Remote IT Help Desk Manager (Federal Contract)

DMI (Digital Management, Inc.); United States; Teletrabalho; USD 87 000 - 107 000; Tempo integral

Resumo da oferta

DMI is seeking an experienced IT Help Desk Manager to oversee our IT support operations for a federal government contract. You will lead a team of help desk professionals, ensure exceptional customer service, troubleshoot issues, and maintain IT systems that support federal operations.

Ideal candidates have deep IT infrastructure knowledge, familiarity with federal regulations (NIST), and strong leadership and communication skills. This remote role requires U.S.

Qualificações

• Bachelor's Degree in a relevant field (computer science, information technology, or business administration)
• 5 to 8 years' experience in IT support or help desk roles, with 2-3 years in managing a team
• Certifications such as ITIL, CompTIA A+, or Certified Help Desk Manager (CHDM) are a plus
• Familiarity with government regulations, compliance, and security standards (e.g., NIST)
• Strong leadership abilities to guide teams, resolve conflicts, and make strategic decisions
• Effective communication with stakeholders, team members, and senior management
• Budgeting and financial oversight skills to effectively manage the contract
• Ability to allocate resources efficiently and track expenses

Responsabilidades

• Supervise, mentor, and manage a team of IT help desk technicians, ensuring the efficient and effective resolution of user issues
• Develop training materials and provide ongoing training to staff to enhance technical skills and customer service
• Conduct performance reviews and offer feedback for continuous improvement
• Foster a collaborative and solution-oriented team culture
• Oversee the day-to-day activities of the IT help desk, including managing ticketing systems, troubleshooting, and escalating complex issues to appropriate technical teams
• Ensure timely and accurate resolution of incidents and service requests, adhering to established SLAs
• Maintain high levels of customer satisfaction by providing professional, clear, and courteous communication
• Provide hands-on support for end-user hardware and software issues, including desktop, laptop, mobile devices, and peripherals
• Support federal IT systems, including desktops, servers, networks, and other technologies in compliance with federal standards and regulations
• Coordinate with vendors, contractors, and internal teams to resolve complex technical issues
• Ensure adherence to all relevant federal regulations, including cybersecurity policies, privacy standards, and operational security protocols
• Conduct regular audits and risk assessments to ensure compliance with federal IT requirements and best practices
• Collaborate with cybersecurity teams to manage vulnerabilities and maintain secure IT infrastructure
• Develop and maintain detailed reports on help desk performance, including metrics on incident resolution times, customer satisfaction, and issue trends
• Analyze performance data to identify areas for improvement and implement process improvements
• Stay updated on emerging technologies and industry trends, integrating them into IT operations as appropriate

Conhecimentos

Leadership

Team management

Customer service

Communication

Budgeting

Strategic decision making

Problem solving

Security awareness

Formação académica

Bachelor's Degree in Computer Science / IT / Business Administration

ITIL Certification

CompTIA A+ Certification

CHDM Certification

Ferramentas

NIST compliance knowledge

IT infrastructure

Ticketing systems

Descrição da oferta de emprego

DMI is seeking an experienced IT Help Desk Manager to oversee our IT support operations for a federal government contract. You will lead a team of help desk professionals, ensure exceptional customer service, troubleshoot issues, and maintain IT systems that support federal operations.

Ideal candidates have deep IT infrastructure knowledge, familiarity with federal regulations (NIST), and strong leadership and communication skills. This remote role requires U.S.