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Belcan's Government Solutions business unit is an information technology strategy and solutions organization focused on providing services that allow Federal Government agencies to deliver on the promise of technology. Belcan leads complex IT programs for Federal Government agencies in national security, defense, intelligence, health, and finance. Our mission is to deliver and support innovative solutions for large, complex Federal Government enterprises with a targeted focus on higher end differentiated services that solve mission critical client issues.
We are seeking an IT Helpdesk Manager to manage Help Desk Team while ensuring they are providing outstanding customer support. Specifically:
- Provide day to day oversight for the help desk operation to ensure incidents and service requests and escalations are dealt with in a timely fashion.
- Work with Project Manager in coordinating and scheduling help desk technician work to accommodate desk side and phone support for the entire organization while meeting special projects timeline.
- Serves as subject matter expert and escalation point to personnel in the help desk support team. Maintain both the ticketing system (ServiceNow) and knowledge base to ensure accuracy. Measure and report on service delivery performance metrics including customer satisfaction follow ups, request and incident ticket statistics via ServiceNow.
- Responsible for managing the life cycle of all issues, primary objective are: to prevent problems and resulting incidents from happening, to eliminate recurring incidents, and to minimize the impact of incidents that cannot be prevented.
- Escalate higher priority issues to System Administrator, Network Administrator, Network Team, and/or Operations for in-depth analysis. Assists with training Helpdesk staff with new internal processes and procedures.
Qualifications
- A bachelor's degree or 10 years' work experience in a related field.
- At least five (5) years of progressive IT experience, to include three (3) at a complex organization.
Preferred (not required)
- One or more certifications in the IT field (A+, ITIL, etc.) are preferred. Candidate should have either
We invest in the lives of our employees, both in and out of the workplace, by providing competitive pay and benefits packages. This position is offering a salary range of up to $90,000 depending on experience, seniority, geographic locations, and other factors permitted by law. Benefits offered may include health care, dental, vision, life insurance; 401(k); education assistance; paid time off including PTO, holidays, and any other paid leave required by law.
We are an Equal Opportunity/Affirmative Action Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, or membership in any other group protected by federal, state, or local laws.