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Help Desk Manager

Company: SPN
Location: Bethesda
Posted on: February 19, 2021

Job Description:

SPN Solutions is seeking to hire a senior level, skilled Help Desk Managers to support ongoing critical requirements with one of our Defense customers in Bethesda, MD. The Help Desk Managers will be responsible for managing helpdesk operations in an enterprise network environment. The Helpdesk supports client staff on location managing installation, support, upgrade and upkeep of thousands of federal applications, users, and network systems. The Help Desk Managers will function as part of a team, inclusive of customers, and must demonstrate sufficient written and communication skills to ensure success.

Primary Job Duties

  • Manage Helpdesk operations in an enterprise network environment. The Helpdesk supports client staff on location managing installation, support, upgrade and upkeep of thousands of federal applications, users, and network systems.
  • Lead and supervise a team of Help Desk Technicians providing support to end-users.
  • Manage the helpdesk ticket queue daily, creating, routing, and remedying tickets.
  • Manage staff, including hiring, training, scheduling work assignments, and conducting evaluations.
  • Analyze customer organizational needs and direct the resolution of a wide range of computer problems with comprehensive knowledge of operating systems, servers, and software applications, as well as hardware, printers, network components, and other peripheral components.
  • Ability to multitask, oversee multiple projects at one time, track, and trend problems, identify issues, and develop solutions. Work with other department leads to resolve large-scale issues.
  • Create, edit, and review quality assurance on project documentation, SOPs, system requirements, and more.
  • Initiate and manage mission critical projects while running daily operations supporting the organization.
  • Oversee the creation and distribution of documentation and instructional material, such as related to project planning and end-user training.
  • Demonstrate strong customer service skills. Flexible work schedule to provide support as necessary.
  • Perform entitlement management duties, including modifying group/accounts in Active Directory (AD), creating/modifying Distribution Lists and Organizational Mailboxes in DEPO, adding/removing users Outlook Distribution List memberships, de-provisioning user accounts, and troubleshooting associated issues.
  • Oversee asset management, inventory management, and warehouse operations management responsibilities, including resource assignment and on-site stations for installation, support, upgrade, maintenance and refresh of desktops, laptops, tablets, printer devices and mobility devices.

    • Strong customer service and interpersonal skills.
    • Ability to work independently with minimal supervision and manage multiple tasks simultaneously.
    • Ability to work well in an organization and coordinate across various groups and functional teams.

      • Minimum Six (6+) years hands on relevant experience.
      • Four-year bachelor's degree.
      • Experience with mobility hardware, operating systems, and service providers.
      • Comp TIA Security or A+ preferred.
      • Must meet DOD 8570 requirements.
      • Strong planning, organizational, and leadership skills.
      • Strong verbal and written communication skills.
      • Strong interpersonal skills, including the ability to make effective presentations and communicate technical concepts to non-technical clients.
      • Extensive knowledge of project management processes, systems development methods, organizational change management concepts, and business process improvement methods.
      • In-depth knowledge of project planning techniques and automated project planning tools.
      • Ability to work in a team environment.
      • Excellent problem-solving and critical-thinking skills.
      • Experience with project cost management and resource capacity planning.
      • Experience with Business Process development and Change Management.


        At SPN, we have a corporate culture which fosters creative thinking, respects your contributions, and accepts nothing less than excellence in serving our customers. We demonstrate these core principles daily through our corporate Values and culture.
        • Comprehensive Health, Dental, and Vision plans available for you and your family
        • Premier 401k retirement plan with corporate matching
        • Generous vacation and sick leave plan
        • Parental leave plan
        • Company paid Life and AD&D Insurance
        • Tuition reimbursement for continuing education
        • Free gourmet coffee, tea, fresh fruits and healthy snacking alternatives

          SPN Solutions Inc. is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, physical or mental disability, sexual orientation, gender identity, age, marital status, medical condition, veteran status, or any other factor determined to be unlawful by federal, state, or local statutes. SPN Solutions Inc. will treat all employees equally with respect to compensation; opportunities for advancement, including upgrading, promotion and transfer, and all other terms and conditions of employment.

Keywords: SPN, Bethesda , Help Desk Manager, Executive , Bethesda, Maryland

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