Sparibis · 1 day ago
Help Desk Manager
Alexandria, VA
Full-time
Hybrid
Senior Level, Lead/Staff
12+ years expSparibis is looking for a Help Desk Manager to oversee their Help Desk operations. The role involves managing service delivery, ensuring adherence to client processes, and driving continuous service improvement for federal clients.
Cyber SecurityReal EstateBig DataDatabaseData ManagementProperty Management
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Ensure adherence to client’s processes and OneStop SLAs, drive key performance metrics, manage workload across teams, and delegate tasks accordingly
Develop and execute procedures for conducting end user satisfaction surveys in accordance with the service level requirements
Maintain a continuous service improvement program that improves Help Desk service delivery
Create, maintain, and monitor metric reporting to support service improvement and Help Desk service delivery
Manage ticket queues and oversee Help Desk support
Assigns unassigned tickets to the correct personnel
Qualification
Required
12+ years of experience
Bachelor's Degree in Information Technology
Applicants must be able to obtain and maintain a Public Trust security clearance
Help Desk Management experience required
Proficient in ServiceNow and provide continual service improvement support by improving existing processes, establishing new processes, and leveraging ServiceNow workflows and templates to increase operational efficiency
Experience supporting federal clients
Must be able to obtain and maintain a Public Trust security clearance
12+ years of professional experience as a Help Desk manager supporting federal programs
Bachelor's degree in Information Technology or related field or equivalent professional experience
Will need to be able to be onsite in Alexandria, VA as needed; otherwise, the role is able to be performed remotely
Proficient in ServiceNow and provide continual service improvement support by improving existing processes, establishing new processes, and leveraging ServiceNow workflows and templates to increase operational efficiency
Experience managing ticket queues and overseeing help desk support across all tiers
Has demonstrated experience driving key performance metrics, meeting SLAs, managing workload across help desk teams, and delegating tasks accordingly
Customer service driven
Excellent written and verbal communication skills
Must be detail oriented
Company
Sparibis
Sparibis is a solutions and services firm that provides consulting solutions, cyber security engineering, and data management services.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase