What are the responsibilities and job description for the Deskside Support Manager position at Ignite IT - Innovation & Technology?
Ready to Ignite your career and work alongside some of the most innovative and brightest professionals in innovative technology? Join us and unleash your potential working in an Agile environment while modernizing enterprise systems and applications needed to support the men and women charged with safeguarding the American people and enhancing the Nation's safety, security, and prosperity.
As a Deskside Support Manager to lead a team of IT professionals providing deskside support services at the Washington, D.C. offices of the Department of Treasury's Departmental Offices. The ideal candidate will have strong leadership and technical skills, with a focus on delivering exceptional customer service and improving first-call resolution rates.
Your Role:
As a Deskside Support Manager to lead a team of IT professionals providing deskside support services at the Washington, D.C. offices of the Department of Treasury's Departmental Offices. The ideal candidate will have strong leadership and technical skills, with a focus on delivering exceptional customer service and improving first-call resolution rates.
Your Role:
- Manage a team of IT professionals to provide high-quality deskside support services within standard operating hours (7 am-6 pm EST, Monday-Friday)
- Ensure that staff is properly trained for the types of tickets received and adjust shifts to accommodate changes in call volumes
- Facilitate and capture knowledge of frequent incidents and service requests to increase First Call Resolution (FCR) rates
- Report, escalate, and ensure adequate staffing to meet customer needs
- Oversee the administration of end-user-facing components of the IT infrastructure, including:
- Desktops/Laptops/VDI/Thin/Zero
- Treasury-owned and managed mobile devices
- Peripheral equipment (printers, scanners, removable media, etc.)
- Log all support requests into ServiceNow as required and escalate calls/issues to higher Tier support when necessary
- Provide answers to commonly asked IT questions and resolve technical issues of moderate complexity
- Bachelor's degree in Computer Science or a related field
- At least 8 years of experience in deskside support, IT service management, incident resolution, problem management, and technical support
- Strong understanding of ITIL framework and best practices
- Excellent communication, interpersonal, and leadership skills
- Ability to work in a fast-paced environment with multiple priorities and deadlines
- Ability to obtain and maintain a Federal Government Background Investigation
- US Citizenship Required
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Professional development assistance
- Referral program
- Retirement plan
- Tuition reimbursement
- Vision insurance