Help Desk Manager

Help Desk Manager - Custom Support Manager Washington, DC Pay From: $115,000 per yearMUST:Eligible or active DoD Secret clearanceExperienced Help Desk Manager/ Tier II Team8+ years of professional experience in the IT support field6+ years of experience managing or leading Help desk or IT support teamsProven track record of providing leadership and technical training to team membersExperience of managing a team of 20+ candidatesExperience with ServiceNow Ticketing is requiredStrong communication skills both written and verbalStrong interpersonal skills and proven ability to manage a team in a professional settingHighly organized and a proven ability to multi-taskCurrent MCP or higher Microsoft certification or active Google IT Support CertificationAble to take and pass HDI certification (Ex. Support Center Manager or Desktop Support Manager)PMP certification is strongly desiredBachelor's Degree is requiredDUTIES:Will provide leadership and training to a team of 7-10 technicians under minimal directionEnsure the team is providing deskside IT, audio/visual equipment, video teleconference equipment, mobile phone and asset management support in a service desk environment for a Federal client at a high levelOversee Tier I and Tier II help Desk teams and provide necessary leadership and support to both teamsThis candidate will be the primary customer service champion of the program and ensure a high level customer service to the Federal clientDesign effective quality assurance measures for service requests and ensure compliance by the teamEngage dissatisfied customers and diffuse escalated situationsEnsure compliance against contractual SLA targetsEfficiently prioritize incident and service request tickets in alignment with client prioritiesManage the knowledge base and standard operating procedure (SOP) library of the team*Quadrant, Inc. is an equal opportunity and affirmative action employer. Quadrant is committed to administering all employment and personnel actions on the basis of merit and free of discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or status as an individual with a disability. Consistent with this commitment, we are dedicated to the employment and advancement of qualified minorities, women, individuals with disabilities, protected veterans, persons of all ethnic backgrounds and religions according to their abilities.