Help Desk Coordinator

Job Description

Description:

We are seeking a skilled and experienced IT Manager to lead our Helpdesk team of approximately 15 professionals. As the IT Manager, you will be responsible for overseeing the day-to-day operations of our helpdesk and ensuring the delivery of efficient and effective technical support to our internal employees. This is a critical role that requires strong leadership, technical expertise, and exceptional communication skills.

Primary Responsibilities:

Manage and mentor a team of approximately 15 helpdesk technicians, providing guidance, support, and professional development opportunities

Monitor and prioritize helpdesk tickets to ensure timely resolution of technical issues

Collaborate with cross-functional teams to identify and address recurring problems, implementing long-term solutions to improve overall system performance and user experience

Develop and maintain helpdesk policies, procedures, and documentation, ensuring alignment with industry best practices

Oversee the procurement and maintenance of hardware, software, and other technical equipment necessary for effective helpdesk operations

Stay up-to-date with emerging technologies and trends in the IT industry, recommending and implementing innovative solutions to enhance the helpdesk function

Monitor helpdesk performance metrics, generate reports, and present findings to senior management

Foster a positive and collaborative work environment, promoting teamwork, open communication, and a customer-focused mindset within the helpdesk team

Other duties as assignedRequirements:

Secret Clearance MUST HAVE

5 year minimum managing IT Helpdesk Operations within a DoD environment.

Minimum of IAT Level II (Sec+), CISSP preferred

Written and verbal communication skill, to include presentation development to senior ranking government officials.