Secret-Cleared Help Desk Manager | ITIL Leader

Integral Consulting Services, Inc.; Fort Meade (MD); On-site; USD 120,000 - 135,000; Full time

Benefits offered by this job

Medical, Dental & Vision Insurance

401(k) with immediate vesting

Paid Time Off & Holidays

Bonuses & Awards

Professional Training Reimbursement

Job summary

Integral Federal is seeking a Help Desk Manager to support DISA as part of the Defense Information Systems Agency portfolio. The role requires a Bachelor's degree in IT with 5 years in IT support and at least 2 years in help desk management, plus ITIL v4 certification and a Secret Clearance.

Salary range is $120,000 - $135,000, with potential bonuses/shift differentials depending on position and market conditions.

Qualifications

• Bachelor's degree in IT or related field.
• ITIL v4 Certification is required or preferred.
• 5 years of IT support experience with 2+ years in a Help Desk Manager role.

Responsibilities

• Plan and implement IT capacity management to ensure performance targets.
• Manage and mentor service desk staff to handle inquiries and issues effectively.
• Oversee daily service desk operations, monitor SLAs and performance metrics.
• Identify and implement service improvement initiatives.
• Coordinate with other IT sections to evolve the service desk with changing needs.
• Analyze performance data to report trends and drive improvements.

Skills

People management

Service desk leadership

Analytical thinking

Effective communication

Education

Bachelor's degree in IT or related field

ITIL v4 Certification

Tools

ITSM software

Job description

Integral Federal is seeking a Help Desk Manager to support DISA as part of the Defense Information Systems Agency portfolio. The role requires a Bachelor's degree in IT with 5 years in IT support and at least 2 years in help desk management, plus ITIL v4 certification and a Secret Clearance.

Salary range is $120,000 - $135,000, with potential bonuses/shift differentials depending on position and market conditions.