IT Tiers 1-3 Help Desk Manager (HDMGR)

IT Help Desk Manager

We are seeking a IT Help Desk Manager (HDMGR) to join our proposal for the United States House of Representatives.

TekSynap is a fast growing high-tech company that understands both the pace of technology today and the need to have a comprehensive well planned information management environment. "Technology moving at the speed of thought" embodies these principles the need to nimbly utilize the best that information technology offers to meet the business needs of our Federal Government customers.

We offer our full-time employees a competitive benefits package to include health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time and holidays.

The safety and health of our employees is of the utmost importance. Employees are required to comply with any vaccination requirements mandated by contract, applicable law or regulation.

By applying to a role at TekSynap you are providing consent to receive text messages regarding your interview and employment status. If at any time you would like to opt out of text messaging, respond "STOP".

As part of the application process, you agree that TekSynap Corporation may retain and use your name, e-mail, and contact information for purposes related to employment consideration.

Responsibilities & Qualifications

Responsibilities

Technical expertise: Possesses a solid understanding of IT systems, networks, and software, with familiarity in common help desk tools and ticketing systems.

Leadership and communication skills: Demonstrates strong leadership abilities to manage a team of help desk technicians and effectively communicates with end-users, stakeholders, and IT staff.

Customer service orientation: Prioritizes user satisfaction by resolving issues promptly and handling user inquiries, incidents, and service requests efficiently.

Problem-solving: Analyzes technical problems to provide timely solutions while escalating complex issues to higher support levels when necessary.

Team management: Supervises help desk staff, including hiring, training, and evaluating performance, while ensuring efficient workflows and adherence to SLAs.

Process improvement: Continuously refines help desk processes and implements best practices for incident management and resolution.

Documentation and reporting: Maintains accurate records of user interactions and resolutions, and prepares regular reports on help desk performance.

Vendor coordination: Collaborates with vendors and external partners for hardware or software support, managing these relationships effectively.

Quality assurance: Monitors the quality of help desk services and implements feedback mechanisms to enhance the user experience.

Security awareness: Understands and enforces security protocols, handling security incidents related to user accounts or systems.

24/7 availability: Remains available for after-hours support or emergencies and coordinates shift schedules to ensure help desk coverage.

Required qualifications

A Bachelor's Degree in a relevant field (such as computer science, information technology, or business administration)

5 to 8 years' experience in IT support or help desk roles, with at least 2-3 years in managing a team of help desk technicians, including hiring, training, and performance evaluations.

Five (5) years minimum experience with Incident, Change, or Knowledge Management systems (i.e. BMC Helix (Remedy))

Three (3) years minimum experience in:

IT Call Center environments

Active Directory user and account administration

Supporting Microsoft Windows 10 and Office 365 applications

Supporting mobile operating systems (iOS, Android)

Supporting Microsoft Office 365 Pro Plus, SharePoint, and Exchange Online

Experience with Mobile Device Management (MDM) tools such as JAMF, Apple Business Manager(ABM), WorkspaceONE, or Intune.

Experience in managing IT service desks in government, public sector, or large-scale organizations preferred.

Familiarity with ITIL frameworks and service management tools (ServiceNow, Jira, etc.)

Excellent analytical, problem-solving, and decision-making skills.

Proven ability to manage and lead cross-functional teams and projects.

Strong communication and interpersonal skills, with the ability to effectively interact with internal and external stakeholders.

Relevant certifications (e.g., ITIL, HDI, CompTIA A+, Certified Help Desk Manager (CHDM))

Overview

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Location: Washington D.C.
• Type of environment: Varies
• Noise level: (Low, Medium, High)
• Work schedule: Schedule is day shift Monday Friday. May be requested to work evenings and weekends to meet program and contract needs.
• Amount of Travel: 10%

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to handle, feel, touch; reach with hands and arms; talk and hear. The employee is regularly required to stand; walk; sit; climb or balance; and stoop, kneel, crouch, or crawl. The employee is regularly required to lift up to 10 pounds. The employee is frequently required to lift up to 25 pounds; and up to 50 pounds. The vision requirements include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

Work Authorization/Security Clearance

Citizenship: US Citizen

Clearance requirement: Capitol Police Background Check

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Equal Employment Opportunity

In order to provide equal employment and advancement opportunities to all individuals, employment decisions will be based on merit, qualifications, and abilities. TekSynap does not discriminate against any person because of race, color, creed, religion, sex, national origin, disability, age, genetic information or any other characteristic protected by law (referred to as "protected status"). This nondiscrimination policy extends to all terms, conditions, and privileges of employment as well as the use of all company facilities, participation in all company-sponsored activities, and all employment actions such as promotions, compensation, benefits, and termination of employment.