(410) 814-7547

Help Desk Manager

RightDirection Technology Solutions

RDTS is seeking a Help Desk Manager to manage a full-service help desk, including Tier 1 (first contact telephone support) and Tier 2 (desktop support) functions. This position assists with technical support of desktop computers, applications, and related technical problems on a variety of issues with end users. Support includes interfacing with end users via telephone, email, and personnel requests managed via ticketing systems. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. The position’s responsibilities require independent analyses, communication, and problem solving. This is in support of the Department of State agency.

Responsibilities and Duties

The Program Manager works with the government project leadership and representatives in the planning, management, execution and reporting of the specific task area. Shall provide expert project management advice and support to Department of State project teams in all aspects of project planning, management, and reporting. Maintains proficiency in use of project management methodologies and leverages skills to assist project teams in using approved Dept. of State methodologies.

Maintain Remedy ticketing system for creation and resolution for reporting. Perform remedial maintenance, management, and technical support to support program functions. Track and execute warranties for asset maintenance. Assist with inventory and maintain inventory of spares provided for IT maintenance. Perform hardware installation, de-installation, and relocation. Create/update diagrams supporting the documentation and configuration management.  Oversee the Help Desk teams and serve as knowledge base for team.

Qualifications and Skills

Experience Level:

  • Minimum of eight (8) years of overall IT experience and a minimum of three (3) years managing high volume Help Desk / Call Center operations.
  • Experience in using Remedy ticketing system.
  • Experience operating a Help Desk / Call Center under the ISO 20000 standard for IT Service Management preferred.

Education and Years of Experience:

  • Bachelors Degree
  • Three (3) years managing high volume Help Desk / Call Center operations

RDTS is an EEO. AA/M/F/D/V.
RDTS participates in the E-Verify Employment Verification Program.

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