Helpdesk Manager

Washington, DC, United States

Marathon TS is looking for a Help Desk Lead to join our team to support a government contract! If you are passionate about customer support, leadership, and have extensive IT help desk operations experience - We want to speak to you! Position is hybrid remote.

Overview

We are team of over a dozen IT professionals providing support to a government organization of approximately 1,200 users. We are seeking candidates having training and experience providing IT help desk support and managing day to day help desk operations. The IT Helpdesk Lead assists the User Services Manager in providing direction and assistance to the Help Desk Team while ensuring they are providing outstanding customer support. In this role you will ensure that the team is meeting all customer expectations and you will utilize metrics to improve customer service and help desk processes.

Must have excellent communication skills (oral and written).

Responsibilities

The IT Helpdesk Lead, assumes the following responsibilities: Provides day to day oversight for the help desk operation to ensure incidents and service requests and escalations are dealt with in a timely fashion.

Works with Project Manager in coordinating and scheduling help desk technician work to accommodate desk side and phone support for the entire organization while meeting special projects timeline.

Serves as subject matter expert and escalation point to personnel in the help desk support team.

Maintains both the ticketing system (ServiceNow) and knowledge base to ensure accuracy.

Measures and reports on service delivery performance metrics including customer satisfaction follow ups, request and incident ticket statistics via ServiceNow.

Responsible for managing the life cycle of all issues, primary objective are: to prevent problems and resulting incidents from happening, to eliminate recurring incidents, and to minimize the impact of incidents that cannot be prevented.

Escalates higher priority issues to System Administrator, Network Administrator, Network Team, and/or Operations for in-depth analysis.

Assists with training Helpdesk staff with new internal processes and procedures.

Qualifications A bachelor's degree or 10 years' work experience in a related field.

At least five (5) years of progressive IT experience, to include three (3) at a complex organization.

ITIL certified and proven track record of applying it to Help Desk Operations.

Ability to obtain a Public Trust clearance.

General Knowledge and Skills: Customer Service - Works with clients and customers (this includes any individuals who use or receive the services or products that TTS offers, including the general public and individuals who work at the Gallery) to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services; is committed to providing quality products and services.

Oral Communication - Expresses information (for example, ideas or facts) to individuals or groups effectively, taking into account the audience and nature of the information (for example, technical, sensitive, controversial); makes clear and convincing oral presentations; listens to others, attends to nonverbal cues, and responds appropriately.

Problem Solving/Decision Making - Recognizes the importance of positive outcomes to various types of situations and exhibits the ability to identify problem situations and move to the proper decision quickly. Attention to Detail - Is thorough when performing work and meticulous about attending to detail.

Specific Knowledge and Skills: Familiar with IT Service Management

Demonstrates ability to stay current with evolving IT technology, e.g., Endpoint management tools (e.g., LANDesk, Casper, SmartDeploy, etc.), network and wireless connectivity, latest software releases, etc.

Demonstrated ability to measure effectiveness of customer service and make adjustments in service to increase user satisfaction.

Ability to manage competing priorities with little direction.

Knowledge of Microsoft and Apple office automation environments (hardware, software and tools) and evolving trends.

Expertise of ServiceNow ticketing system for tracking and resolving both incidents and requests opened by user calls.

Experience in installing and troubleshooting OA systems in user organizations.

Employment Perks: Save 15% on specified Wireless Telecommunication monthly services!

Save 15% on your monthly Telecommunication service!

Client-Chrysler Vehicle Discount Program - for leased on purchased Chryslers, Jeeps, or a Dodge vehicle.

Dell Computer - Best Price Guarantee!

Extended Stay America Discount.

Ford Motor Company Discount on eligible vehicles. And more!!

Marathon TS is committed to the development of a creative, diverse and inclusive work environment. In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Marathon TS will be based on merit, qualifications, and abilities. Marathon TS does not discriminate against any person because of race, color, creed, religion, sex, national origin, disability, age or any other characteristic protected by law (referred to as "protected status").