Job Description:

Position Title:

Help Desk Manager Location:

US-Maryland-Fort Meade Job ID:

5384 # of

Openings:

Information Technology Clearance:

Secret Clearance Status:

Active Type:

Regular Full-Time Overview:

The Help Desk Manager supports the Defense Information Systems Agency (DISA), Business Systems Portfolio develop and integrate Agency business systems solutions, which include systems that address key areas such as personnel management, financial management, telecommunication services, contract management, and customer relations, among other support services to the DISA mission.

Responsibilities:

Plan and implement the appropriate IT capacity (Resource Capacity Management, Service Capacity Management, and Business Capacity Management) while helping ensure that information & technology services achieve expected levels of performance. Manage and mentor service desk staff, ensuring they are well-trained and equipped to handle inquiries and technical issues effectively. Oversee the daily operation of the service desk to include monitoring performance metrics and service level agreements (SLAs). Responsible for identifying and implementing service improvement initiatives. Coordinate with other IT sections to resolve issues and ensure that the service desk continually evolves to meet changing business needs. Analyze performance data to identify trends and areas of improvement to provide regular reports to management on service desk performance.

Qualifications:

Required:

Bachelor's Degree with 5 years of experience in IT support
2 years of support as a Help Desk Manager
ITIL v4 Certified

Secret Clearance Preferred:

Experience in implementing ITIL-based methods of using industry-recognized Service Desk ticket management software.

Company Overview:

Integral partners with federal defense, intelligence, and civilian leaders to tackle their most important challenges and deliver positive outcomes. Since our founding in 1998, we have helped clients leverage existing and emerging technologies to transform their enterprises, empower growth, drive innovation, and build sustainable success. The forward-leaning solutions we deliver are tailored to each mission with a focus on keeping our nation safe and secure. Integral is headquartered in McLean, VA and serves clients throughout the country. We offer a comprehensive total rewards package including paid parental leave and immediate vesting in our 401(k). Give us a try and become part of a curated group of professionals at Integral Federal!

Our package also includes:

Medical, Dental & Vision Insurance
Flexible Spending Accounts
Short-Term and Long-Term Disability Insurance
Life Insurance
Paid Time Off & Holidays
Earned Bonuses & Awards
Professional Training Reimbursement
Employee Assistance Program Equal Opportunity Employer/Protected Veteran/Disability Equal employment opportunity, including veterans and individuals with disabilities.

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