What are the responsibilities and job description for the IT Help Desk Manager position at Goldman Edwards, Inc.?
*Job Title: IT Help Desk Manager **Job Summary:**The Department of Transportation (DOT) is seeking a skilled and motivated IT Help Desk Manager to oversee our helpdesk operations, ensuring effective IT support for internal staff and external stakeholders. The ideal candidate will have a strong technical background, excellent leadership skills, and a commitment to providing exceptional customer service in a fast-paced government environment. This role is critical to maintaining the productivity of DOT operations through efficient problem resolution and technical assistance.**Key Responsibilities:** **Leadership and Management:**- Ensure high levels of performance and ongoing professional development.- Develop and implement helpdesk policies and procedures to enhance service delivery and operational efficiency.- Conduct regular team meetings to discuss issues, prioritize tasks, and facilitate communication.**Customer Support:**- Serve as the primary point of contact for escalated technical issues and emergencies, resolving high-level queries promptly.- Ensure exceptional customer support experience by establishing service level agreements (SLAs) and monitoring performance against those benchmarks.- Gather feedback from users to improve service quality and response times.**Technical Oversight:**- Ensure timely resolution of incidents and requests.- Collaborate with IT teams to diagnose and troubleshoot hardware, software, and connectivity issues.- Maintain documentation for all support activities, including knowledge base articles, manuals, and training materials.**Reporting and Analysis:**- Generate regular reports on helpdesk performance metrics, encompassing response times, ticket resolution rates, and user satisfaction.- Analyze helpdesk data to identify trends, recurring issues, and opportunities for improvement, presenting insights to senior management.**Project Management:**- Participate in the planning and execution of IT projects, ensuring impacts on helpdesk operations are managed effectively.- Assist in the rollout of new technologies, systems, or services, coordinating support and training for users.**Vendor Management:**- Liaise with third-party vendors and service providers to troubleshoot and resolve complex problems outside the scope of internal support.- Manage relationships with software and hardware suppliers to ensure timely service and support. **Qualifications:**- Bachelor s degree in Information Technology, Computer Science, or a related field; relevant certifications (e.g., CompTIA A , MCP) are a plus.- Required: PMP or ITIL certification- Minimum of 7 years of experience in IT support or helpdesk management, preferably in a government environment.- Proven experience in managing a team and delivering high-quality customer service.- Strong technical knowledge of desktop operating systems, software applications, networking concepts, and helpdesk ticketing systems.- Excellent interpersonal, communication, and problem-solving skills.- Experience with Windows 11, imaging, and re-imaging processes. **Preferred Skills:**- Familiarity with government regulations and standards relevant to IT operations.- Experience with project management methodologies and tools.- Understanding of cybersecurity principles and best practices.Required: Must be able to pass a Public Trust background check. Company DescriptionGoldman Edwards is a leader in the application of systems engineering across a wide array of large-scale system development and mission critical programs used by government and industry. We provide world-class talent, proven management, and technical processes to manage the most complex projects—from concept through deployment.