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Description

ICF is looking for a Help Desk Manager to support our client in the Washington, DC Metro Area! This role can sit remote, with travel to the Washington DC area client office if needed.

What you’ll be doing:

Deliver quality help desk support services to a customer base of about 500 geographically dispersed users for a large scale IT system supporting Department of Health & Human Services .

+ Manage Help Desk tickets in a timely manner using a help desk support system

+ Troubleshoot and resolve issues related to the system configuration and product implementation

+ Escalate problems requiring development changes and a new release to resolve

+ Communicate frequently with system users, via email and phone, in an effort to understand and resolve their tickets

+ Act as a liaison to escalate and monitor issues; collaborate with development team and SMEs as needed

+ Create, document and follow standard operating procedures

+ Manage help desk in alignment with the approved Service Level Agreement (SLA)

+ Perform additional duties as assigned

+ Experience with Office 365, JIRA, and Confluence

+ Critical thinking and excellent system diagnostic/troubleshooting skills required.

+ Excellent oral and written communication skills

+ Detail oriented in order to keep detailed notes on issues

+ Assume full ownership of problem resolution, status, and tracking using the helpdesk ticketing system.

What you must have:

+ Bachelor’s Degree in Computer Science, Information Systems, Engineering or other related scientific or technical discipline

+ US Citizenship or Green Card. Employment must be compliant with eligibility for Public Trust due to Government Contract

+ 5 or more years as a Help Desk Manager or Supervisor of web-based enterprise systems

+ 5 or more years working with tools such as JIRA for tracking help desk tickets.

+ 5 or more years of experience interfacing with customers and end users to support help desk operational communications.

What you'll love about working here:

+ Comprehensive health benefits

+ Generous vacation and retirement plans

+ Employee support program

+ Participation in charity initiatives

Technologies you’ll use:

+ JIRA, Confluence, Office365

Working at ICF

ICF is a global advisory and technology services provider, but we’re not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future.

We can only solve the world's toughest challenges by building a workplace that allows everyone to thrive. We are an equal opportunity employer. Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. For more information, please read our EEO (https://www.icf.com/legal/equal-employment-opportunity) policy.

We will consider for employment qualified applicants with arrest and conviction records.

Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation, please email  [email protected]  and we will be happy to assist. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

Read more about  workplace discrimination righ t s or our benefit offerings which are included in the  Transparency in (Benefits) Coverage Act.

Candidate AI Usage Policy

At ICF, we are committed to ensuring a fair interview process for all candidates based on their own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) tools to generate or assist with responses during interviews (whether in-person or virtual) is not permitted. This policy is in place to maintain the integrity and authenticity of the interview process.

However, we understand that some candidates may require accommodation that involves the use of AI. If such an accommodation is needed, candidates are instructed to contact us in advance at  [email protected] . We are dedicated to providing the necessary support to ensure that all candidates have an equal opportunity to succeed.

**Pay Range** - There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position.

The pay range for this position based on full-time employment is:

$81,094.00 - $137,860.00

Virginia Remote Office (VA99)