NIH OD Help Desk Manager

Futrend Technology, Inc.; Bethesda (MD); On-site; USD 75,000 - 95,000; Full time

Job summary

A leading company is seeking an NIH OD Help Desk Manager to oversee a help desk supporting over 3,000 users. The ideal candidate will have extensive experience in help desk management, customer satisfaction, and continuous improvement. Responsibilities include managing the help desk team, ensuring compliance with SOP and ITIL practices, and driving program delivery and growth. This position offers significant upward promotion potential within the organization.

Qualifications

• 5+ years in help desk management.
• Hands-on experience managing large help desk teams.

Responsibilities

• Manage help desk team to support 3000+ end users.
• Provide timely SLA reports and trend analysis.

Skills

Help Desk Management

Customer Satisfaction

Continuous Improvement

Education

Bachelor's degree in IT

Tools

ITIL

CompTIA A+

Microsoft Certified Solutions Associate

Job description

Description:

Futrend Technology is looking for an NIH OD Help Desk Manager to join our team of industry-leading professionals with significant upward promotion potential.

The NIH PM is responsible for delivering and growing our health IT, consulting, and software development work at the National Institute of Health (NIH). The NIH PM has demonstrated capability in managing contracts, providing vision, creating accountability among staff, and leading account growth. The NIH PM manages multiple senior and executive-level customer relationships and guides the creation of customer value. The NIH PM is responsible for the delivery and growth of existing programs (both as a prime and subcontractor), leveraging existing relationships, multiple GWACs, a broad NIH IDIQ, and our joint venture partner to drive growth.

To excel in this role, the NIH Help Desk Service Manager will manage a help desk supporting over 3,000 end users. The ideal candidate will measure success through outcomes, program delivery, customer satisfaction, continuous improvement, financial performance, qualified pipeline, and business growth.

Roles and Responsibilities:

• Manage help desk team to support 3000+ end users.
• Ensure team follows SOP and ITIL practices.
• Provide timely SLA reports and trend analysis related to help desk tickets.
• Make recommendations and implement improvements.
• Work with program manager and team to meet SLA metrics.

Qualifications:

• 5+ years in help desk management.
• Bachelor's degree in IT or a technical field.
• ITIL Practitioner or equivalent certification.
• Relevant IT certifications such as ITIL Service Manager, Apple Certified Macintosh Technician, LPIC-1, LPIC-2, CompTIA A+, Network+, Linux+, Healthcare IT Technician, HDI End user Support Manager, Microsoft Certified Solutions Associate (Windows 10/11), or Microsoft Certified Solutions Engineer.
• Hands-on experience managing large help desk teams.
• Experience in NIH, Federal Health IT agencies, research, or academic institutions is a plus.

Location:

NIH campus in Bethesda MD, Rockville MD, metro Washington DC.

Futrend Technology, Inc. is an Equal Opportunity Employer. All qualified applicants receive consideration without regard to race, religion, color, national origin, gender, sexual orientation, gender identity, age, veteran status, or disability. We use E-Verify to validate employment eligibility. Futrend is a VEEVRA Federal Contractor.