Help Desk Manager

Help Desk Manager

Job Summary:

Gridiron IT is seeking an experienced Help Desk Manager to lead and oversee our help desk team in providing exceptional technical support to end-users. The ideal candidate will have a strong background in managing help desk operations, troubleshooting software issues, and delivering high-quality customer service. This position requires a professional who is proactive, highly organized, and capable of leading a team in a fast-paced environment. Experience with the CODIS system is preferred.

Responsibilities

• Manage and lead a team of help desk technicians, providing coaching, guidance, and performance management to ensure high levels of service and efficiency.
• Oversee day-to-day help desk operations, ensuring that user issues are resolved in a timely and efficient manner and that service levels meet or exceed expectations.
• Provide escalation support for complex software issues, ensuring issues are resolved or properly escalated within the appropriate time frames.
• Supervise ticketing systems, ensuring tickets are appropriately categorized, prioritized, and resolved promptly. Review ticket resolution trends and implement continuous improvement processes.
• Continuously evaluate the help desk procedures and workflows to ensure effectiveness and improve operational efficiency. Suggest improvements based on feedback from team members and end-users.
• Maintain and update internal help desk documentation, manuals, and knowledge base to ensure that team members have access to the latest troubleshooting protocols and resources.
• Provide end-user training on software, systems, and tools, especially for new employees or when significant updates or system changes occur.
• Work closely with other IT departments, such as network, system administrators, and developers, to ensure seamless integration and support for all systems.
• Generate reports on help desk performance, ticket resolution times, user satisfaction, and other key performance indicators (KPIs) for management review
• CODIS Support (Preferred): Provide support related to the CODIS (Combined DNA Index System) system, including troubleshooting and guiding users on proper system utilization, if applicable.

Education and Experience

• Bachelor s degree
• Minimum of five (5) years of experience as a help desk manager or in a similar role, managing help desk teams and programs of similar scope, type, and complexity.

Required Skills

• Documented experience and skills in troubleshooting software issues across various platforms and applications.
• Strong verbal and written communication skills to effectively interact with users, manage a team, and communicate technical issues to non-technical users.
• Minimum of three (3) years of hands-on experience working with the latest version of Microsoft Office Suite (Word, Excel, PowerPoint) and SharePoint (user level).
• Strong commitment to providing excellent customer service and the ability to manage end-user expectations and resolve conflicts effectively.
• Proven experience in leading and managing help desk teams, ensuring high levels of motivation, productivity, and team performance.
• Familiarity with help desk ticketing systems (e.g., ServiceNow, Zendesk, Jira Service Desk, etc.) and understanding of best practices for issue resolution and ticket lifecycle management.

Desired Skills

• One (1) year of experience with and knowledge of CODIS (Combined DNA Index System) or similar forensic databases, troubleshooting issues, and supporting users.
• Certifications such as CompTIA A , ITIL Foundation, Microsoft Certified Solutions Expert (MCSE), or other relevant IT certifications are a plus.
• Experience with continuous improvement methodologies to streamline help desk operations and enhance user satisfaction.
• Basic knowledge of project management principles to assist with managing help desk initiatives or software rollouts.
• Experience in working with third-party vendors for software and hardware troubleshooting and support.
• Experience managing or providing remote support for users, particularly in distributed or hybrid work environments.

Security Clearance

• Top Secret clearance to start.

Clearance

Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information. Requires TOP SECRET

Compensation and Benefits

Salary Range: $60,000 - $80,000 (Compensation is determined by various factors, including but not limited to location, work experience, skills, education, certifications, seniority, and business needs. This range may be modified in the future.)

Benefits: Gridiron offers a comprehensive benefits package including medical, dental, vision insurance, HSA, FSA, 401(k), disability & ADD insurance, life and pet insurance to eligible employees. Full-time and part-time employees working at least 30 hours per week on a regular basis are eligible to participate in Gridiron s benefits programs.

Gridiron IT Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status or disability status.

Gridiron IT is a Women Owned Small Business (WOSB) headquartered in the Washington, D.C. area that supports our clients' missions throughout the United States. Gridiron IT specializes in providing comprehensive IT services tailored to meet the needs of federal agencies. Our capabilities include IT Infrastructure & Cloud Services, Cyber Security, Software Integration & Development, Data Solution & AI, and Enterprise Applications. These capabilities are backed by Gridiron IT's experienced workforce and our commitment to ensuring we meet and exceed our clients' expectations.