Help Desk Manager

Insight Global
Washington, DC
Nov 20, 2022
Nov 30, 2022
Full Time
Benefits* 21 days of vacation and 21 holidays* Winter Break Dec 26th-Jan 3rd* 12 days sick leave* Free tuition-- if you or your chile is admitted into any of the schools within this university classes are completely free of charge.* 401k match* No contribution-- > Employer contributes 5%* If you contribute 5%-- > Employer contributes 7.5%* If you contribute 7.5%-- > Employer contributes 10%* 3 different health benefit plans to select fromMust-HavesInsight Global is seeking a Service Desk Manager with experience leading Service desk, AV and Desktop support teams with project management experience.You will be managing a team of 7-12 people.5-7 years of managing enterprise teams supporting 10k end users5+ years in support and best practice knowledge of help desk and customer support tools, technologies, processes.Demonstrated hands-on experience with the following: SCCM, GPOs, Bitlocker, Windows 7/10 and Office 365 and AV EquipmentAble to develop a positive, supportive, team oriented work environment.Able to develop and continuously improve operational processes and practices.Experience with troubleshooting and resolving technical issues for end-users, problem ticket escalation, and proactive service/support.Ability to provide coaching, technical guidance, and training to team membersAbility to interact with and support VIP customersAbility to guide the team and directly assist in developing standard operating procedures (SOPs), work instructions, policies and procedures.Ability to develop stable core, standard desktop images -- and departmental overlays.Ability to oversee multiple projects and teams to meet project milestones, schedules, and scope in alliance with best practices.Ability to identify recurring issues and work with IT and business partners to remediate using the problem management processes.Ability to support design of deployment solutions for Enterprise-wide rollouts and upgrades.Excellent oral and written communication skills.Day-to-DayOversee all aspects of the Service Desk team including Service Desk, Desktop and AV professionals.Lead projects, leading a team on large projects or a significant segment of large and complex projects. Analyze new and complex project-related problems and create innovative solutions that normally involve the schedule, technology, methodology, tools, solution components, and financial management of the project. Provide applications systems analysis and long and short-range plans for application selection, systems development, systems maintenance, and production activities for necessary support resources. Commensurate experience and education for the specific level.Job Type: Full-timePay: $105,000.00 - $115,000.00 per yearBenefits:* 401(k)* 401(k) matching* Dental insurance* Health insurance* Paid time off* Tuition reimbursement* Vision insuranceSchedule:* 8 hour shift* Day shift* Monday to FridayAbility to commute/relocate:* Washington, DC: Reliably commute or planning to relocate before starting work (Required)Experience:* Help Desk Management: 5 years (Required)* AV Support: 1 year (Preferred)Work Location: One location

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