Help Desk Manager at Iron Bow

Iron Bow Technologies has an immediate need for an experienced Help Desk Manager interested in a permanent, full time help desk manager opportunity in Washington, DC.

The Helpdesk Manager (HDM) will be responsible for assigning Helpdesk tickets, reporting, quality assurance and metrics gathering using ServiceNow reporting tools. The HDM will serve as the primary interface with users for day-to-day support, leading problem solving efforts including extended research, root cause analysis, problem definition/solving and documentation particular issues with an application or service.

Position Responsibilities:

• Ensure that all calls are answered professionally and courteously
• Primarily responsible to utilize the program of record (ServiceNow, Cherwell, Zendesk, etc.) to optimize support, discover trends and continuously improve processes
• Ensure skilled technicians are available on a shift who can diagnose problems quickly and record accurately, resulting in greater confidence by end users in the help desk
• Reinforce and validate training and adherence to established processes
• Foster an effective team by improving communication and cooperation within Tier 1-3 and implement applicable best practices
• Leverage strong coaching and feedback skills to instill sense of urgency and motivate those under his/her leadership
• Provide supervisory oversight and coordinate tasks with Government staff and sub-contractors
• Work with Systems Development Life Cycle (SDLC) and Capability Maturity Model Integration (CMMI) methodologies
• Support responses to special requests by executive level management and ultimately responsible for the Knowledge Base (KB) and in cases where USG personnel has ownership of a KB then HDM is responsible for training and usage by the team as well as capturing known issues & workarounds to be fed into the KB
• Manage work in IT Operations environment, both immediate reactive issues and long-term strategic goals

Candidate Experience Requirements:

• Candidates must have ~10 years of IT Helpdesk experience to be considered
• A minimum of 5+ years of IT Support / Help Desk management experience is required
• Must have experience using ITSM tools (ServiceNow, Remedy)
• Candidates should be comfortable with building, maintaining and using a robust Knowledge Base
• ITILv3 certification is highly preferred
• Experience using automated tools such as Microsoft Office and ServiceNow to communicate and present ideas, information and reports
• Able to schedule, track projects using MS Project Gantt charts and Work Breakdown Structures
• Knowledge of common IT applications and services, network services, computer and communications systems, and associated protocols and industry standards and Federal information security and device configuration standards
• Must have excellent verbal and written communication skills, phone etiquette, be customer focused and service oriented, attentive to details and act with professionalism at all times
• Proven ability to multi-task, work independently and prioritize departmental workload based on direction from senior management and/or customer
• Exceptional customer service skills including the ability to focus on building customer relationships and responding to customer needs is needed
• Demonstrated leadership experience managing personnel across multiple functional task areas
• Candidates must be able to obtain a Public Trust level clearance – US Citizenship required
• Desired Certifications (preferred but not required)
  • PMP
  • MCP (Microsoft Certified Professional)
  • CompTIA A+
  • HDI certification (Ex. Support Center Manager or Desktop Support Manager)
• A Bachelor’s Degree in IT related field is required to be considered

Iron Bow Technologies is a leading IT solution provider dedicated to successfully transforming technology investments into business capabilities for government, commercial and healthcare clients. Our depth of technical expertise, global reach, and strategic partnerships with industry leaders as well as disruptive technology partners uniquely positions Iron Bow to target the right solution to ensure your successful business outcome. We partner with our clients from planning and implementation through ongoing maintenance and management to deliver solutions that are strong, flexible and on target. Iron Bow Technologies is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.