IT Helpdesk Manager

Immediate FTE opportunity for a IT Helpdesk Manager! The selected candidate will be responsible for the frontline Tier 1/2 support staff to that provides solutions for internal and external customers across multiple corporate verticals. The primary objective of the role it to lead the support team and provide rapid resolution to common office functions and real time event technology issues. Additionally we are seeking candidates that can assist with capturing department data/KPI-s for upper management department review regarding performance. This role is critical to our continued passion of continuous improvement and innovation, while ensuring system security is an integral part of system design, deployment, and operation. Responsibilities Include:

- Provide leadership to support staff and peers of the Technology organization to develop total ownership of issue resolution.
- Provide Tier I/II technical phone support when needed
- Monitor support ticket volume, actively assigning priority and staffing to resolve issues judiciously.
- Provide reporting and analysis of support tickets to determine methods to improve SLA.
- Onsite staff management: inclusive of performance monitoring and recruitment of personnel to support multiple physical locations in the DC metro area.
- Manage the documentation / creation and training to standard operating procedures to ensure process is adhered to across various disciplines in Technology group.
- Establish workflows that adhere to ITIL standards.
- Manage the roll out of new systems to ensure that corporate governance and industry best practices are adhered to.
- Analyze business requirements from stakeholders prior to deploying technology solutions.
- Escalation of issues to support organizations with vendors to drive to critical response and resolution.

This position is a FTE opportunity and is onsite in Washington DC. Are you a strong teammate who is experienced in providing solid technological support at an enterprise level? We'd love to hear from you!

Required Skills

- Bachelor's degree or higher in computer engineering/science or related field.
- 10+ years of hands-on experience managing enterprise technology software and hardware deployments, with the at least 5 years of Helpdesk Department Management experience.
- Must have strong people management skills, inclusive of recruiting, mentoring, and fostering an environment to develop career path for staff.
- Experienced managing Tier 1 / Tier 2 support staff through the life cycle of issue resolution.
- Must be willing to provide phone support when needed
- Experience capturing department data to assist upper management with department decisions around department performance and technology decisions. Will be providing presentations to influence leverage technology and personnel decisions.
- Strong leadership is critically important!
- Ability to shift working hours based on corporate initiatives and staffing levels. Ability to work live events (after hours and weekends) when required.

Technical Skills Include:
- Windows and MAC OS Application and server-based knowledge.
- iPhone iOS troubleshooting support
- MS Azure for Active Directory (environment is completely cloud based)
- Trouble Ticket Software - FreshService would be a big plus. ServiceNow or similar is acceptable
- Windows Office Suite
- Active Directory
- Cloud Storage & Applications
- Virtualization - Vmware, tokenization iOS
- Any Networking experience would be a bonus. CCNA certification is a plus

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Washington, DC



Anticipated Start Date

Monday, April 22, 2024

Job Type

Direct Hire

Anticipated Duration

Direct Placement

Date Posted

Wednesday, March 20, 2024

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Elite Technical Services, Inc. participates in the E-Verify program to confirm the employment eligibility of all persons hired. This means that we will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee's Form I-9 to confirm work authorization. Elite Technical Services, Inc. will not use E-Verify to pre-screen job applicants.

Elite Technical Services, Inc. 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.