IT Help Desk Manager (Public Trust Required, Fully On-Site)

AET FEDERAL INC; Suitland (MD); Hybrid; USD 80,000 - 120,000; Full time

Job summary

AET Federal is looking for an experienced IT Help Desk Manager with over 10 years of expertise in managing IT service desks. In this hybrid role based in Suitland, MD, you will oversee various IT projects, ensuring effective communication with stakeholders and performance monitoring of help desk operations. The successful candidate will possess strong project management and customer relationship skills, along with necessary certifications.

Benefits

401(k)

Paid time off

Dental insurance

Health insurance

Vision insurance

Qualifications

• 10 years of experience managing IT Service Desks.
• Certification in Project Management.
• Degree in a related IT field.

Responsibilities

• Oversee multiple projects including call monitoring and incident monitoring.
• Communicate with stakeholders and manage performance metrics.
• Review help desk tickets against established standards.

Skills

Customer Communication

Performance Metrics Analysis

Risk Mitigation

Incident Management

Team Leadership

Education

Degree in Computer Science

ITIL Certification

Project Management Certification

HDI Certification

Job description

Benefits:

• 401(k)
• Paid time off
• Dental insurance
• Health insurance
• Vision insurance

IT Help Desk Manager

AET Federal is seeking a disciplined IT Help Desk Manager with at least 10 years of experience in managing IT Service/ Help Desk and Call Centers. The Help Desk Manager will work a hybrid role, based out of Suitland, Maryland assisting the Program Manager overseeing multiple assignments and projects.

Specific Duties Include:

• Overseeing multiple projects including but not limited to call monitoring, incident monitoring, performance metrics, help desk tickets (Tier I, II, III)
• Responsible for communicating with stakeholders, project operators, customers, and peers
• Mitigating risks and knowledge management
• Collecting and monitoring performance metrics comparing team member's performance using statistical and graphing reporting tools
• Overseeing incident monitoring by reviewing tickets entered by the Enterprise IT Help Desk team against established standards
• Managing call monitoring and worker call monitoring by listening on analyst's calls and rating specific behaviors
• Overseeing ticketing of mobile device issues and incoming call center inquiries

Requirements:

· Minimum of 10 years of experience managing an IT Service Desk

· Project Management Certification

· Currently obtain a Public Trust

· Must be able to commute to Suitland, Maryland daily (fully on-site)

· Degree in Computer Science, Information Technology, or related field

· ITIL Certification

· HDI Certification

· Prior experience working at a help desk/ mobile help desk

· Experience working with customers, gathering and understanding customer requirements

· Experience in fostering and managing customer relationships

· Experience in written and/or verbal communication (reports) to peers, stakeholders, and management