Help Desk Manager

Help Desk Manager - Custom Support Manager
Herndon VA and Washington, DC
Pay From: $115,000 per year


MUST:
Eligible or active DoD Secret clearance
Experienced Help Desk Manager/ Tier II Team Lead
8+ years of professional experience in the IT support field
6+ years of experience managing or Leading Help desk or IT support teams
Proven track record of providing Leadership and technical training to team members
Experience of managing a team of 20+ candidates
Experience with ServiceNow Ticketing is required
Strong communication skills both written and verbal
Strong interpersonal skills and proven ability to manage a team in a professional setting
Highly organized and a proven ability to multi-task
Current MCP or higher Microsoft certification or active Google IT Support Certification
Able to take and pass HDI certification (Ex. Support Center Manager or Desktop Support Manager)
PMP certification is strongly desired
Bachelor's Degree is required



DUTIES:
Will provide leadership and training to a team of 7-10 technicians under minimal direction
Ensure the team is providing deskside IT, audio/visual equipment, video teleconference equipment, mobile phone and asset management support in a service desk environment for a Federal client at a high level
Oversee Tier I and Tier II help Desk teams and provide necessary leadership and support to both teams
This candidate will be the primary customer service champion of the program and ensure a high level customer service to the Federal client
Design effective quality assurance measures for service requests and ensure compliance by the team
Engage dissatisfied customers and diffuse escalated situations
Ensure compliance against contractual SLA targets
Efficiently prioritize incident and service request tickets in alignment with client priorities
Manage the knowledge base and standard operating procedure (SOP) library of the team


*Quadrant, Inc. is an equal opportunity and affirmative action employer. Quadrant is committed to administering all employment and personnel actions on the basis of merit and free of discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or status as an individual with a disability. Consistent with this commitment, we are dedicated to the employment and advancement of qualified minorities, women, individuals with disabilities, protected veterans, persons of all ethnic backgrounds and religions according to their abilities.