Technical Lead/ Help Desk Manager

Harmonia Holdings Group; Washington (District of Columbia); On-site; USD 70,000 - 110,000; Full time

Job summary

An established industry player is seeking a Technical Lead to oversee a dynamic Help Desk team in Washington, DC. This role is pivotal in ensuring the smooth operation of IT infrastructure while providing top-notch support to end-users. With a focus on leadership and customer satisfaction, you will manage a variety of technologies and drive improvements in service delivery. If you thrive in a collaborative environment and have a passion for technology and team development, this opportunity is perfect for you. Join a company that values innovation and employee growth, and help shape the future of IT support.

Qualifications

• 7+ years in IT help desk support with supervisory experience.
• Knowledge of service desk ticketing systems and network support.

Responsibilities

• Lead the Help Desk team in providing Tier 1 and Tier 2 IT support.
• Manage and troubleshoot technologies including Windows and VMware.

Skills

IT Help Desk Support

Leadership

Problem-Solving

Customer Service

Communication

Education

Bachelor's degree in Information Technology

Bachelor's degree in Computer Science

Tools

ServiceNow

SolarWinds

Active Directory

Office 365

VMware

Job description

Harmonia Holdings Group, LLC is an award-winning, rapidly growing federal government contractor committed to providing innovative, high-performing solutions to our government clients and focused on fostering a workplace that encourages growth, initiative, creativity, and employee satisfaction.

Position: Technical Lead / Help Desk Manager
Location: Washington DC – Fully Onsite
Clearance: Top Secret with SCI

We have an exciting job opportunity for a Technical Lead. The Technical Lead is responsible for leading a team of system and network admins to provide installation, configuration, maintenance, and security of an organization's systems. He/She will ensure the smooth operation of IT infrastructure and ensure technical support to end-users. This role requires a Top-Secret clearance with the ability to obtain SCI. While a bachelor's degree in a relevant field is preferred, equivalent experience is also considered.

Responsibilities:

• Lead the Help Desk team in providing Tier 1 and Tier 2 IT Service Desk support for the employees and contractors.
• Oversee the response to service requests via telephone, email, voicemail, and direct walk-ups, ensuring high levels of customer satisfaction.
• Manage and troubleshoot a variety of technologies, including Windows and VMware, Microsoft Office, Network, VOIP telephones, video teleconferencing tools, VPN, and secure remote access solutions.
• Supervise the support for a range of devices, such as desktop computers, laptops, tablets, printers, scanners, and other peripherals.
• Ensure the Help Desk team adheres to Information Security and Privacy Awareness training and complies with standards.
• Utilize and maintain the service desk ticketing and tracking systems, ensuring accurate record-keeping and efficient ticket resolution.
• Coordinate hardware moves, setups, and presentation support.
• Provide guidance and training to team members and users on various applications and systems.
• Monitor and report on service desk performance, identifying areas for improvement and implementing strategies to enhance service delivery.
• Collaborate with other IT teams and departments to support organizational goals and initiatives. Communicate effectively with stakeholders to ensure alignment and transparency.

Required Education and Experience:

• Bachelor’s degree in information technology, Computer Science, or a related field. Relevant experience may substitute for the degree requirement.
• Minimum of 7 years of experience in IT help desk support, including at least 2 years in a supervisory or lead role.
• Knowledge of service desk ticketing systems, preferably experience with ServiceNow, SolarWinds or similar platforms.
• Experience with Active Directory, Office 365, and network support.
• Demonstrated leadership abilities and strong problem-solving skills.
• Excellent communication skills and a commitment to providing outstanding customer service.
• Certifications such as CompTIA SEC+, Network+, ITIL, or Microsoft Certified Professional (MCP) are highly desirable.