Helpdesk Manager

Job Reference
22-0057

Post Date
2/17/2022

CARC
Yes

City/Location
Washington DC

Point of Hire
Seattle, WA

Company
DDATA - DesignDATA

Reports To
Program Manager

Type of Position
Regular Full-Time

FLSA Status
Exempt

Description
The Helpdesk Manager position is responsible for delivering our IT managed services to a client account with the support of a cross-functional team. Although technical capabilities are necessary, this role is primarily responsible for managing helpdesk staff, operations and customer relations.

ESSENTIAL FUNCTIONS:

Operations Management

• Ensure helpdesk policy & procedures are well documented and adhered to on a daily and weekly basis.

• Identify procedural gaps and work with internal and client stakeholders to establish or amend existing operational procedures.

• Oversee the client organization’s equipment procurement and management, including workstations, mobile devices, and other helpdesk related equipment.

• Oversee client staff onboarding and offboarding procedures to ensure accuracy of Active Directory .

• Oversee vendor management for services related to the helpdesk.

• Track service renewal dates to ensure contracts and billing are escalated to management.

• Oversee virtual and on-premise audio visual management for the organization. Coordinate with clients and helpdesk staff to ensure meeting and event technology requests are met and exceeded.

Team Management

• Lead a team of 4 helpdesk engineers on a daily basis.

• Manage support ticket triage, ensuring SLAs are met and exceeded.

• Directly assist with tickets during high volume.

• Oversee ticket metrics, identify patterns, and make improvements based on data and staff feedback.

• Schedule team resources to meet client obligations in a timely and effective manner.

• Motivate individual and team growth and performance.

• Participate in relevant review meetings for team members (e.g. performance).

Customer Service

• Act as the point of contact for client concerns and escalate issues related to tickets appropriately.

• Identify and promote opportunities to improve our processes and service delivery.

• Schedule client maintenance periods and downtime with the client and designDATA.

• Act as Incident Manager for issues affecting clients during regular business hours.

• Participate in the On-Call Operations Manager rotation to for after-hours incidents.

Project Management

• Research new technologies & services to solve technical or operational challenges. Assess their viability and make recommendations for potential implementation.

• Manage project delivery for client accounts with the support of internal technical resources.

• Meet with vendors subject matter experts and resource managers to plan and staff projects.

• Manage project teams throughout project duration to ensure timely and successful completion.

• Keep clients informed, manage their expectations, and drive delivery of their dependencies.

• Keep our leadership team informed of project status, including new risks and needs.

Requirements
CERTIFICATIONS:

• Attain CompTIA Project or other approved Project Management certification within 9 months of moving into this role.

KNOWLEDGE, SKILLS & ABILITIES:

• Bachelor’s degree preferably in information technology management or related field.

• 4 years of progressive IT experience.

• IT management and/or supervisory experience desired but not required.

• Proven track record managing a diverse technology group in a fast-paced and customer-focused team environment.

• Outstanding ability to work both independently and within a team environment.

• Outstanding communications and customer relations skills.

• Excellent documentation management skills.

• Strong and diverse technical skills with a willingness to be hands’ on as needed.

• Proven ability to communicate with both end users and executives.

• Willingness to go “above and beyond” to exceed customer expectations.

• Effective client-facing interpersonal skills; comfortable and effective at acting as a liaison between multiple technology groups.

• Tailors communication appropriately within the team, the company, and clients.

• Exceptional analytical and problem-solving skills.

• Works well under stress, pressure, and deadlines.

• Thrives on working well with clients and provides exceptional service

• Well-organized, self-directed team player.

• High level of proficiency with Microsoft & Google software, and a desire to learn about cloud and computer networks.

• Certifications (desired but not required): Microsoft, Google Workspace, ISC2, and CompTIA, ITIL certifications.

JOB SPECIFIC COMPETENCIES:

• Leadership - Maintains a productive climate and confidently motivates, mobilizes, and coaches employees to meet high performance standards and goals

• Strategic Implementation/Thinking - Formulates effective strategies consistent with the business and competitive strategies, examines policy issues and strategic planning with a long term perspective, determines objectives, sets priorities, and anticipates potential threats or opportunities.

WORKING ENVIRONMENT: The majority of work is performed in a professional office setting with a wide variety of people with differing functions, personalities and abilities. Some travel will be required a few times a year to various hotels throughout USA and Canada.
PHYSICAL DEMANDS: The individual will be subject to sedentary work with the majority of hours in a professional office environment, and will need to be able to quickly respond to a change in work demands. The individual is required to have close visual acuity to perform activities such as viewing a computer terminal. Occasionally lift, carry, push, pull or otherwise move objects (1-40 lbs.) are required.

REASONABLE ACCOMODATION: It is design DATA, Inc.’s business philosophy and practice to provide reasonable accommodations, according to applicable state and federal laws, to all qualified individuals with physical or mental disabilities.

PREFERENCE STATEMENT: design Data, Inc. grants preference to qualified Doyon Shareholders first, and second to qualified shareholders of other Alaska Native corporations that grant a similar preference in all phases of employment and training, which include, but are not limited to hiring, promotion, layoff, transfer, and training.
PAY TRANSPARENCY STATEMENT: design Data, Inc. will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of the other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consent with the contractor’s legal duty to furnish information.

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.

A review of this position has excluded marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbent(s) will possess the skills, aptitudes and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills or abilities.

This job description is not an employment agreement or contract. Management has the exclusive right to alter the scope of work within the framework of this job description at any time without prior notice.

design Data Inc. is a Federal Contractor and complies with the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA).

design Data, Inc. is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, disability, veteran status, and other protected characteristics. The EEO is the Law . For questions on the job posting contact (253) 344-5300.

EOE AAP M/F/V/D

If you need assistance or special accommodations during the application process, please contact the appropriate Human Resources Department at dgghr@doyongovgrp.com
Only qualified applicants will be notified.

• Except as provided otherwise under applicable law, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or national origin. We are also an equal opportunity employer of individuals with disabilities and protected veterans.
• Please view Equal Employment Opportunity Posters provided by OFCCP.

Job Type: Full-time