IT Help Desk Manager (Public Trust Required, Fully On-Site)
Aet FederalTysons, Virginia
Automate your job search with Sonara.
Submit 10x as many applications with less effort than one manual application.1
Reclaim your time by letting our AI handle the grunt work of job searching.
We continuously scan millions of openings to find your top matches.
Job Description
Benefits:
- 401(k)
- Paid time off
- Dental insurance
- Health insurance
- Vision insurance
AET Federal is seeking a disciplined IT Help Desk Manager with at least 10 years of experience in managing IT Service/ Help Desk and Call Centers. The Help Desk Manager will work a hands on, onsite role based out of Suitland, Maryland, with occasionally visiting the Tysons, VA office, overseeing multiple assignments and projects. The ideal candidate will be an expert in managing multiple teams and obtain expertise in call monitoring and help desk related tasks. Specific Duties Include:
- Overseeing multiple projects including but not limited to call monitoring, incident monitoring, performance metrics, help desk tickets (Tier I, II, III)
- Responsible for communicating with stakeholders, project operators, customers, and peers
- Mitigating risks and knowledge management
- Collecting and monitoring performance metrics comparing team member's performance using statistical and graphing reporting tools
- Overseeing incident monitoring by reviewing tickets entered by the Enterprise IT Help Desk team against established standards
- Managing call monitoring and worker call monitoring by listening on analyst's calls and rating specific behaviors
- Overseeing ticketing of mobile device issues and incoming call center inquiries
Requirements:
· Minimum of 10 years of experience managing an IT Service Desk.
· Must be able to commute to Tysons, VA AND Suitland, Maryland daily and work flexible work hours (work site will be some days in Tysons, some in Suitland, MD)
· Must possess an Active Public Trust Clearance
· HDI Certification (Requirement) · ServiceNow Experience Mandatory
· Degree in Computer Science, Information Technology, or related field.
· Prior experience creating reports, trainings, or guides
· HDI Certification
· Experience working with customers, gathering and understanding customer requirements.
Compensation: $100,000.00 - $115,000.00 per year
WE ARE
AET Federal Inc. (“AET”) is certified as an 8(a) Small Disadvantaged Firm by US Small Business Administration and also certified by the Commonwealth of Virginia, Department of Small Business and Supplier Diversity as Small, Minority Owned Business (SWaM). AET prides itself on efficient management and low overhead, thereby offering its clients high quality services at highly competitive prices. The fundamental distinction of our company is its business knowledge in both the public and private sectors. We serve the transportation, defense, intelligence, financial, healthcare, and technology & telecommunications industries. AET is successful because we listen to our clients, we learn from our clients, and we understand our clients’ needs. In an industry that is constantly changing, AET is the face of stability.
ARE YOU READY FOR WHAT'S NEXT IN YOUR CAREER?
At AET, our success is defined by the knowledge, commitment, diversity, and satisfaction of our employees. Impactful Work. Smart Solutions. Meaningful Careers. AET fosters a creative and efficient work environment that revolves around a project team concept. We offer competitive salaries and an exceptional benefits package, and we are always seeking new candidates to join our team.
Automate your job search with Sonara.
Submit 10x as many applications with less effort than one manual application.