Help Desk Manager Top-Secret (TS) clearance

Innovative Management & Technology Services; Woodbridge (VA); On-site; USD 70,000 - 90,000; Full time

Job summary

A leading company in cyber security and IT services is seeking a Help Desk Manager in Woodbridge, VA. This role involves leading a team to provide exceptional technical support, managing operations, and ensuring customer satisfaction. The ideal candidate will have extensive experience in IT support management, excellent communication skills, and a strong technical background.

Benefits

Competitive compensation

Excellent benefits including tuition reimbursement

Employer-contributed 401K

Referral bonuses

Qualifications

• 5+ years as a Help Desk Manager in a similar program.
• Experience resolving software-related issues.
• 3+ years using Microsoft Office and SharePoint.

Responsibilities

• Lead and mentor the help desk team for effective user support.
• Oversee daily operations, incident tracking, and resolution.
• Ensure compliance with IT policies and regulatory standards.

Skills

Troubleshooting

Communication

Organizational Skills

Education

Bachelor’s degree in information technology

Tools

Microsoft Office Suite

SharePoint

Job description

Company Overview:
Join a fast-growing company highly experienced in cyber security, cloud computing, virtualization, big data analytics, and project management! IMTS offers competitive compensation, excellent benefits including tuition reimbursement and employer-contributed 401K, and referral bonuses. We work with the best customers on-site at top government agencies.

Job Title: Help DeskManager
Primary Location: Woodbridge, VA
Clearance: Top-Secret (TS) Clearance

Position Summary:
We are seeking an experienced and highly skilled Help Desk Manager to lead and manage our technical support operations for a program of similar scope, type, and complexity. This individual will play a critical role in ensuring efficient and effective support to end-users, managing help desk staff, and maintaining the highest level of customer service. The ideal candidate will possess a strong background in IT support management, exceptional communication skills, and in-depth technical knowledge.

Key Responsibilities:

• Lead, manage, and mentor the help desk team to ensure timely and effective support for users.
• Develop, implement, and refine help desk procedures and best practices to improve efficiency and user satisfaction.
• Oversee daily operations of the help desk, including incident tracking, resolution, and escalation processes.
• Monitor team performance and generate reports on service metrics, identifying areas for improvement.
• Provide expert-level troubleshooting and resolution for complex software-related issues.
• Act as the primary point of contact for all end-user support activities and escalated technical issues.
• Coordinate with other IT departments to address systemic issues and improve system usability.
• Conduct regular training and development sessions to help desk staff to ensure up-to-date technical knowledge and customer service standards.
• Maintain documentation for standard procedures, configurations, and user guides.
• Utilize and support Microsoft Office Suite (Word, Excel, PowerPoint) and SharePoint (User-level) effectively in daily operations.
• Ensure compliance with internal IT policies and external regulatory standards.

Minimum Qualifications:

• A minimum of five (5) years of experience as a Help Desk Manager in a program of similar scope, type, and complexity.
• Documented troubleshooting skills and hands-on experience resolving software-related issues.
• Minimum three (3) years of experience using the latest versions of Microsoft Office Suite (Word, Excel, PowerPoint) and SharePoint at the user level.
• Exceptional communication skills, both verbal and written, with the ability to communicate technical information to non-technical users.
• Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.
• Bachelor’s degree in information technology, Computer Science, or a related field.