HELP DESK MANAGER

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HELP DESK MANAGER
Richmond, VA
**MEMBERS ONLY**SIGN UP NOW***. (VEDP) is seeking an experienced Help Desk Manager to oversee the end-user support team that provides technical support to 250 employees located in Virginia. This position is responsible for overseeing the day-to-day technical support activities of service desk operations to ensure users are able to receive the appropriate support they require. Day-to-day responsibilities include management, identification, prioritization, and resolution of incidents, as well as the monitoring, tracking, and coordination of Service Desk functions across the organization. A problem-solving attitude with an ability to motivate your team to achieve specific goals are essential skills to perform well in this position.
This position resides in the Information Technology department and will report to the Chief Information Officer.
Responsibilities:
Manage to build a cohesive team and develop skill sets of staff effectively
Ensure customer service is timely and accurate on a daily basis
Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems
Establish best practices through the entire technical support process, including creating and maintaining employee-facing documentation
Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency
Develop specific customer service standards (Ex. SLAs and Procedures)
Contribute to improving customer support by actively responding to escalations and concerns
Liaise with vendors for the procurement of new systems technologies; oversee installation and resolve adaptation issues.
Handle employee onboarding and offboarding
Maintain IT equipment across our offices
Skills:
Experience building a cohesive team and managing staff effectively
Hands on experience with endpoint management software including remote access
Experience with Microsoft Office 365 and other cloud platforms
Experience with Windows AD and Windows PowerShell
Ability to research and troubleshoot a wide variety of IT related issues, while providing timely resolution
Knowledge and understanding of best practices for service management
Ability to organize and prioritize multiple projects
Excellent communication skills and attention to detail is a must
Education
Bachelor’s degree in the field of computer science or business management is required
At least 5 years equivalent work experience in IT Client Service / Service Desk environment, including administering a service ticketing system
Extensive knowledge of computer hardware and software
Proficient working knowledge of a range of diagnostic utilities
Experience with desktop and server operating systems
Familiarity with the advanced principles of ITIL and Service Desk Best Practices
Being authorized to work in the U.S. is a precondition of employment. VEDP uses the E-Verify system and does not provide sponsorship.
All candidates must apply through our website ****. A valid driver’s license is required. Salary Minimum: $70,000. Application deadline: March 11, 2022.
VEDP is an Equal Opportunity Employer. All applicants are considered for employment without regard to race, sex, color, national origin, religion, age, veteran status, political affiliation, genetics, or against otherwise qualified individuals with disabilities. It is VEDP’s intent that its employment and personnel policies and practices conform to all applicable federal, state, and local laws and regulations regarding non-discrimination and affirmative action. Applicants requiring more information or requiring assistance may **** or
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