Helpdesk Manager

Who we are:

InfoStructures, Inc. is an information technology services firm located in Rockville, MD. Since 1988 we have been employing leading-edge technologies and techniques to improve the working lives of others. We are seeking an energetic, highly motivated, qualified person with the right attitude toward customer service. We place great value in the work our people do and in the difference their efforts make in people’s lives.

What makes us different than other IT services companies? It’s simple: the quality of our services and our attention to detail. 

What experience you need:

Experience providing helpdesk support for our clients as well as internal projects. You should have:

·  Superior problem-resolution skills

·  Understanding and past experience working in an IT consulting environment supporting a wide range of clients, vertical markets (healthcare, finance, non-profit) with different levels of technology.

·  Ability to understand and categorize technical problems

·  Organization skills to keep multiple tasks prioritized to ensure proper timing

·  Ability to work in a fast-paced environment

·  Outstanding phone and people skills

·  Remote and on-site problem resolution skills

·  Excellent oral and written communication skills, including an ability to deal with people at various levels, from technician to executive

·  Strong ability to build client and peer relationships

Desirable training/certifications:

·  Bachelor’s degree desired

What you will do:

·       Manage service desk staff with technical issues, including projects

·       Provide service desk coverage and escalation (Tier 3) support

·       Develop training programs/resources, conduct training

·       Participate and contribute on the formal management of the Service Desk, including managing processes as well as the software platform

·       Create, implement, and enforce policies and procedures for Service Desk team based on ITIL guidelines

·       Track and monitor service desk requests, identify incidents and problems

·       Monitor and report on Service Desk SLA’s; including ticket close rates, communications requirements to customers, etc.

·       Work with other IT department team members to escalate issues and provide seamless customer interface on issues

·       Interface with client IT management and InfoStructures’ management staff

·       Support special projects; participate in change control boards

·       Complete other duties as assigned

 Where you will do it

Primarily telework with occasional visits to our office in Rockville.

Benefits

InfoStructures provides a comprehensive benefits package that includes paid vacation, personal/sick days, employee health insurance coverage, and a 401(k)/profit sharing plan.

InfoStructures is an Equal Opportunity Employer