Help Desk Manager

Iron Bow Technologies is for people who believe trust is paramount, transformation is embraced, and the future is here, because "What we do matters !"

We are a next generation solutions provider, delivering mission success across government, healthcare, and commercial industries. Iron Bow relies on our passionate people , long standing partnerships , and strategic thinking to solve your most critical challenges.

Whether we team with clients, colleagues, or partners, we put each other first. It's The Iron Bow Way.

THE HIGH LEVEL

The selected candidate will act as the Manager for the EEOC help desk team and will be responsible for ensuring the team provides both remote and deskside end user support of EEOC applications and hardware. They will be the primary POC to the EEOC leadership (the Contracting Officer's Representative (COR)) daily for issues and tasks for the team.

DOES THIS SOUND LIKE YOU

You are self-motivated and driven to grow in the IT Support space
You are results-oriented and understand the importance of IT as it relates to your customers. You are driven to achieve program initiatives within dynamic customer environments
You love people and are passionate about customer service
You have management experience to lead a team of IT professionals in the Federal space
WHAT YOU'LL BE DOING The manager is responsible for assigning Helpdesk tickets, reporting, quality assurance, and metrics gathering using the various reporting tools including ZenDesk and Service Now.
Extended research, problem solving and documentation of issues with EEOC application or service
Supporting responses to special requests by EEOC executive level management.
Manage scheduling and leave/PTO requests from teammates to ensure the EEOC customer need is met and the Iron Bow PTO policies are followed.
Oversee Helpdesk Team's actions providing initial triage and proper routing for all enterprise level applications.
Be familiar (for oversight, guidance and training for the team) regarding basic Helpdesk functions such as password resets and network diagnostics using Active Directory, Quick Assist and similar tools, basic network diagnostics such as Ping, Trace, etc.
Mentor Helpdesk teammates
Reward the team using various methods and tools such as Quarterly/Annual awards, annual performance-based evaluations/awards, and appreciation tools such as Espresa to reward positive behavior.
Work with Iron Bow HR and various HR tools for counseling and correcting work-related deficiencies formally with verbal and written counseling as well as processes such as Performance Improvement plans (PIP).
Provide customer support at initial point of entry to OIT Helpdesk to include: Recording and validating customer information such as customer name, department, a point of contact (POC), phone number, e-mail address, etc.
Provide guidance to the helpdesk team in assigning all problem tickets and work orders by application and guidance provided by Help Desk Manager, and as outlined in the OIT Help Desk SOP
Ensure team properly handles/escalates routine calls on how to navigate EEOC applications, install printers, etc.
Ensure team properly provides complete documentation and initial analysis to tickets
Ensuring the EEOC Knowledge Base is up to date for reference by the team regarding new or recurring issues.
Perform quality control audits/feedback to the team regarding tickets to ensure all actions taken are properly recorded until resolved or escalated.
WHAT YOU BRING TO THE TABLE Candidates need ten (10) years of IT helpdesk experience to be considered
Experience managing an IT Helpdesk
Knowledge of common IT applications and services, network services, computer and communications systems, and associated protocols and industry standards and Federal information security and device configuration standards.
Experience working with the Systems Development Life Cycle (SDLC) and Capability Maturity Model Integration (CMMI) methodologies
Experience working with Microsoft 365 Cloud services /Office 365, Azure AD, Microsoft Teams, iPrint, Quick Assist is required
Must possess 1 of the following - CompTIA Security+, Network+ or A+ certifications (OR willing/able to obtain within 6 months of hire)
Candidates must possess or be willing to obtain a Microsoft Azure Fundamentals certification
Knowledge of Zendesk is preferred
A bachelor's degree in the IT field is highly desired
Excellent written and verbal communication skills with strong attention to detail
Candidates must be able to obtain a Public Trust level clearance - US Citizenship required
WHY YOU'LL LOVE IT! In this position the candidate will be instrumental in driving and implementing top-tier IT support. In doing so the candidate will develop, learn and gain experience in many important areas of IT
You will lead a team in a partnership with a client which Iron Bow has an excellent, long-standing relationship with
Iron Bow is rapidly growing and with growth comes opportunity for all. There is palpable energy and momentum across the company

OUR EQUAL OPPORTUNITY EMPLOYER COMMITMENT

Iron Bow Technologies is an Equal Opportunity Employer and is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Iron Bow are based on relevant business considerations, such as operational needs, job requirements and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity and/or gender expression, pregnancy, national origin, age, disability, status as a protected veteran or any other characteristic prohibited by law. Iron Bow will not tolerate discrimination or harassment based on any of these characteristics.