IT Service Help Desk Manager

Washington D.C.
Mar 18, 2019
Mar 26, 2019
Full Time

Manage the team responsible for operating the first line component of the IT Service Help Desk within Community Connections. To provide leadership and develop a Customer First culture within the IT team as they represent the main route for all customers to access the Community Connections IT Services. This position also functions as the technical team lead and application owner of critical organizational assets and programs.


Day to day management of the First Line Service Desk function:

Ensure that the Service Desk is an excellent provider of Customer Service

Be responsible for the operational management of ticket assignments within the Service Desk team to ensure SLAs are met.

Undertake a weekly review of the First Line Service Desk tickets to ensure proper closure of tickets.

Discover, diagnose and triage user's problems effectively and efficiently. Serve as escalation point for Help Desk team. Know when to escalation to Cloud Solutions group.

Contribute to and deliver improvements that support the continuous refinement of processes and controls within the team, adopting best practices where possible.

Conduct regular surveys of users to determine effectiveness of IT services, current examples are Annual Satisfaction and Call Closed Satisfaction Surveys.

Leverage ticket system to generate reports and deliver to senior management to show team is performing as expected.

Ensures edge network connectivity at Main and remote locations, including LAN, WAN edge, wireless networks etc..

Interfaces with Cloud Solutions group to maintain smooth operations and uptime of cloud environment.

Evaluates new information systems products or services and suggests changes to existing products or services to better aide the end user based upon organizational requirements

Act as Team Lead for process for creating network and email accounts, spec'ing and purchasing hardware, setting up laptops/desktops.

Acts as Team Lead for the administration and maintenance of Internal Systems and programs such as Microsoft OS, Microsoft Office 365, Microsoft RDS, Microsoft Active Directory and any internal application licenses.

Leads larger tasks that can be treated as and run as projects.

Work with multiple vendors across various technologies. Track proper billing and expenditures of recurring expenses.

Supervisory Responsibilities: Directly supervise 2-3 Information Technology Specialists.

Maintains an effectively staffed team to meet the needs of the organization at all times, including on call staff as the organization requires.

Education and/or Experience: Bachelor's degree (B.S.) in Information Technology or related field from four-year college or university; four to six years technical experience with three to four years increasing management responsibility. More or relevant experience will be considered in place of B.S. Degree.

To apply, please send your resume and note of interest to Chris Mikesell, Executive Director of Information Technology at

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