Help Desk Manager

Quadrant, Inc.; Quantico (VA); On-site; USD 120,000; Full time

Job summary

An established industry player seeks a Help Desk Manager to lead daily operations and ensure effective resolution of technical issues. This role requires a dynamic leader with over 5 years of experience in help desk management and a strong understanding of security protocols in a Top Secret environment. You will mentor staff, develop service level agreements, and communicate effectively with users and stakeholders. If you thrive in a fast-paced environment and possess the necessary expertise, this is a fantastic opportunity to make a significant impact in a vital role.

Qualifications

• 5+ years as Help Desk Manager in similar scope.
• Active TS/SCI clearance required for this role.

Responsibilities

• Manage daily operations ensuring prompt resolution of issues.
• Supervise help desk staff and enforce procedures.

Skills

Help Desk Management

Troubleshooting Expertise

Microsoft Office Suite

SharePoint

CODIS Familiarity

Education

Bachelor's Degree

Job description

Help Desk Manager

Quantico, VA

Pay From: $120000 per year

MUST:

Experienced Help Desk Manager

Active TS/SCI clearance required

5+ years of experience as Help Desk Manager supporting programs of similar scope and complexity

3+ years of experience with Microsoft Office Suite (Word, Excel, PowerPoint) and SharePoint (user level)

1+ years of experience with CODIS or familiarity with its operational environment

Demonstrated troubleshooting expertise on software and desktop support issues

Experience with CODIS is strongly preferred

Bachelors degree preferred, equivalent experience can substitue degree

DUTIES:

Manage daily operations of the help desk, ensuring prompt and effective resolution of technical issues

Supervise and mentor help desk staff, providing training and performance management to ensure service excellence

Develop, document, and enforce help desk procedures, service level agreements (SLAs), and escalation paths

Monitor ticket queues, analyze trends, and generate performance reports to improve support outcomes

Ensure compliance with security protocols and maintain operational readiness in a Top Secret environment

Serve as the escalation point for complex software and user issues, leveraging advanced troubleshooting skills

Coordinate with technical teams to support system updates, migrations, and incident resolution

Maintain user-facing documentation and knowledge base content to enhance self-service support

Utilize and support Microsoft Office Suite and SharePoint to facilitate collaboration and reporting

Communicate effectively with users, stakeholders, and leadership to provide updates and manage expectations

Help Desk Manager

Quantico, VA

Pay From: $120000 per year

MUST:

Experienced Help Desk Manager

Active TS/SCI clearance required

5+ years of experience as Help Desk Manager supporting programs of similar scope and complexity

3+ years of experience with Microsoft Office Suite (Word, Excel, PowerPoint) and SharePoint (user level)

1+ years of experience with CODIS or familiarity with its operational environment

Demonstrated troubleshooting expertise on software and desktop support issues

Experience with CODIS is strongly preferred

Bachelors degree preferred, equivalent experience can substitue degree

DUTIES:

Manage daily operations of the help desk, ensuring prompt and effective resolution of technical issues

Supervise and mentor help desk staff, providing training and performance management to ensure service excellence

Develop, document, and enforce help desk procedures, service level agreements (SLAs), and escalation paths

Monitor ticket queues, analyze trends, and generate performance reports to improve support outcomes

Ensure compliance with security protocols and maintain operational readiness in a Top Secret environment

Serve as the escalation point for complex software and user issues, leveraging advanced troubleshooting skills

Coordinate with technical teams to support system updates, migrations, and incident resolution

Maintain user-facing documentation and knowledge base content to enhance self-service support

Utilize and support Microsoft Office Suite and SharePoint to facilitate collaboration and reporting

Communicate effectively with users, stakeholders, and leadership to provide updates and manage expectations

Quadrant is an affirmative action/equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, status as a protected veteran, or status as an individual with a disability. "Healthcare benefits are offered to all eligible employees according to compliance mandated by the Affordable Care Act".

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