What are the responsibilities and job description for the Help Desk Manager position at designDATA?
WHO WE’RE LOOKING FOR:
If you’re passionate about technology and want to work as part of a collaborative team with a growth mindset and a focus on delivering a top tier customer experience…designDATA is the place for you!
Our ideal candidate enjoys working on innovative solutions that help enable our clients to be productive and secure in their business processes. You have the desire and ability to solve complex issues, automate and modernize systems, and contribute to the empowerment of end-users. Apply today to take the first step towards a rewarding career!
KEY RESPONSIBILITIES:
- Lead daily help desk operations by enforcing documented policies and procedures, identifying process improvements, and ensuring consistent service delivery across client environments.
- Manage client technology assets and operational resources, including equipment procurement, inventory, onboarding/offboarding processes, vendor relationships, contract renewals, and audiovisual systems.
- Supervise and develop a team of helpdesk engineers by directing daily activities, scheduling resources, supporting professional growth, conducting performance reviews, and providing hands-on assistance during high-volume periods.
- Oversee service desk performance by managing ticket triage, monitoring SLA compliance, analyzing support metrics, and implementing data-driven operational improvements.
- Serve as the primary escalation point for client concerns, incident management, maintenance scheduling, and service delivery issues, ensuring timely communication and resolution.
- Lead project planning and execution for client accounts by coordinating internal resources, vendors, and stakeholders to deliver projects on time, within scope, and aligned with client expectations.
- Research and evaluate new technologies and services, provide strategic recommendations, manage project risks and dependencies, and communicate project status and operational needs to clients and leadership.
WHAT WE OFFER:
- A strong company culture with an employee-first focus
- Our medical plans are through the Federal Employee Health Benefits program for tribal employers
- A comprehensive dental program that has child orthodontic coverage
- Company paid vision, life, short-term and long-term disability
- Additional voluntary benefit programs
- 401(k) with a generous match
- 11 annual paid company holidays
- Generous paid time off including accrued PTO, Floating Holidays, Emergency Medical Leave, and Parental Leave
- Hiring referral bonus
- TicketsAtWork – an exclusive discount program with access to entertainment, travel, activities, pet insurance, and much more!
ABOUT US:
Established in 1979, designDATA is an IT Managed Services Provider operating out of the Washington, DC Metro area. We are focused on equipping organizations with scalable solutions that enable teams to do their best work securely. We provide 24/7 tech support, data center and cloud services, robust cybersecurity solutions, exceptional end-user training, and enterprise-level consulting services.
We strive to see the world through our clients' eyes, aligning IT operations with organizational priorities, and ensuring staff have the resources they need to excel.