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Position: Help Desk Manager |
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Job Id: 3559 |
# of Openings: 1 |
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Help Desk Manager
At B&A, we foster and embrace a distinct set of values that we live by and instill in all aspects of our organization: dedication, commitment, partnership, trust, and recognition. We have incorporated these values into successful delivery for our customers since 1988. B&A believes in ensuring its employees feel deeply connected to B&A, recognizing successes and hard work, and providing continuous opportunities to learn and grow. Our people are entrepreneurial thinkers that combine mindset, vision, and experience to drive value - not only to us as an organization, but to the clients we support. We promote a collaborative culture with our clients, and with each other, as one team working towards a common vision. We'd love for you to join our team!
Job Summary
B&A is seeking an experienced
Help Desk Manager to lead and oversee our help desk team in providing exceptional technical support to end-users. The ideal candidate will have a strong background in managing help desk operations, troubleshooting software issues, and delivering high-quality customer service. This position requires a professional who is proactive, highly organized, and capable of leading a team in a fast-paced environment. Experience with the
CODIS system is preferred.
Responsibilities
- Manage and lead a team of help desk technicians, providing coaching, guidance, and performance management to ensure high levels of service and efficiency.
- Oversee day-to-day help desk operations, ensuring that user issues are resolved in a timely and efficient manner and that service levels meet or exceed expectations.
- Provide escalation support for complex software issues, ensuring issues are resolved or properly escalated within the appropriate time frames.
- Supervise ticketing systems, ensuring tickets are appropriately categorized, prioritized, and resolved promptly. Review ticket resolution trends and implement continuous improvement processes.
- Continuously evaluate the help desk procedures and workflows to ensure effectiveness and improve operational efficiency. Suggest improvements based on feedback from team members and end-users.
- Maintain and update internal help desk documentation, manuals, and knowledge base to ensure that team members have access to the latest troubleshooting protocols and resources.
- Provide end-user training on software, systems, and tools, especially for new employees or when significant updates or system changes occur.
- Work closely with other IT departments, such as network, system administrators, and developers, to ensure seamless integration and support for all systems.
- Generate reports on help desk performance, ticket resolution times, user satisfaction, and other key performance indicators (KPIs) for management review
- CODIS Support (Preferred): Provide support related to the CODIS (Combined DNA Index System) system, including troubleshooting and guiding users on proper system utilization, if applicable.
Education and Experience
- Bachelor's degree
- Minimum of five (5) years of experience as a help desk manager or in a similar role, managing help desk teams and programs of similar scope, type, and complexity.
Required Skills
- Documented experience and skills in troubleshooting software issues across various platforms and applications.
- Strong verbal and written communication skills to effectively interact with users, manage a team, and communicate technical issues to non-technical users.
- Minimum of three (3) years of hands-on experience working with the latest version of Microsoft Office Suite (Word, Excel, PowerPoint) and SharePoint (user level).
- Strong commitment to providing excellent customer service and the ability to manage end-user expectations and resolve conflicts effectively.
- Proven experience in leading and managing help desk teams, ensuring high levels of motivation, productivity, and team performance.
- Familiarity with help desk ticketing systems (e.g., ServiceNow, Zendesk, Jira Service Desk, etc.) and understanding of best practices for issue resolution and ticket lifecycle management.
Desired Skills
- One (1) year of experience with and knowledge of CODIS (Combined DNA Index System) or similar forensic databases, troubleshooting issues, and supporting users.
- Certifications such as CompTIA A+, ITIL Foundation, Microsoft Certified Solutions Expert (MCSE), or other relevant IT certifications are a plus.
- Experience with continuous improvement methodologies to streamline help desk operations and enhance user satisfaction.
- Basic knowledge of project management principles to assist with managing help desk initiatives or software rollouts.
- Experience in working with third-party vendors for software and hardware troubleshooting and support.
- Experience managing or providing remote support for users, particularly in distributed or hybrid work environments.
Security Clearance
- Secret clearance to start. The ability to obtain a Top Secret clearance, if required.
More About B&A:
Notable Clients
B&A has grown to be a company that is trusted by our clients for exceptional service, innovative solutions, and inspired employees. Our service extends through federal, state, and local Government, the private sector, and higher education. Some of our notable clients include Department of Homeland Security, U.S. Customs and Border Protection, U.S. Senate, U.S. Courts, U.S. Census Bureau, U.S. Navy, and more.
Benefits and Programs
B&A is proud to offer three robust individual and family medical plans to full time employees, including a Health Savings Account (HSA) option as well as dental, vision, life & AD&D, disability, Teladoc, accident, and critical illness insurance. In addition to these benefits, B&A employees enjoy paid time off, B&A sponsored trainings and certifications, pet insurance benefits, commuter transit benefits and a free subscription to a virtual exercise platform (NEOU). B&A's 401(k) plan is available to all employees and includes a company matching contribution.
B&A has launched several programs to focus on employee engagement, wellness, and assistance. These include:
- The B&A Cares program: 30/60/90-day wellness check ins, personal development, financial management, and stress management seminars, and more
- A formal mentorship program
- Job shadowing and cross training opportunities
- Brand Ambassador program
- Employee Assistance Program (EAP) - Access to various support resources to include counseling, legal guidance, financial planning, and more
- Monthly teambuilding events
- B&A Annual Wellness Challenges: #StepWithB&A, #WalkDuringLunchWithB&A, #VolunteeringWithB&A, #ExerciseDuringLunchWithB&A, and more
At B&A, we place significant importance on improving the communities and lives of citizens across the nation through our involvement, technology expertise, and employees. B&A puts an emphasis on charitable efforts in the Northern Virginia area, including Capital Area Food Bank pantry drives, book donations, Hope for Henry Foundation events, and many more. In recognition of all these efforts, B&A has been named a Companies as Responsive Employers (CARE) award recipient by Northern Virginia Family Services and nominated by the Northern Virginia Chamber of Commerce for Outstanding Corporate Citizenship Award.
EEO
B&A provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. B&A complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy covers conduct occurring at B&A's offices, and other workplaces (including client sites) and all other locations where B&A is providing services, and to all work-related activities.
EEO is the Law
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