Help Desk Manager

Chenega Corporation; Arlington (TX); On-site; USD 60,000 - 100,000; Full time

Job summary

An established industry player seeks a dynamic Help Desk Manager to lead a talented team in a fast-paced environment. This role is pivotal in enhancing customer satisfaction and operational efficiency through effective management and innovative problem-solving. You will mentor and guide Help Desk Technicians, ensuring they have the tools and training necessary to excel. With a strong emphasis on professional development and a supportive culture, this position offers a unique opportunity to grow your career while making a significant impact on national security operations. Join us in fostering a customer-centric approach and driving continuous improvement in service delivery.

Benefits

Professional Development Opportunities

Flexible Work Environment

Well-being Programs

Qualifications

• 3+ years of experience managing a technical support team.
• Must meet DoD 8140.01 (IAM-1) requirements.

Responsibilities

• Lead and mentor Help Desk Technicians in a collaborative environment.
• Establish and maintain service level agreements for response times.

Skills

Leadership Skills

Communication Skills

Analytical Skills

Problem-Solving Skills

Customer Service Orientation

Education

High School Diploma or GED

Bachelor’s Degree in Computer Science or IT

Tools

Jira

Remote Support Tools

Job description

Overview

Help Desk Manager

Arlington, Virginia

Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional development is embedded in your employer’s core culture? If so, Chenega Military, Intelligence & Operations Support (MIOS) could be the place for you! Join our team of professionals who support large-scale government operations by leveraging cutting-edge technology and take your career to the next level!

We deliver essential technology services to our customers in support of their missions to sustain the national security and economic interest of our nation. SecuriGence is seeking a talented Help Desk Manager to help contribute to our success. Come help us solve problems with Innovation Through Intelligence.

Responsibilities

• Lead, mentor, and motivate a team of Help Desk Technicians, fostering a positive and collaborative work environment.
• Conduct regular performance evaluations, identify training needs, and provide coaching and development opportunities.
• Manage team schedules, ensuring adequate coverage to meet service level agreements (SLAs).
• Oversee onboarding and training of new Help Desk Technicians.
• Establish and maintain service level agreements (SLAs) for response and resolution times.
• Monitor and analyze help desk performance metrics (e.g., ticket volume, resolution time, customer satisfaction) to identify areas for improvement.
• Implement industry best practices for incident management, problem resolution, and knowledge management.
• Develop and maintain comprehensive documentation for help desk processes, procedures, and knowledge base articles.
• Manage and maintain the help desk ticketing system, ensuring accurate tracking and reporting of all support requests.
• Provide technical guidance and support to the Help Desk team, escalating complex issues as needed.
• Proactively identify and troubleshoot recurring technical issues.
• Collaborate with other IT teams to resolve escalated issues and implement long-term solutions.
• Foster a customer-centric culture within the Help Desk team, emphasizing professionalism, empathy, and effective communication.
• Ensure timely and accurate communication with customers regarding their support requests.
• Manage customer expectations and escalations effectively.
• Gather customer feedback and identify opportunities to improve the overall customer experience.
• Other duties as assigned.

Qualifications

• High school diploma or GED equivalent
• Bachelor’s degree in computer science, Information Technology, or related field preferred.
• 3+ years of experience managing a technical support team.
• Must meet DoD 8140.01 (IAM-1) requirements.
• Must have a Top-Secret Clearance.

Knowledge, Skills and Abilities:

• Experience in a fast-paced, high-growth environment.
• Strong understanding of ITIL framework and best practices.
• Experience with Jira help desk ticketing systems and remote support tools.
• Excellent communication, interpersonal, and leadership skills.
• Strong analytical and problem-solving abilities.
• Ability to work independently and as part of a team.

How you’ll grow

At Chenega MIOS, our professional development plan focuses on helping our team members at every level of their careers to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there’s always room to learn.

We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their careers.

Benefits

At Chenega MIOS, we know that great people make a great organization. We value our team members and offer them a broad range of benefits.

Chenega MIOS’s culture

Our positive and supportive culture encourages our team members to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them be healthy, centered, confident, and aware. We offer well-being programs and continuously look for new ways to maintain a culture where we excel and lead healthy, happy lives.

Corporate citizenship

Chenega MIOS is led by a purpose to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our team members, and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities.