Help Desk Manager

Job Title: Help Desk Manager

Location: Rockville, MD

CyberData Technologies is seeking an experienced and customer-focused Help Desk Manager to lead and oversee a team responsible for providing exceptional IT support. This role ensures the delivery of high-quality technical support and compliance with service level agreements (SLAs). The ideal candidate will demonstrate strong leadership, organizational, and problem-solving skills, with a commitment to operational excellence and user satisfaction.

Responsibilities:

• Provide daily supervision and direction to the Service Desk team, offering phone and in-person support for users in areas such as email, directories, operating systems, desktop applications, and contract-specific applications.

• Serve as the first point of contact for troubleshooting hardware/software issues, including all types of computer systems (PC and Mac) and printer problems.

• Receive, log, and manage user-reported incidents, ensuring accurate documentation and resolution.

• Process service requests from users, ensuring timely and efficient delivery of services.

• Adhere to the Service Desk SLA for response and resolution times of incidents and requests.

• Provide Incident Management based on the ITIL Framework, overseeing the lifecycle of unplanned interruptions and ensuring service quality.

• Deliver Request Fulfillment services, addressing standard changes and service requests per SLA requirements.

• Implement and manage Problem Management processes, proactively preventing incidents and minimizing the impact of unavoidable incidents.

• Provide VIP support for approximately 20 VIP users, ensuring the highest level of service.

• Incorporate findings from resolved incidents and other service management processes into a structured and quality-assured Support Knowledge Base for future efficiency.

• Maintain and update the Knowledge Base to improve resolution times and service delivery.

Qualifications:

• A minimum of 5-7 years of experience in IT support and at least 2 years in a supervisory or managerial role.

• Strong knowledge of ITIL Framework processes, including Incident Management, Request Fulfillment, and Problem Management.

• Proven ability to supervise and direct a team, ensuring adherence to SLAs and delivering excellent customer service.

• Experience troubleshooting hardware/software issues across various systems (PC and Mac).

• Proficiency in managing and maintaining knowledge bases to streamline support processes.

• Strong leadership, communication, and organizational skills.

• Familiarity with supporting VIP users and ensuring high-level service delivery.

• Bachelor’s degree in IT or a related field is preferred.

• Relevant certifications such as ITIL Foundation or equivalent are a plus.