mission critical work for our government. Voted one of the region's best places to work multiple times, Octo is an employer of choice!
You...
Octo has an opportunity for a Help Desk Manager to lead helpdesk and desktop activities for one of our top federal health customers. As the Helpdesk Manager, you will serve as the primary technical and managerial interface for helpdesk and desktop activities as well as ensuring customer service is timely and accurate.
To be successful in this role, you should have a wide range of skills in computer hardware (laptops, desktops, mobile devices, telecom), software (email, MS Office, O365, databases, Active Directory, collaboration tools, etc.), customer service, ITIL implementation, along with experience with ServiceNow.
Us...
We were founded as a fresh alternative in the Government Consulting Community and are dedicated to the belief that results are a product of analytical thinking, agile design principles and that solutions are built in collaboration with, not for, our customers. This mantra drives us to succeed and act as true partners in advancing our client's missions.
Program Mission...
The program will provide desktop management and user support, to include computer systems, mobile devices, printers, and software, for several thousand government and contractor staff across the Maryland Metro area and those working remotely.
Skills & RequirementsRequirements...
* Demonstrated ability to a large team of helpdesk and desktop staff to include managing, directing, and providing guidance to staff to ensure problem resolution and customer satisfaction.
* Demonstrated ability to manage, monitor, and report on relevant ServiceNow functions such as ticket creation, queue management/routing to the appropriate team, triage incoming tickets, ticket updates, ticket closure, ticket escalation, workflow creation and problem management, ServiceNow systems, and workflow testing.
* Experience with implementing and ensuring adherence to the most current ITIL processes and standards
* Experience operating a technology refresh program which provides desktop and laptop computer hardware including computers for new and current staff, and schedule periodic replacement of outdated and obsolete desktop and laptop computers, tablets, monitors, accessories, and PIV card readers.
* Experience with managing to, achieving, and reporting on Service Level Agreements (SLAs) and Operational Level Agreements (OLA).
* Experience in successfully managing projects such as operating system upgrades, technology refresh, standardized desktop or laptop encryption rollouts.
* Experience working on multiple projects, simultaneously, in an IT support environment, troubleshooting problems on end-user hardware, software, and networks.
* Experience balancing the efficiency of support with maintaining the highest standard of quality and customer service.
* Experience and demonstrated ability to write clear and accurate technical and end user documentation (e.g., How To Guides; Standard Operating Procedures; Knowledgebase Articles).
* Experience with managing corporate processes for staff recruiting, hiring, onboarding, coaching, training, assessing performance, retaining, and offboarding.
Years of Experience: At least 7 years of experience in the helpdesk/desktop support field with at least 3 years of helpdesk management experience.
Education/Certifications: ITIL Foundations certification within three months of hire.
Locations: Rockville, MD/Maryland Metro Area.
Clearance: Ability to obtain and maintain an agency Public Trust clearance.
Octo is an Equal Opportunity/Affirmative Action employer. All qualified candidates will receive consideration for employment without regard to disability, protected veteran status, race, color, religious creed, national origin, citizenship, marital status, sex, sexual orientation/gender identity, age, or genetic information. Selected applicant will be subject to a background investigation.
Octo is an IBM subsidiary which has been acquired by IBM and will be integrated into the IBM organization. Octo will be the hiring entity. By proceeding with this application, you understand that Octo will share your personal information with other IBM affiliates involved in your recruitment process, wherever these are located. More Information on how IBM protects your personal information, including the safeguards in case of cross-border data transfer, are available here: ".
- 11 Days Ago
- Robert Half
-
Baltimore, MD
FULL_TIME
- IT Support Services ManagerDuration: 6-Month Contract – Strong likelihood of conversion to permanent during the contractLocation: Mostly Remote – The company is located in Baltimore but you will only ...
- 1 Month Ago
- LCG Systems
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Rockville, MD
FULL_TIME
- Job Classification Salaried Job Type full-time Category Service Delivery Location ROCKVILLE, MD 20852 US (Primary) Job Description LCG Inc. is seeking a highly talented Help Desk Manager, who is well ...
- 23 Days Ago
- The Swift Group
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Bethesda, MD
FULL_TIME
- Job Description Experience with the Software Development Lifecycle (SDLC) and software development using agile methodologies such as Scrum, DevOps, SAFe, etc., and experience managing Help Desk and pr...
- 1 Day Ago
- WPS Parking Solutions
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Sykesville, MD
FULL_TIME,OTHER
- Help Desk Job Title: Product Support Specialist Location: Eldersburg, MD Coverage area: Mid-Atlantic and surrounding areas Department: Service (Operations) Reports to: Operations Manager and Service C...
- 6 Days Ago
- leisnoi
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Baltimore, MD
FULL_TIME
- Job Title Help Desk Education N/A Location Baltimore, MD - Baltimore, MD USDurham, NC 27701 US (Primary) Career Level Entry Level Category Information Technology Salary Grade Date Needed By Job Type F...
- 1 Month Ago
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