What are the responsibilities and job description for the Help Desk Manager position at CyberData Technologies?
CyberData Technologies, Inc., an established technology solution provider based in Herndon, Virginia, is looking to expand its growing team. We are a primary government consultant and infrastructure support contractor. Our employees are our greatest asset and we are committed to their professional development and growth. We provide competitive salaries, bonuses, generous benefit packages, and paid time off to balance work and personal commitments.
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.
Principal applicants only. Please no agencies, 3rd party, or staffing firms.
CyberData is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.