Help Desk Manager

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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.
  
  

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