Helpdesk Manager

Ironbow Herndon , VA 20171

Posted 3 months ago

Iron Bow is looking for a Helpdesk Manager to join the Internal Management Information Systems team.

  • Responsibilities:

  • The manager is responsible for assigning helpdesk tickets, reporting to management, quality assurance, and metrics gathering using the ITSM reporting tools

  • Effectively communicate issues/maintenance notifications to the internal MIS team and our customers

  • Incident/Problem management and handling ticket escalation as appropriate to the various teams

  • Managing team of T1/T2 systems administrators

  • Responsible for knowledge management & process documentation as relates to team responsibilities

  • Work with teams and customers to create and maintain detailed process documentation

  • Responsible for managing both internal and external service catalog, ticket escalations, and ticket resolution.

  • Participation in MIS Change Management process

  • Create and manage SLA's for MIS Services

  • Liaison between Helpdesk staff and Tier 3 / engineering teams

  • Special projects as required by MIS management team

  • Requirements:

  • A bachelor degree in the IT related field is required; ITILv3, PMP is desired but not required

  • Must have 8-10 years of experience in IT helpdesk management

  • Experience managing work in an IT Operations environment, with a proven ability to manage both immediate reactive issues and long-term strategic goals

  • Ability to use automated tools such as Microsoft Office and Service-Now, to communicate and present ideas, information, and reports to customers and management.

  • Proven leadership experience managing personnel across multiple functional task areas.

  • Able to schedule and track projects using Microsoft Project Gantt charts and Work Breakdown Structures.

  • Knowledge of common IT applications and services, network services, computer and communications systems, and associated protocols and industry standards and Federal information security and device configuration standards.

  • Experience providing supervisory oversight and coordinating tasks with internal and external customers

  • Excellent verbal and written communication skills

  • Travel

  • 10% Travel some local travel to DC metro offices for support and customer interactions

Employment Information

  • Iron Bow offers a competitive benefits package, which includes excellent medical and dental benefits, and a 401k plan with matching. Conditions of employment

  • All applicants receiving an offer of employment will be required to complete an Iron Bow application and sign a disclosure and authorization form for a background investigation. All offers of employment are contingent upon satisfactory completion of the Iron Bow background investigation which may include a criminal check, education and employment verifications and for some positions a credit check. In addition Iron Bow participates in the E-verify employment verification program.

  • Iron Bow is an equal opportunity employer committed to support family values, integrity in the workplace, and an entrepreneurial atmosphere. Iron Bow makes employment decisions without regard to race, gender, disability or protected veteran Status. EOE M/F/Disabled/Vet

Code of Ethics

  • Iron Bow is committed to conducting its business in accordance with all applicable federal, state and local laws and regulations, and in accordance with the Iron Bow Code of Ethics, Conduct and Responsibility. Iron Bow employees are expected to comply and to assist the company in complying with each of these obligations.

  • The purpose of the Iron Bow Code of Ethics, Conduct, and Responsibility is to state the principles of business ethics and conduct that Iron Bow requires all employees to follow in dealings on behalf of Iron Bow with the government, the general public, customers, suppliers, competitors, and fellow employees

  • As employees, consultants or representatives of Iron Bow, we will treat one another fairly and with dignity and mutual respect

This contractor and subcontractor shall abide by the requirements of 41 CFR 60-741.5(a). This regulation prohibits discrimination against qualified individuals on the basis of disability, and requires affirmative action by covered prime contractors and subcontractors to employ and advance in employment qualified protected veterans


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Helpdesk Manager

Ironbow