Service Desk Manager

A Square Group (ASG) Bethesda, MD

Full Time Mid Level 8+ years

Posted 3 months ago Expired

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About This Role

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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