Position Helpdesk Manager Schedule Full time position Travel No Shift Core Business hours M-F Location Rockville, MD Clearance Level Must Be Able to Obtain Public Trust Description Apex Systems is seeking a Helpdesk Manager to support a Federal agency Service Desk located in Rockville, MD. The Helpdesk Manager will be responsible for the day-to-day management of an Enterprise IT Help Desk that provides Tier 1-3 support. This team provides triage support and escalation, troubleshoots, responds and resolves user calls and emails. The team is approximately 12-15 helpdesk technicians. The Service Desk hours of Operation are M-F from 7AM ndash 9PM ET, and a requirement to be on call during the weekend or after hours with surge. Users can reach the help desk via email, service catalog, or phone call. There are estimated to be 5500 users. Helpdesk Manager Role Responsibilities Act as the main POC for all Service desk operations and resource management Customer and employee satisfaction Maintain compliance with established Service Level Agreements (SLAs). Ensure the resolution of trouble tickets to completion and communication with users to ensure customer satisfaction before closure. Supervise the documentation, tracking, and resolution of user support issues using established tracking tools. Provide regular status updates and communications regarding all open tickets. Rely on extensive experience and judgment to plan and accomplish goals. Support the development of work plans to fulfill government requirements. Support formulation of milestone schedules or other documented plans. Support identification and execution of approved Continuing Service Improvement Support the program PMO in ad-hoc requests as identified. Ad-hoc requests could be service desk data and information, out of sequence performance data, etc. Provide weekly and monthly status reports to the Prime Qualifications The Helpdesk Manager shall meet or exceed the following requirements ldquohellipthe candidate must have 19 yearsrsquo experience, a Masterrsquos Degree, and a Help Desk Institute Certificate.rdquo Experience managing a team of Help Desk professionals in performing Help Desk Center support ITIL Foundations Level Certification. Higher ITIL certification levels will be more favorably rated, but is not required. Experience working with Help Desk Topic Areas described in the SOW (largely hardware and software support), with a strong emphasis on Call Center Operations Experience successfully collaborating with other Help Desk areas in an operational setup where Help Desk components and customers are dispersed over more than one location Experience managing operations in such a way where Customer Service is proactively emphasized and successfully delivered on by the team Experience delivering scheduled and ad hoc reports on time and in line with customer specifications Education and Experience ldquohellipthe candidate must have 19 yearsrsquo experience, a Masterrsquos Degree, and a Help Desk Institute Certificate.rdquo Apex is an Equal Employment OpportunityAffirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, protected veteran status, 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 employeeservicesapexsystemsinc.com or 844-463-6178.