Help Desk Manager - Custom Support Manager

Herndon, VA and Washington, DC

Pay From: $115,000 per year

MUST:

• Eligible or active DoD Secret clearance
• Experienced Help Desk Manager/ Tier II Team Lead
• 8+ years of professional experience in the IT support field
• 6+ years of experience managing or Leading Help desk or IT support teams
• Proven track record of providing Leadership and technical training to team members
• Experience of managing a team of 20+ candidates
• Experience with ServiceNow Ticketing is required
• Strong communication skills both written and verbal
• Strong interpersonal skills and proven ability to manage a team in a professional setting
• Highly organized and a proven ability to multi-task
• Current MCP or higher Microsoft certification or active Google IT Support Certification
• Able to take and pass HDI certification (Ex. Support Center Manager or Desktop Support Manager)
• PMP certification is strongly desired
• Bachelor's Degree is required

DUTIES:

• Will provide leadership and training to a team of 7-10 technicians under minimal direction
• Ensure the team is providing deskside IT, audio/visual equipment, video teleconference equipment, mobile phone and asset management support in a service desk environment for a Federal client at a high level
• Oversee Tier I and Tier II help Desk teams and provide necessary leadership and support to both teams
• This candidate will be the primary customer service champion of the program and ensure a high level customer service to the Federal client
• Design effective quality assurance measures for service requests and ensure compliance by the team
• Engage dissatisfied customers and diffuse escalated situations
• Ensure compliance against contractual SLA targets
• Efficiently prioritize incident and service request tickets in alignment with client priorities
• Manage the knowledge base and standard operating procedure (SOP) library of the team

Quadrant, Inc. is an equal opportunity and affirmative action employer. Quadrant is committed to administering all employment and personnel actions on the basis of merit and free of discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or status as an individual with a disability. Consistent with this commitment, we are dedicated to the employment and advancement of qualified minorities, women, individuals with disabilities, protected veterans, persons of all ethnic backgrounds and religions according to their abilities.