Technical Lead/ Help Desk Manager

Harmonia Holdings Group, LLC; Washington (District of Columbia); On-site; USD 57,000 - 74,000; Full time

Job summary

An award-winning federal contractor is seeking a dynamic Technical Lead/Help Desk Manager to lead a dedicated team in providing top-notch IT support. This role involves overseeing the Help Desk operations, ensuring high levels of customer satisfaction, and managing a variety of technologies. The ideal candidate will have a strong background in IT help desk support, excellent leadership skills, and a commitment to outstanding service. Join a company that values innovation, employee satisfaction, and professional growth, while making a significant impact in the federal sector.

Benefits

100% employer-paid dental and vision insurance

401(k) matching

Flexible schedules and teleworking options

Paid holidays and Flexible Paid Time Off

Professional development and training days

Gym membership reimbursement

Adoption Expense Reimbursement

Paid Parental Leave

Qualifications

• 7+ years of IT help desk support experience with supervisory skills.
• Strong knowledge of service desk ticketing systems and network support.

Responsibilities

• Lead Help Desk team for Tier 1 and Tier 2 IT support.
• Manage service requests ensuring high customer satisfaction.
• Monitor service desk performance and implement improvements.

Skills

IT Help Desk Support

Leadership

Problem-Solving

Customer Service

Communication

Education

Bachelor’s degree in Information Technology

Relevant experience in IT

Tools

ServiceNow

SolarWinds

Active Directory

Office 365

VPN Solutions

Job description

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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 2years in a supervisory or lead role.
• Knowledge of service desk ticketing systems, preferably experience with Service now , 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
  
  
  
  
  

#CJ

Here At Harmonia We Are Pleased To Have Been Repeatedly Recognized For Our Outstanding Work Culture, The Innovative Work We Do, And The Employees On Our Team Who Make a Difference Each Day. Some Of These Recognitions Include

• Recognized as a Top 20 "Best Place to Work in Virginia"
• Recipient of Department of Labor's HireVets Gold Medallion
• Great Place to Work Certification for five years running
• A Virginia Chamber of Commerce Fantastic 50 company
• A Northern Virginia Technology Council Tech 100 company
• Inc. 5000 list of fastest growing companies for eleven years
• Two-time SBA SBIR Tibbett's Award winner
• Virginia Values Veterans (V3) Certification
  
  
  

We recognize that every bit of our success is the result of our teams of hard-working, motivated, and innovative professionals who are proud to call themselves part of the Harmonia family! In addition to competitive compensation, a family-focused culture, and a dynamic, productive work environment, we offer all full-time employees a variety of benefits including, but not limited to

• Traditional and HSA- eligible medical insurance plans w/ Wellness Incentives for employees and family
• 100% employer-paid dental and vision insurance options
• 100% employer-sponsored STD, LTD, and life insurance
• Veterans Cohort
• Gym membership reimbursement
• 401(k) matching
• Dollar-for-dollar 501(c)(3) donation matching
• Flexible-schedules and teleworking options
• Paid holidays and Flexible Paid Time Off
• Adoption Expense Reimbursement
• Paid Parental Leave
• Professional development and career growth opportunities and paid training days
• Employer-sponsored Employee Assistance Program for employee and family
• Team and company-wide events, recognition, and appreciation-- and so much more!
  
  
  

Check out our LinkedIn, Facebook, and Instagram to find out a little more about who we are and if we are the right next step for your career!

Harmonia is an Equal Opportunity Employer providing equal employment opportunity to all employees and applicants for employment without regard to race, color, religion, national origin, age, gender, gender identity, sexual orientation, disability, or genetics. Harmonia does and will take affirmative action to employ and advance in employment individuals with disabilities and protected veterans. To perform the above job successfully, an individual must possess the knowledge, skills, and abilities listed; meet the education and work experience required; and must be able to perform each essential duty and responsibility satisfactorily. Other duties in addition to those listed may be assigned as necessary to meet business needs. Reasonable accommodation will be made to enable an applicant with a disability to successfully apply for and/or perform the essential duties of the job. If you are in need of an accommodation, please contact [e-mail].

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Software Development

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