104 Help Desk Manager Jobs in Baltimore, MD
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Office of the State's Attorney for Baltimore City
Baltimore, MD | Full Time
$58k-73k (estimate)
3 Weeks Ago
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Help Desk Manager
$104k-133k (estimate)
Full Time | IT Outsourcing & Consulting
2 Weeks Ago
DSFederal Inc is Hiring a Help Desk Manager Near Baltimore, MD
DescriptionDSFederal, Inc. is seeking an experienced Help Desk Manager to support a federal health agency’s IT services program. The Help Desk Manager is responsible for overseeing and managing the team of Help Desk support personnel including all aspects of day-to-day operations; managing staff issues and staff scheduling; developing and implementing help desk SOPs; serving as an internal and external escalation point; and ensuring quality assurance throughout the entire scope of work execution.
This is a contingent position.
Job Duties/Responsibilities:
What We Can Offer You:DSFederal attracts the best people in the business with our competitive benefits package that includes medical, dental and vision coverage, 401k plan with employer contribution, paid holidays, vacation, and more. If you enjoy being a part of a high performing, professional services, and technology-focused organization, we encourage you to apply!
Our Mission: Improve human life through transformative solutions.
Our Core Values: Integrity, People First, Disciplined Business Practices, Customer Centric, Value Creation
EEO Statement: DSFederal is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.
E-Verify StatementDSFederal utilizes the E-Verify program for every potential new hire. This makes it possible for us to confirm that every employee who works for DSFederal is eligible to work in the United States. To learn more about E-Verify you can call 1-800-255-7688 or visit their website by clicking the logo below. E-Verify® is a registered trademark of the United States Department of Homeland Security
This is a contingent position.
Job Duties/Responsibilities:
- Service Desk Coordination:
- Coordinate with Federal IT Managers to ensure all staff are satisfied with support and that contract Service Level Objectives (SLOs) are being met.
- Oversee the client’s Incident, Change, and Problem Management Processes to implement all system changes effectively.
- Analyze requests and incidents for trends, root causes, and repeating issues, and develop strategies to reduce support load.
- Utilize remote desktop tools, when authorized, to resolve user requests efficiently.
- Primary Point of Contact
- Serve as the primary point of contact for coordination of service requests involving IT support teams, as well as with vendors of supported hardware and software.
- Maintain professionalism and develop positive relationships with customers, third-party IT providers, and other IT Teams.
- Standard Operating Procedures Compliance
- Ensure adherence to and, in collaboration with a Federal IT Manager, amend or develop standard operating procedures as needed.
- Maintain documentation and procedures to achieve high-level customer satisfaction and ensure documented service levels are met.
- End User IT Support
- Provide technical assistance either at the desk side or via remote technologies, as appropriate.
- Coordinate with IT support individuals and groups for services provided by those groups.
- Offer troubleshooting and "how to" assistance for IT products and software upon request.
- Support a variety of operating systems environments, including Microsoft Windows, Apple macOS, and Linux.
- Network Troubleshooting:
- Provide expert troubleshooting for wired and wireless network access issues for all supported user devices.
- IT Equipment Lifecycle Planning:
- Collaborate with Federal IT Manager on purchases of new or lifecycle equipment, warranties, and maintenance agreements, and assist with property management.
- Identify obsolete IT equipment and provide recommendations for replacement equipment, consistent with the customer agency’s standards and in accordance with NIH and HHS policies associated with End-of-Life systems.
- Technology Innovation and Refresh:
- Seek creative and efficient solutions to ensure users’ endpoints are upgraded to current supported operating systems with minimal impact and downtime.
- Design and recommend an end-to-end Technology Refresh process for IT assets, ensuring continuous accountability and visibility into computer asset inventory.
- Must have a minimum of 5 years of experience leading a technical team.
- Analytical focus on continuous improvement and optimization of end-user support operations.
- Strong experience with service, incident, and problem management.
- Must be proficient in configuring, supporting, and troubleshooting Apple macOS, Windows, and mobile devices.
- Have demonstrated experience organizing and leading teams of help desk/service desk support personnel.
- Have demonstrated experience with the ITSM processes relevant to managing help desk/service desk operations.
- Have working knowledge of help desk software, databases, and remote control.
- Manage staff issues and staff scheduling.
- Oversee the completion and delivery of reports and deliverables for help desk/service desk operations.
- Develop and implement service desk SOPs.
- Serve as an internal and external escalation point for incidents and tickets.
- Ensure quality assurance throughout the entire scope of work execution.
- Proficiency in English.
- Strong client-facing and communication skills.
- Advanced troubleshooting and multi-tasking skills.
- Strong customer service orientation
- Experience leading help desk/service desk operations in support of the Federal Government.
- Experience leading help desk/service desk operations at the Department of Health and Human Services
- High School or Associate’s Degree.
- Bachelor’s degree is a plus.
- Required: ITIL certification, CompTIA A certification, Apple Certified Support Professional (ACSP) certification, Microsoft 365 Certified: Endpoint Administrator Expert certification, Microsoft Office Specialist: Expert (Microsoft 365 Apps) certification, and JAMF 200 certification.
- Desired: CompTIA Network , CCNA, and other hardware certifications are a plus, as are other industry recognized certifications. Experience with Unix would be nice to have.
What We Can Offer You:DSFederal attracts the best people in the business with our competitive benefits package that includes medical, dental and vision coverage, 401k plan with employer contribution, paid holidays, vacation, and more. If you enjoy being a part of a high performing, professional services, and technology-focused organization, we encourage you to apply!
Our Mission: Improve human life through transformative solutions.
Our Core Values: Integrity, People First, Disciplined Business Practices, Customer Centric, Value Creation
EEO Statement: DSFederal is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.
E-Verify StatementDSFederal utilizes the E-Verify program for every potential new hire. This makes it possible for us to confirm that every employee who works for DSFederal is eligible to work in the United States. To learn more about E-Verify you can call 1-800-255-7688 or visit their website by clicking the logo below. E-Verify® is a registered trademark of the United States Department of Homeland Security
Job Summary
JOB TYPE
Full Time
INDUSTRY
IT Outsourcing & Consulting
SALARY
$104k-133k (estimate)
POST DATE
06/15/2024
EXPIRATION DATE
07/16/2024
WEBSITE
dsfederal.com
HEADQUARTERS
POTOMAC, MD
SIZE
100 - 200
FOUNDED
2007
CEO
SOPHIA PARKER
REVENUE
$10M - $50M
INDUSTRY
IT Outsourcing & Consulting
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The job skills required for Help Desk Manager include Help Desk, Customer Service, Service Desk, Troubleshooting, IT Support, Planning, etc. Having related job skills and expertise will give you an advantage when applying to be a Help Desk Manager. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Help Desk Manager. Select any job title you are interested in and start to search job requirements.
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