IT Help Desk Manager
Herndon, VA

Job Description

Is it time for a new and exciting job opportunity? Phacil, is seeking a IT Help Desk Manager for an important customer in Herndon, VA & Washington D.C.

Clearance Level (Required to Start): Secret/Interim Secret

Daily Job Responsibilities:

* Manages teams that provide technical assistance to computer systems and network users or other technical products and services.
* Implements policies and procedures regarding how problems are identified, received, documented, distributed, and corrected.
* Ensures maximum issue resolution in minimum time to meet Service Level Agreements.
* Establishes objectives and directs staff activities to improve technical support practices in the areas of quality, knowledge centered support and resolution time frames.
* Drives product supportability.
* Coordinates customer service activities with other internal functions.
* Manages personnel activities of staff (i.e., hires, trains, schedules, appraises, rewards, motivates, disciplines, recommends termination as necessary, etc.).
* Assists users with computer hardware and/or software applications (e.g. website access, email setup, troubleshooting, etc.) for the purpose of providing immediate problem resolution.
* Review weekly quality assurance reports of escalated tickets to identify knowledge gaps and to improve the customer experience.
* Conducts daily call monitoring to isolate technician training needs.
* Coordinates with internal and external customers as needed. Intervene when necessary to aid the group in resolving issues.

Required Skills:

Excellent Customer Service Skills

Excellent Written and Oral Communication Skills

Remedy experience

Problem solving & trouble-shooting abilities

Supervisory experience

Degree & Years of Experience:

Bachelor's degree in related field plus 5 years of experience with at least 2 years in a supervisory role. Experience in lieu of education will be considered.

Certification Requirements:

ITILv3 Foundation or ability to obtain within 6 months