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Job Category: Software Development
Position Title: Help Desk Manager
Salary Range: 80k
Location: Rockville, MD
TrustedQA partners with prestigious research organizations to deliver technology advancements in the areas of data collection, research, and clinical trials. Seeking a full-time PC/IT HelpDesk Manager to lead Help Desk operation and ensure top-notch technical support for Windows desktop, applications, network, and related services for internal company staff. Orchestrate the successful and timely delivery of Helpdesk services, assuring that end-users are provided efficient and timely first and second level support.
Develop protocols and procedures for how issues are reported, documented, triaged, distributed as needed, and resolved. Ensures maximum issue resolutions in minimum time. Ensure effective coordination between PC HelpDesk and other technical support departments.
Administer Service Desk issue tracking system; prioritize and manage support activities; analyze service desk metrics; generate reports and enhance the quality of support delivered. Work with IT Services Director to establish SLAs, develop IT policies and procedures, and promote technology and services that improve work place productivity.
Work cooperatively with managers and senior management throughout the company with tact and diplomacy to promote effective problem-solving and productive outcomes. Resolves problem situations in a professional manner. Accurately communicates pertinent information – upwards, across, and downwards – to create a work environment that lends itself to the best customer service possible.
Manage HelpDesk team of 4- 6 staff, including scheduling, coaching, skills development, and performance evaluation.
Bachelor’s degree required; degree preferred in a computer-related field.
Minimum of 5 years’ experience with progressive management responsibilities in a technical support role.
Experience implementing and administering service desk software
Hands-on experience supporting Windows 7/10, PC hardware, Office 2010/2013/2016. Experience supporting Mac OS also a plus.
Expert troubleshooting skills required.
Solid understanding of networking (e.g., Ethernet, IP addressing, DNS, DHCP) is highly desired.
Experience with meeting/conference technology is desirable.
Must have a strong customer service orientation and excellent communication skills, verbal and written.
ITIL certification desirable