Help Desk Manager

In anticipation of an award, Tantus Technologies, Inc. (Tantus) - recognized by the Washington Post as a Top Workplace - is seeking a Help Desk Manager. You will provide management of desktop help desk operations teams comprised of up to 20 technicians responsible for Level 1, Level 2, and Level 3 incidents. Technical incidents include a range of hardware, software, application, network, and mobile device maintenance. Job entails the identification of trends, meeting / exceeding service and quality levels, making recommendations for process improvement, and engaging with both end-users as well as customer stakeholders. Make recommendations for process improvement, including policy and procedures, training, and implementation of tools for productivity.

Location: This is a hybrid role in Bethesda, MD. Clearance: This position supports a federal contract and requires the ability to pass a background check.

What You'll Do

Accountable for quality work delivery across all aspects of the help desk / service desk contract, program, and operations. Must be focused on operations and maintenance areas of the program, including helpdesk, training, user/stakeholder communications and outreach, resource staffing, meeting SLAs, and other customer service-related activities involving IT

Accountable for process improvements and pro-active team-wide changes that support ITIL v3.1 or ITIL v4 governance

Manages day-to-day operational aspects of the project and scope, including coordination of deadlines, training, and other activities to provide effective system changes and process execution

Facilitate information sharing and coordination across work-streams, including program-level team meetings, management meetings, status meetings, brown bag lunches, team social events

Identify integration points, potential efficiencies and external dependencies among product-level schedule

Design, develop, contribute to, and maintain management plans, such as program and project management plans, OCIO-level contract deliverables, risk and issue management plans, schedule management plans, communication management plans, quality management plans, and other required artifacts such as a decision log or action items list

Establish and maintain a repository of contract/program- related documents

Analyze contract pain points and gaps and make process improvement recommendations; implement recommendations as required

Establish and monitors schedules. Identifies resources needed and assign individual responsibilities

Required Knowledge and Skills

5+ years of IT Service Desk / Help Desk Management experience

Bachelor's Degree in Computer Science, IT Systems, Business, Engineering, or related field of study. Additional 5 years of relevant experience can be used in leiu of a Bachelor's Degree.

Abilities

Excellent interpersonal and communication skills.

Nice to Haves

ITIL Practitioner, HDI, Apple Certified Mac Tech, CompTIA A+/Network+/Linux+, HDI, Microsoft Certs (Preferred)

Salary Range

Salary range is $110,000-127,000/year. The salary range for this position reflects a variety of factors that influence compensation decisions, including skills, experience, training, certifications, and organizational needs.

Regular Full-Time