• Help Desk Manager

    CyberData Technologies (Rockville, MD)


    Job Title : Help Desk Manager

     

    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.