Help Desk Manager

Job description: Help Desk Manager

This position is for an organization that provides Help Desk, Repair Center, Refurbishment, and Integration support to government agencies. We support the hardware break/fix of desktops, laptops, standard format printers, 3D printers, and enterprise equipment. ServiceArc was established in 2019 and has experienced growth throughout the pandemic. We believe that our people are the key to our success and foster a culture of respect, teamwork and hard work.

We are looking for a professional individual that exhibits strong leadership ability, is well organized, possesses a strong work ethic, has a solid technical foundation, uses resources at their disposal, finds innovative ways to improve upon already existing tools/processes, and can effectively communicate with his/her team and customers.

This individual is responsible for training, supporting, and leading his/her team, which is comprised of several Help Desk Specialists, a Dispatch Coordinator, and Help Desk Administrator. The goal will be to ensure the team has sufficient technical and process knowledge to support large contracts. This may be accomplished by obtaining information from Engineers, Program Managers, Product Managers, etc. and disseminating to the team. The individual needs to provide guidance and direction to staff on day-to-day activities and may be required to open tickets or handle customer escalations in a backup capacity to the Help Desk (phone and email). We require the individual to have excellent interpersonal and conflict management skills.

Additional responsibilities:

• Monitor parts inventory to ensure sufficient stock of high-run-rate or key components. Submit purchase requisition requests to Purchasing department for stock replenishment.
• Work with Dispatch Coordinator to schedule/deploy field support agents for onsite repairs.
• Effectively communicate customer concerns to the CEO.
• Conduct annual performance reviews of personnel.
• Develop strong relationships with key Customer and Vendor accounts.
• Work with Sales to develop a service plan. Provide guidance to Sales personnel on how to code warranties for new contracts.

Required qualifications/experience/education:

• Applicant must possess United States Citizenship and be able to pass a criminal background check.
• High school diploma required. Some college with emphasis on IT or IS preferred.
• Basic understanding of computer hardware. Previous hands-on experience with PCs required. At least two years of experience as a Help Desk Manager or in a technical support role. A certification or the ability to obtain required.
• Highly proficient with using Microsoft Office Suite, including Excel, Word, and PowerPoint. Emphasis on Excel for contract reporting (SLA tracking) and quality audits.
• Competent or expert proficiency with x86 computer hardware technologies and Microsoft Windows.
• Enterprise hardware experience not required but preferred.
• Proven experience with customer relationship management.
• Excellent written and verbal communication skills.
• Demonstrated knowledge of Internet and call center technologies.
• Experience with 3rd-party onsite support services.
• Prior experience in reporting and statistical analysis.
• Committed to meeting quality standards.
• Ability to work under pressure.
• Strong customer service skills.

Additional compensation & benefits:

• Travel mileage and expense reimbursement for work-related travel
• Health & Dental insurance options
• 401k retirement plan
• Life insurance coverage
• Paid vacation and sick leave

Job Type: Full-time

Pay: $68,000.00 - $78,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible spending account
• Health insurance
• Paid time off

Shift:

• 8 hour shift

Education:

• High school or equivalent (Required)

Experience:

• Customer service: 4 years (Preferred)

Ability to Commute:

• Manassas, VA 20109 (Preferred)

Work Location: In person

Salary : $68,000 - $78,000