Service Desk Manager
A Square Group (ASG)
Bethesda, MD
Full Time
Mid Level
8+ years
Posted 1 week ago
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Oversee and manage a team of Tier 2 IT Desktop Support technicians, ensuring high-quality support, adherence to SLAs, and effective resolution of technical issues for the National Institute of Mental Health (NIMH).
Responsibilities
- Oversee and manage a team of Tier 2 IT Desktop Support technicians, including training, coaching, and performance monitoring
- Provide leadership and direction to IT Support team, fostering a collaborative and high-performance work environment
- Ensure that IT Support tickets adhere to high quality standards, meet ticketing SLAs, and meet customer expectations
- Ensure IT Support staff provide timely and effective support to end-users, resolving technical issues and fulfilling service requests
- Coordinate the response to and resolution of IT incidents, ensuring established protocols are followed to minimize downtime
- Analyze recurring issues and trends to identify underlying problems and implement corrective actions
- Monitor service level agreements (SLAs) for IT support services, ensuring performance meets or exceeds targets
- Manage the escalation of complex or high-priority issues to appropriate technical teams or management
Requirements
- Minimum 8 years of relevant deskside, phone, and VIP support experience
- Experience as a Service Desk Team Lead for Tier 2 Desktop support in macOS environment
- Experience in at least two of three following: Windows OS, Linux, or iOS environments
- Experience managing customer expectations and delivering high quality customer service
- ServiceNow expertise in queue management and ticket fulfillment
Qualifications
- Bachelor’s degree from an accredited college or university is preferred
- Minimum of eight (8) years of relevant deskside, phone support and VIP support, applicable professional experience
Nice to Have
- Bachelor's degree
Skills
ServiceNow
*
iOS
*
Linux
*
ITIL
*
macOS
*
Windows OS
*
* Required skills
Benefits
Paid Time Off
Healthcare Benefits
Education assistance
Life
Disability
401K Matching
Learning and Development resources
Certifications
CompTIA A+
(Required)
CompTIA Linux+
(Required)
CompTIA Network+
(Required)
ITIL Practitioner
(Required)
ITIL Service Manager
(Required)
Apple Certified Macintosh Technician
(Required)
Apple Certified Support Professional
(Required)
LPIC-1
(Required)
LPIC-2
(Required)
CompTIA Healthcare IT Technician
(Required)
HDI Desktop Support Manager
(Required)
HDI Service Manager
(Required)
Microsoft Certified Solutions
(Required)
About A Square Group (ASG)
ASG is a Minority- and Woman-Owned, Physician-Owned small business with over 15 years of experience in federal government contracting, delivering a wide range of technology services.
Technology
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