Help Desk Manager

Quadrant Inc

Washington, DC

JOB DETAILS
SALARY
LOCATION
Washington, DC
POSTED
19 days ago

Help Desk Manager - Custom Support Manager
Washington, DC
Pay From: $115,000 per year

MUST:

Eligible or active DoD Secret clearance
Experienced Help Desk Manager/ Tier II Team
8+ years of professional experience in the IT support field
6+ years of experience managing or Leading Help desk or IT support teams
Proven track record of providing Leadership and technical training to team members
Experience of managing a team of 20+ candidates
Experience with ServiceNow Ticketing is required
Strong communication skills both written and verbal
Strong interpersonal skills and proven ability to manage a team in a professional setting
Highly organized and a proven ability to multi-task
Current MCP or higher Microsoft certification or active Google IT Support Certification
Able to take and pass HDI certification (Ex. Support Center Manager or Desktop Support Manager)
PMP certification is strongly desired
Bachelor's Degree is required

DUTIES:
Will provide leadership and training to a team of 7-10 technicians under minimal direction
Ensure 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 level
Oversee Tier I and Tier II help Desk teams and provide necessary leadership and support to both teams
This candidate will be the primary customer service champion of the program and ensure a high level customer service to the Federal client
Design effective quality assurance measures for service requests and ensure compliance by the team
Engage dissatisfied customers and diffuse escalated situations
Ensure compliance against contractual SLA targets
Efficiently prioritize incident and service request tickets in alignment with client priorities
Manage 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.

About the Company

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Quadrant Inc

Quadrant is a full-life cycle staff augmentation agency providing a proven "rapid fire" approach in responding to the needs of our clients. Quadrant offers a comprehensive suite of staffing solutions for organizations in the Healthcare, Medical, Dental, Information Technology, HR and Government contract sectors.

Our clients have come to include some of the largest and most recognized brand named companies in the Washington, DC and Baltimore, MD metropolitan regions. Quadrant is a DOD TOP Secret cleared facility and holds a Maryland Minority Business Enterprise (MBE) and Virginia SWaM certification. Quadrant's clients are rapidly hiring a mix of healthcare, medical, dental, information technology, recruiting and HR professionals.

Quadrant is recognized as the largest Healthcare Staffing agency in the Washington DC area. We support every major healthcare system and thousands of area healthcare practices. Our healthcare division focuses on all clinical and nonclinical staff with the exception of physicians. Our database boasts hundreds of thousands of local screened healthcare professionals; the largest in the area. Our resources enable us to respond to our clients requests quickly, generally within 24 hours of request on mainstream orders.

Our Information Technology clients support a broad mix of commercial and federal government agencies. Our clients include government contractors who support projects with federal agencies such as U.S. Department of Veterans Affairs, National Institutes of Health(NIH), U.S. Customs and Border Patrol, FDA, FBI, USPTO, DHS, DHHS, DOD, DOJ, DOE, DISA, and USPS. In addition to our federal portfolio, Quadrant also supports a range of commercial clients focusing in software, telecom, mobile, web and healthcare development.

Whether you are a job seeker or a company with open positions to fill we will bridge the talent gap. Contact any of our seasoned professional recruiters or account managers and we will walk you through our proven staffing methodology. We offer a consultative approach to both potential employee and employer. We seek the right match, at the right time, every time.

COMPANY SIZE
500 to 999 employees
INDUSTRY
Healthcare Services
FOUNDED
2017
WEBSITE
http://www.quadrantinc.com/