IT Help Desk Manager

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Requirements:

• Bachelor's degree.
• Security Plus certification.
• 8 years of help desk experience, with a minimum of 2 years in a management role.
• Technical skills for oversight and workload management of IT service desk contractors.
• Supervisory skills to assign work, monitor completion, and adjust schedules.
• Ability to work independently and as a team lead/supervisor.
• Ability to work remotely.

Responsibilities:

• Provide, maintain, and project scheduling of assigned contractors to ensure sufficient staffing.
• Attend meetings with senior officials, contractors, and employees; provide deliverable reports.
• Gather and analyze daily performance data from contractor staff.
• Provide supervisory guidance and support to contractors.
• Report all issues to the Government Technical Manager (GTM).
• Provide administrative support for time and attendance.
• Summarize ticket reviews to GTM and monitor contractor staff using pertinent IRS-CI systems.
• Maintain daily and weekly progress reports and provide analysis on US HD data as assigned.
• Develop and maintain policies, plans, procedures, schedules, guidance material, and standards.