Help Desk Manager

Overview

The Help Desk Manager is responsible for overseeing help desk operations and ensuring customer satisfaction for the Department of the Navy Office of Administration (DON OA) – Information Technology Division (ITD).

Responsibilities

· Plan and implement the appropriate IT capacity (Resource Capacity Management, Service Capacity Management, and Business Capacity Management) while helping ensure that information & technology services achieve expected levels of performance.

· Manage and mentor service desk staff, ensuring they are well-trained and equipped to handle inquiries and technical issues effectively.

· Oversee the daily operation of the service desk to include monitoring performance metrics and service level agreements (SLAs).

· Act as the primary point of contact for escalated issues to ensure FLETC expectations are met and that the service desk provides a high level of support.

· Responsible for identifying and implementing service improvement initiatives.

· Coordinate with other IT sections to resolve issues and ensure that the service desk continually evolves to meet changing business needs.

· Analyze performance data to identify trends and areas of improvement to provide regular reports to management on service desk performance.

Qualifications

Required:

· Bachelor's Degree with 5 years of experience in IT support

· 2 years of support as a Help Desk Manager

· ITIL v4 Certified

· Secret Clearance

Preferred:

· Experience in implementing ITIL-based methods of using industry-recognized Service Desk ticket management software.

Company Overview

Integral partners with federal defense, intelligence, and civilian leaders to tackle their most important challenges and deliver positive outcomes. Since our founding in 1998, we have helped clients leverage existing and emerging technologies to transform their enterprises, empower growth, drive innovation, and build sustainable success. The forward-leaning solutions we deliver are tailored to each mission with a focus on keeping our nation safe and secure.

Integral is headquartered in McLean, VA and serves clients throughout the country.

We offer a comprehensive total rewards package including paid parental leave and immediate vesting in our 401(k). Give us a try and become part of a curated group of professionals at Integral Federal!

Our package also includes:

· Medical, Dental & Vision Insurance

· Flexible Spending Accounts

· Short-Term and Long-Term Disability Insurance

· Life Insurance

· Paid Time Off & Holidays

· Earned Bonuses & Awards

· Professional Training Reimbursement

· Paid Parking

· Employee Assistance Program

Equal Opportunity Employer/Protected Veteran/Disability