Iron Bow is looking for a Helpdesk Manager to join the Internal Management Information Systems team.
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
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
10% Travel some local travel to DC metro offices for support and customer interactions
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