Help Desk Manager

The Help Desk Manager is responsible for overseeing help desk operations and ensuring customer satisfaction for the Defense Nuclear Facilities Safety Board (DNFSB). Responsibilities Plan and implement the appropriate IT capacity (Resource Capacity Management, Service Capacity Management, and Business Capacity Management) while helping ensure that information & technology services achieve expected levels of performance. Manage and mentor service desk staff, ensuring they are well-trained and equipped to handle inquiries and technical issues effectively. Oversee the daily operation of the service desk to include monitoring performance metrics and service level agreements (SLAs). Identify and implement service improvement initiatives. Coordinate with other IT sections to resolve issues and ensure that the service desk continually evolves to meet changing business needs. Analyze performance data to identify trends and areas of improvement, and provide regular reports to management on service desk performance. Requirements Bachelor's Degree with 5 years of experience in IT support. 2 years of support as a Help Desk Manager. ITIL v4 Certified. Secret Clearance. Preferred Experience in implementing ITIL-based methods using industry-recognized Service Desk ticket management software. Benefits Medical, Dental & Vision Insurance Flexible Spending Accounts Short-Term and Long-Term Disability Insurance Life Insurance Paid Time Off & Holidays Earned Bonuses & Awards Professional Training Reimbursement Employee Assistance Program Equal Opportunity Employer / Protected Veteran / Disability #J-18808-Ljbffr