NIH OD Help Desk Manager

Futrend Technology, Inc. is an innovative business and technology solutions provider. Our primary focus and core competencies are in Healthcare IT, Federal Financial Management, and Grants Management. We excel at providing customers with high-value solutions that support their missions and meet their most critical objectives and business needs. We provide full life-cycle IT services to Federal agencies with recognized excellence in complex real-time system integration and enterprise-wide system implementation.

Description:

Futrend Technology is looking for an NIH OD Help Desk Manager to join our team of industry leading professionals with significant upward promotion probability.

The NIH PM is responsible for delivery and growing our health IT, consulting, and software development work at the National Institute of Health (NIH). The NIH PM has demonstrated his/her capability managing contracts, providing vision and creating accountability among staff, and leading account growth. The NIH PM manages multiple senior and executive level customer relationships and guides the creation of customer value. The NIH PM is responsible for delivery and growth of existing programs (as both a prime and a subcontractor), and will have existing relationships, multiple GWACs, a broad NIH IDIQ, and our joint venture partner to help drive growth.

To excel in this roll the NIH Help Desk Service Manager will manage a

The ideal candidate will measure success in this position through outcomes, program delivery success, customer satisfaction, continuous improvement in delivery practices and team performance, financial performance, qualified pipeline and business growth.

Roles and Responsibilities:

Solution Delivery

Manage help desk team to support 3000+ end users

Make sure team follows the SOP and ITIL practices

Provide timely SLA reports and trend analysis on root causes related to help desk tickets

Make recommendations and implement improvements

Work with program manager and team to ensure team to meet SLA metrics

Qualifications

5+ years in help desk management

Bachelor degree in IT field or technical field

ITIL Practitioner or equivalent

IT certs:

ITIL Practitioner, ITIL Service Manager, Apple Certified Macintosh Technician, Apple Certified Support Professional, LPIC-1, LPIC-2, CompTIA A+, CompTIA Network+, CompTIA Linux+, CompTIA Healthcare IT Technician, HDI End user Support Manager, HDI Service Manager, Microsoft Certified Solutions Associate: Windows 11 or 10 current operating system, and Microsoft Certified Solutions Engineer End User Infrastructure

Must have hands on experience managing large help desk team

Work experience in NIH, Federal Health IT agencies, research and academic institutions are a plus

Location: NIH campus in Bethesda MD, Rockville MD, metro Washington DC

Futrend Technology, Inc. is an Equal Opportunity Employer. All qualified applicants receive consideration for employment without regard to race, religion, color, national origin, gender, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with a disability.

Futrend Technology, Inc. uses E-Verify to validate all new hires' ability to legally work in the United States

Futrend Technology, Inc. uses E-Verify to validate all new hires' ability to legally work in the United States

Futrend is a VEEVRA Federal Contractor