Bart & Associates, Inc. · 1 day ago
Help Desk Manager
United States
Full-time
Remote
Mid Level
3+ years exp
Maximize your interview chancesComputerCRM
No H1B
Insider Connection @Bart & Associates, Inc.
Get 3x more responses when you reach out via email instead of LinkedIn.
Responsibilities
Recruit, train, and mentor help desk staff.
Schedule and assign tasks to ensure coverage and timely resolution of issues.
Monitor and evaluate team performance, providing constructive feedback and coaching as needed.
Ensure timely response and resolution of user requests, incidents, and issues.
Oversee ticketing system usage and maintain accurate records of support interactions.
Develop and enforce help desk policies and procedures.
Track key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction.
Generate and present regular reports on help desk performance and trends.
Act as an escalation point for complex or unresolved issues.
Foster a culture of customer service excellence and continuous improvement.
Ensure end-users are informed and supported during IT changes or outages.
Evaluate and recommend tools and software to improve help desk efficiency.
Stay updated on industry trends to enhance support operations.
Collaborate with other IT departments to resolve systemic issues and implement solutions.
Qualification
Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.
Required
Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
3–5 years of experience in IT support, with at least 2 years in a leadership role.
Proficiency in help desk software and tools (e.g., Zendesk, Jira, ServiceNow).
Strong understanding of IT infrastructure, operating systems, and common business applications.
Eligible to obtain a Public Trust clearance.
Preferred
Excellent communication and interpersonal skills.
Proven ability to manage and motivate a team.
Strong problem-solving and decision-making abilities.
ITIL Foundation Certification or similar.
Relevant technical certifications (e.g., CompTIA A+, Microsoft Certified Professional).
Benefits
100% premium paid medical plan option, which includes coverage for medical, prescription, dental, vision, life insurance, AD&D, disability, Teladoc, and accident insurance
Paid time off
Tuition assistance
B&A sponsored trainings and certifications
Commuter transit benefits (SmartBenefits) for DC Metro full-time employees
A free subscription to a virtual exercise platform (NEOU)
The B&A Cares program: on-staff registered counselor, 30/60/90-day wellness check ins, personal development, financial management, and stress management seminars, wellness challenges, and more
A formal mentorship program
Job shadowing and cross training opportunities
Brand Ambassador program
Lifeworks Employee Assistance Program (EAP): engagement through guided wellness and peer recognition. Access to various support resources to include counseling, legal guidance, financial planning, and more
Monthly virtual events
B&A Annual Wellness Challenge: #StepWithB&A, #WalkDuringLunchWithB&A, #VolunteeringWithB&A, and #ExerciseDuringLunchWithB&A, and more
Company
Bart & Associates, Inc.
Headquartered in McLean, Va., B&A is a leading information technology systems integrator providing solutions through four primary service offerings: Modernization & Transformation, Integration & Analytics, Operations & Enablement, and Human Capital Management.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
unknownKey Investors
Stellus Capital Management
2024-09-10Private Equity· undefined
2024-08-27Debt Financing· undefined
2024-08-27Acquired· undefined
Leadership Team
Jonathan Evans
CEO & President
Paul Mangus
Founder
Company data provided by crunchbase
