Helpdesk Manager - Sky Solutions

Are you passionate about leading a dynamic team in providing top-notch support to users in the ever-evolving world of technology? Look no further! We are seeking a highly skilled Help Desk Manager to join our team and take charge of daily supervision and direction for our dedicated support staff. In this role, you will be the go-to person for troubleshooting hardware and software issues, ensuring seamless operation across various computer systems and applications.

As the Help Desk Manager, you will play a pivotal role as the first point of contact for users, addressing concerns related to e-mail, directories, computer operating systems, desktop applications, and more. Your expertise in developing Knowledge Base Articles (KBA) and relevant procedures will be crucial in enhancing the efficiency of our support team. Additionally, your experience in creating Service Level Agreements (SLA), help desk metrics, and providing training to technicians will contribute to the overall success of our support operations.

Role/Title: Help Desk Manager
Location: Washington, DC
Travel: Will require 2-3 days in office per week


Description:

• Provide daily supervision and direction to staff who are responsible for phone and in-person support to users in the areas of e-mail, directories, computer operating systems, desktop applications for all types of computer systems, and applications developed or deployed under this contract.

• Serve as the first point of contact for troubleshooting hardware/software, all types of computer systems (PC and Mac), and printer problems.

• Experience developing KBA and other relevant procedures.

• Experience developing SLA, help desk metrics and provide training to help desk technicians.

• Experience developing ServiceNow reports and workflows.

• Experience with Jabber or equivalent tool

Skills/Certifications:
Mandatory: IT Information Library (ITIL) Foundations Certification
Preferred: Certified Help Desk Manger (CHDM), HDI Certification

B.S. Computer Science/MIS

Minimum of 5 years relevant experience or equivalent combination of education and training that provides for the required knowledge, skills and abilities.


If you thrive in a fast-paced environment, possess excellent leadership skills, and have a passion for delivering exceptional support services, we invite you to be part of our innovative team as we continue to push the boundaries of technology support. Join us on this exciting journey, where your skills and expertise will make a significant impact!