What are the responsibilities and job description for the Help Desk Manager position at Ariel Partners?
We are seeking a seasoned Help Desk Manager to lead and oversee Tier 1 and Tier 2 support operations for a high-security government program. The ideal candidate will have extensive experience managing help desk teams, resolving technical issues, and maintaining high customer satisfaction in a fast-paced, mission-critical environment. This role requires a hands-on leader with strong troubleshooting expertise, superior communication skills, and experience with Microsoft Office and SharePoint. Familiarity with CODIS is highly preferred.
Key Responsibilities:
- Manage daily operations of the help desk, ensuring prompt and effective resolution of technical issues.
- Supervise and mentor help desk staff, providing training and performance management to ensure service excellence.
- Develop, document, and enforce help desk procedures, service level agreements (SLAs), and escalation paths.
- Monitor ticket queues, analyze trends, and generate performance reports to improve support outcomes.
- Ensure compliance with security protocols and maintain operational readiness in a Top Secret environment.
- Serve as the escalation point for complex software and user issues, leveraging advanced troubleshooting skills.
- Coordinate with technical teams to support system updates, migrations, and incident resolution.
- Maintain user-facing documentation and knowledge base content to enhance self-service support.
- Utilize and support Microsoft Office Suite and SharePoint to facilitate collaboration and reporting.
- Communicate effectively with users, stakeholders, and leadership to provide updates and manage expectations.
- Minimum of 5 years of experience as a Help Desk Manager supporting programs of similar scope and complexity.
- Demonstrated troubleshooting expertise on software and desktop support issues.
- Minimum of 3 years of experience with Microsoft Office Suite (Word, Excel, PowerPoint) and SharePoint (as a user).
- Excellent written and verbal communication skills.
- Active Top Secret Clearance (required).
- Preferred: At least 1 year of experience with CODIS or familiarity with its operational environment.
If you are interested in getting more information about this opportunity, please contact Irina Rozenberg Recruiting@arielpartners.com at your earliest convenience.
At Ariel Partners, we solve the most difficult problems that inhibit technology from enabling our customers to achieve their goals. Our vision is to be recognized by our stakeholders as an elite provider of IT solutions, so when they have their biggest challenges, we are on their short list. We are looking for team members who share our values of: Integrity to do the right thing even when it hurts; Commitment to the long-term success and happiness of our customers, our people, and our partners; Courage to take on difficult challenges, accept new ideas, and accept incremental failure; and the constant pursuit of Excellence. Ariel Partners is an Equal Opportunity Employer in accordance with federal, state, and local laws.
