Help Desk Manager More Details

Information Technology Strategies, LLC; United States; Remote; USD 60,000 - 100,000; Full time

Job summary

A forward-thinking company is seeking a Help Desk Manager to lead a dedicated team in providing exceptional IT support. This role involves supervising help desk operations, ensuring compliance with regulations, and maintaining high customer satisfaction levels. Ideal candidates will have extensive experience in troubleshooting and managing help desk staff, along with a Bachelor’s degree in a related field. Join this innovative firm and contribute to enhancing IT services for government clients while enjoying a comprehensive benefits package and a commitment to diversity in the workplace.

Benefits

Medical/Vision options

Dental and Orthodontia plan

401K Retirement Program

Paid Vacation

Paid Life Insurance

Short-Term Disability

Long-Term Disability

Sick Leave

Floating Holidays

Bereavement Leave

Qualifications

• 5+ years of experience in computer hardware and software systems.
• Proven experience in managing help desk operations.

Responsibilities

• Supervise help desk operations and provide advanced troubleshooting support.
• Ensure high levels of customer satisfaction with prompt support.

Skills

Troubleshooting Skills

Help Desk Management

Customer Service

Technical Support

Education

Bachelor's degree in Computer Science

Tools

Help Desk Software

Computer Hardware

Computer Software

Job description

Information Technology Strategies, Inc. is a government IT solutions provider servicing commercial and government initiative in various parts of the United States. We are currently seeking an Help Desk Manager to work for our company.

Summary:

• Client Agency is Defense Logistics Agency.
• Eligibility to obtain a U.S. Government SECRET / TOP SECRET Clearance. (Basic Federal Clearance requirements are U.S. Citizenship, clear criminal history check, no recent or pending bankruptcies)
• Monitor, support, and perform computer processing tasks. Coordinate responses to trouble reports and ensure timely resolution of issues.
• Supervise help desk operations, including shift supervision and lead diagnostician roles. Provide guidance and support to help desk staff.
• Provide advanced troubleshooting support to a user community employing computer systems and networks. Diagnose problems and provide applicable remedies.
• Ensure help desk staff are equipped with the necessary technical knowledge to support users effectively. Provide training and development opportunities for help desk personnel.
• Maintain accurate records of help desk activities, including trouble reports, resolutions, and performance metrics. Ensure documentation is up-to-date and accessible.
• Monitor help desk performance and evaluate areas for improvement. Implement strategies to enhance efficiency and effectiveness.
• Ensure high levels of customer satisfaction by providing prompt and professional support. Address user concerns and feedback to improve help desk services.
• Ensure help desk operations comply with relevant regulations and standards. Implement best practices for data security and privacy.

Requirements:

• Eligibility to obtain a U.S. Government SECRET / TOP SECRET Clearance. (Basic Federal Clearance requirements are U.S. Citizenship, clear criminal history check, no recent or pending bankruptcies)
• Must have 5+ years of relevant experience in computer hardware and software systems. Strong understanding of how programs use computer hardware.
• Proven experience in managing help desk operations and supervising help desk staff.
• Advanced troubleshooting skills and experience with computer systems and networks. Ability to diagnose and resolve complex technical issues.
• Bachelor's degree in a related field (e.g., Computer Science, Information Technology, Engineering).

Preferences:

• One of the following certifications: IAT-II security certification: CCNA Security, CySA+, GICSP, GSEC, Security+ CE, CND, SSCP, CASP+ CE, CCNP Security, CISA, CISSP, CISSA, GCED, GCIH, or CCSP
• One of the following certifications: Oracle Cloud Infrastructure (OCI) Foundations 2020 Certified Associate, Oracle Certified Associate (OCA), Oracle WebLogic Server 12c Administrator, Oracle Java SE 8 Programmer I, Oracle Enterprise Manager 12c Essentials (OEM 12c), Oracle Business Intelligence Publisher (BIP) 12c R1: Fundamentals, Oracle Planning 202x Certified Implementation Specialist (CIS), and Oracle Identity Governance 12c: Essentials.

Work With Us

IT-Strat is a technology consulting company that holds various contract vehicles including best in class vehicles. IT-Strat has supported multiple clients including the Department of Homeland Security (DHS), Customs and Border Protection (CBP) and Immigration and Customs Enforcement (ICE via both prime and meaningful subcontracts). Additionally, IT-Strat has prime contracts with Defense Information Systems Agency (DISA), Defense Logistics Agency (DLA) and many others. We maintain relationships with multiple large businesses.

IT-Strat was established in 2002. We are a certified Woman Owned Small Business. IT-Strat also successfully graduated as an SBA 8(A) company. It was an 8(a) company from 2008 through 2017 and currently still has 8(a) contract vehicles.

Benefits We Offer:

• Four Medical/Vision options including an HSA plan
• Dental and Orthodontia plan
• Vision Materials plan
• Paid Life, Short-Term Disability, and Long-Term Disability
• 401K Retirement Program with company contribution
• Paid Vacation, Holidays, Sick Leave, Floating Holidays, Bereavement Leave
• Semi-monthly pay cycle

Information Technology Strategies (“IT-Strat”) is an Equal Employment Opportunity employer, and it is our policy to consider applicants for employment without regard to sex, race, color, creed, religion, national origin, sexual orientation, marital status, age, disability, veteran status, alienage, ancestry, and any other factors prohibited by law. Employment selections are based on company and client requirements and the qualifications and skills of the candidate. IT-Strat is committed to actively capitalizing on the diversity of skills, talents, and perspectives of our employees.