A Square Group (ASG) · 17 hours ago
Service Desk Manager
Bethesda,MD,US
Full-time
Onsite
Senior Level, Lead/Staff
8+ years expA Square Group (ASG) is a Minority- and Woman-Owned, Physician-Owned small business with over 15 years of experience in federal government contracting, providing a wide range of technology services. The Service Desk Manager oversees a team of Tier 2 IT Desktop Support technicians, ensuring high-quality support and adherence to service level agreements while fostering a collaborative work environment.
Health CareInformation TechnologyOutsourcing
No H1B
U.S. Citizen Only
Responsibilities
Oversees and manages a team of Tier 2 IT Desktop Support technicians, including training, coaching, and performance monitoring
Provides leadership and direction to IT Support team, fostering a collaborative and high-performance work environment
Ensures that IT Support tickets adhere to high quality standards, meet ticketing SLAs, and meets the expectations of customers
Ensures that IT Support staff provide timely and effective support to end-users, resolving technical issues and fulfilling service requests in a professional and customer-focused manner
Coordinates the response to and resolution of IT incidents, ensuring that service desk staff follow established protocols and procedures to minimize downtime and impact on users
Analyzes recurring issues and trends to identify underlying problems and implement corrective actions to prevent future incidents
Monitors service level agreements (SLAs) for IT support services, ensuring that performance meets or exceeds agreed-upon targets
Manages the escalation of complex or high-priority issues to appropriate technical teams or management, ensuring timely resolution and communication to affected stakeholders
Other duties as assigned
Qualification
Required
Bachelor's degree from an accredited college or university
Minimum of eight (8) years of relevant, applicable professional experience
Experience as a Service Desk Team Lead for Tier 2 Desktop support in a macOS environment and at least two out of three of the following: Windows OS, Linux, or iOS environments
Experience managing customer expectations and delivering the highest quality customer service
ServiceNow expertise in queue management and ticket fulfillment
Ability to obtain Public Trust
Preferred
One or more certifications: ITIL Practitioner, ITIL Service Manager, Apple Certified Macintosh Technician, Apple Certified Support Professional, LPIC-1, LPIC-2, CompTIA A+, CompTIA Network+, CompTIA Linux+, CompTIA Healthcare IT Technician, HDI Desktop Support Manager, HDI Service Manager, Microsoft Certified Solutions
Benefits
Healthcare Benefits
Life
Disability
Paid Time Off
401k Matching
Employee Referral Bonus
Education Assistance
Learning and Development resources
Company
A Square Group (ASG)
A Minority, Woman-Owned, Small Disadvantaged Business. CMMI L3 | ISO 9001:2008 | ISO 20000-1:2011 |ISO 27001:2005 Certified.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Sara Singh
President
Company data provided by crunchbase