Help Desk Manager

Integral Consulting Services, Inc.; Fort Meade (MD); On-site; USD 120,000 - 135,000; Full time

Benefits offered by this job

Medical, Dental & Vision Insurance

401(k) with immediate vesting

Paid Time Off & Holidays

Bonuses & Awards

Professional Training Reimbursement

Job summary

Integral Federal is seeking a Help Desk Manager to support DISA as part of the Defense Information Systems Agency portfolio. The role requires a Bachelor's degree in IT with 5 years in IT support and at least 2 years in help desk management, plus ITIL v4 certification and a Secret Clearance.

Salary range is $120,000 - $135,000, with potential bonuses/shift differentials depending on position and market conditions.

Qualifications

• Bachelor's degree in IT or related field.
• ITIL v4 Certification is required or preferred.
• 5 years of IT support experience with 2+ years in a Help Desk Manager role.

Responsibilities

• Plan and implement IT capacity management to ensure performance targets.
• Manage and mentor service desk staff to handle inquiries and issues effectively.
• Oversee daily service desk operations, monitor SLAs and performance metrics.
• Identify and implement service improvement initiatives.
• Coordinate with other IT sections to evolve the service desk with changing needs.
• Analyze performance data to report trends and drive improvements.

Skills

People management

Service desk leadership

Analytical thinking

Effective communication

Education

Bachelor's degree in IT or related field

ITIL v4 Certification

Tools

ITSM software

Job description

Overview

The Help Desk Manager supports the Defense Information Systems Agency (DISA), Business Systems Portfolio develop and integrate Agency business systems solutions, which include systems that address key areas such as personnel management, financial management, telecommunication services, contract management, and customer relations, among other support services to the DISA mission.

Responsibilities

• Plan and implement the appropriate IT capacity (Resource Capacity Management, Service Capacity Management, and Business Capacity Management) while helping ensure that information & technology services achieve expected levels of performance.
• Manage and mentor service desk staff, ensuring they are well-trained and equipped to handle inquiries and technical issues effectively.
• Oversee the daily operation of the service desk to include monitoring performance metrics and service level agreements (SLAs).
• Responsible for identifying and implementing service improvement initiatives.
• Coordinate with other IT sections to resolve issues and ensure that the service desk continually evolves to meet changing business needs.
• Analyze performance data to identify trends and areas of improvement to provide regular reports to management on service desk performance.

Qualifications

Required:

• Bachelor's Degree with 5 years of experience in IT support
• 2 years of support as a Help Desk Manager
• ITIL v4 Certified
• Secret Clearance

Preferred:

• Experience in implementing ITIL-based methods of using industry-recognized Service Desk ticket management software.

Salary range: $120,000 - $135,000

This role is in the proposal stage. The above salary range represents a general guideline. Integral Federal considers a number of factors when determining base salary offers, such as the scope and responsibilities of the position and the candidate's experience, education, skills, and current market conditions.

Depending on the position, employees may be eligible for overtime, shift differential, and/or discretionary bonuses in addition to base pay.

Company Overview

Integral partners with federal defense, intelligence, and civilian leaders to tackle their most important challenges and deliver positive outcomes. Since our founding in 1998, we have helped clients leverage existing and emerging technologies to transform their enterprises, empower growth, drive innovation, and build sustainable success. The forward-leaning solutions we deliver are tailored to each mission with a focus on keeping our nation safe and secure.

Integral is headquartered in McLean, VA and serves clients throughout the country.

We offer a comprehensive total rewards package including paid parental leave and immediate vesting in our 401(k). Give us a try and become part of a curated group of professionals at Integral Federal!

Our package also includes:

• Medical, Dental & Vision Insurance
• Flexible Spending Accounts
• Short-Term and Long-Term Disability Insurance
• Life Insurance
• Paid Time Off & Holidays
• Earned Bonuses & Awards
• Professional Training Reimbursement
• Employee Assistance Program

Equal Opportunity Employer/Protected Veteran/Disability