Dice is the leading career destination for tech experts at every stage of their careers. Our client, Tek Pyramids, is seeking the following. Apply via Dice today!
IT Helpdesk Manager
Washington, DC (3 days in office initially)
Full-Time Role
Onsite Interview Required !
Should be In DC ONLY !
Requirements :
- Bachelor's degree preferred, though equivalent work experience will be considered.
- 3+ years of experience managing and overseeing help desk operations, with a proven track record of success.
- End point help desk, managing them, creating processes and updating process, documentation; THIS IS NOT INFRASTRUCURE MANAGER ROLE
- Special projects: changing patch management
- Strong troubleshooting skills across a wide range of technical issues, with hands-on experience using common PC hardware and productivity software.
- Approximated 300 users to support
- Manage remote employees
- Lead & Develop Team: Recruit, train, and mentor helpdesk team members, fostering a high-performance and customer-focused environment.
- Customer Service Excellence: Ensure the delivery of timely, accurate, and high-quality customer service daily, setting and upholding high standards for the team.
- Process Improvement: Establish and implement best practices across the technical support process, continually refining them to enhance efficiency and effectiveness.
- Performance Monitoring and Communication: Develop and deliver regular reports on the helpdesk team's productivity and other relevant metrics. Keep the Deputy CIO informed of all relevant Helpdesk status updates.
- Continuous Improvement: Engage with users to gather feedback, identify areas for improvement, and implement changes to enhance the customer support experience.
- Policy Development: Design, document, and enforce helpdesk policies and protocols, ensuring consistency and compliance across the organization.
- IT Asset Management: Oversee organization-wide IT asset management, ensuring accurate tracking, deployment, and maintenance of technology resources.
- Onboarding & Offboarding: Manage the onboarding and offboarding process for new employees, ensuring alignment with AIPAC security policies and standards.
- Technology Management: Supervise the procurement, deployment, and management of new laptops and associated software, ensuring smooth operations.
- Vendor Relations: Maintain strong relationships with key vendors related to helpdesk operations, ensuring quality service and support.
- Must support the mission be comfortable with Israel's actions in the war.