AET Federal Inc. · 4 months ago
IT Help Desk Manager (Public Trust Required, Fully On-Site)
Tysons, VA 22182
Full-time
Onsite
Senior Level, Lead/Staff
$100K/yr - $115K/yr
10+ years expAET Federal Inc. is seeking a disciplined IT Help Desk Manager with extensive experience in managing IT Service/Help Desk and Call Centers. The role involves overseeing multiple projects, managing teams, and ensuring effective communication with stakeholders while maintaining performance metrics and incident monitoring.
Information Technology
No H1B
Security Clearance Required
Responsibilities
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
Qualification
Required
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
Experience working with customers, gathering and understanding customer requirements
Benefits
401(k)
Paid time off
Dental insurance
Health insurance
Vision insurance
Company
AET Federal Inc.
AET Federal, Inc.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase