Job#: 1286861 Job Description: Apex Systems has an immediate opening for a Help Desk Manager with our client in the financial services industry! If you are interested in applying, please send an updated resume to Courtney at cmoody@apexsystems.com Position: Help Desk Manager Location: Remote (Office based out of Rockville, MD) Job Type: Direct Hire Overview: We are seeking an individual to manage our internal Help Desk practice and team. The Help Desk is part of our Technology Enterprise Operations group and supports our internal user community of approximately 4,500 employees and contractors as the front line for user assistance requests submitted by phone, chat, service requests, and email. The Help Desk has direct report staff currently operating remotely across multiple time zones and is also supported with leveraged staff from other teams to provide 24x7 support to the user community. The team provides Tier 1 and Tier 2 technology support to users with the remaining support needs routed to the appropriate team. All support requests are tracked in a case management system. Other direct user community related deliverables include managing or supporting end user impacting projects, end user related notifications, problem analysis, participation in the incident management process during technology events, and preparing reports for initiatives and management on end user case trends and problem areas needing attention so the end user experience and productivity is at the highest level possible. Qualifications: Minimum of five years' experience directly managing or leading a Service Desk (Help Desk), Call Center, or other team providing front line end user support. Experience working with incident tracking case management systems to include ensuring those systems are tuned to the needs of the mission Experience transforming underlying case management data into metrics and reports which are used to identify user problem trends and efficiency gaps so they can be used to improve user and system experience Experience with reporting to evaluate efficiency of the practice and ensuring that help desk engagement is directed to the highest value for the business Insight into industry best practices to include trends and industry successes with AI and other intelligence tools in the Help Desk space to then be able to recommend and implement process enhancements with the team. Experience migrating to Microsoft Dynamics for case management and service request tracking, as well as implementing new AI tools for virtual hold and an intelligent agent EEO Employer Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at employeeservices@apexsystems.com or 844-463-6178.