help desk manager

MANTECH

<div><p><b>MANTECH </b>seeks a motivated, career and customer-oriented <b>Help Desk Manager</b> to join our team in the <b>DC, Maryland, and Virginia (DMV) area</b><b>.
</b></p><p></p><p>As a Help Desk Manager, this individual will lead the team providing essential technical assistance to government users, ensuring efficient resolution of IT issues within a Complex Enterprise IT Environment (including laptops, phones, AV, and servers). Their leadership is key to maintaining high service levels and enhancing the productivity of federal personnel through the application of ITSM frameworks and ITIL best practices. This individual manages and supervises the overall functioning of 24/7/365 Operations Support Center activities, directing staff in call center support, service desk support, and switchboard operations to drive a modern Shift Left strategy that prioritizes First Contact Resolution (FCR) and Tier 0 Self-Service adoption.</p><p></p><p><b>
Responsibilities include but are not limited to:</b></p><ul><li><p>
Oversee the daily operations of a <b>24/7/365 Operations Support Center</b>, supervising geographically dispersed Tier 1 staff to ensure the efficient delivery of desktop support and mission-essential services for government users in a multi-server environment, while simultaneously monitoring facilities and program data centers.</p></li><li><p>
Direct the operations of the VIP 'Gold Desk,' ensuring high-priority routing and 'White Glove' handling for Executives and mission-critical personnel.</p></li><li><p>
Manage the Automatic Call Distribution (ACD) system and IVR menus to optimize call routing and minimize abandonment rates.</p></li><li><p>
Manage help desk personnel, including hiring, training, performance evaluation, and scheduling.</p></li><li><p>
Develop and implement help desk policies, procedures, and service level agreements (SLAs) applying comprehensive knowledge of PC operating systems, knowledge of networking and electronic mail.</p></li><li><p>
Monitor helpdesk performance metrics and drive initiatives for continuous service improvement and customer satisfaction.</p></li><li><p>
Act as an escalation point for complex technical issues and ensure adherence to government security and compliance requirements.</p></li><li><p>
Works closely with the end-users to help resolve the most difficult trouble calls.</p></li><li><p>
Travels to a particular client site to help solve problems.</p></li></ul><p></p><p><b>
Minimum Qualifications:</b></p><ul><li><p>
BA/BS (Relevant Field) and 7+ experience managing a help desk or service desk team within a government contract environment.</p></li><li><p>
Proven ability to lead a &quot;Shift Left&quot; initiative by optimizing the Knowledge Management lifecycle. This includes identifying Tier 1 resolutions and proactively publishing high-quality content to the Tier 0 Self-Service Portal to optimize ticket deflection and reduce overall support volume.</p></li><li><p>
Expert-level oversight of the entire Knowledge Management lifecycle, including governance, auditing, and continuous improvement of internal and external knowledge bases.</p></li><li><p>
Ability to utilize Workforce Management (WFM) principles to analyze call arrival patterns and optimize agent scheduling, ensuring SLA compliance during surges and spikes.</p></li><li><p>
Proven track record fostering a Knowledge-Centered Service (KCS) culture, measuring performance on handle time and Knowledge Base development.</p></li><li><p>
Strong understanding of IT Service Management (ITSM) frameworks, particularly ITIL.</p></li><li><p>
Demonstrated experience using data analytics (e.g., Excel, PowerBI, ServiceNow dashboards) to identify trend anomalies and forecast staffing needs.</p></li><li><p>
Proficiency in managing enterprise-grade ITSM and Knowledge tools (e.g., ServiceNow, Salesforce, Zendesk, or Jira Service Management).</p></li></ul><p></p><p><b>
Preferred Qualifications:</b></p><ul><li><p>
HDI Support Center Manager (SCM) certification.</p></li><li><p>
 Experience in applying Agile or Scrum methodologies to Service Desk workflows</p></li><li><p>
ITIL Foundation certification.</p></li><li><p>
PMP Certification</p></li></ul><p></p><p><b>
Clearance Requirements:</b></p><ul><li><p>
Must be a U.S. citizen</p></li><li><p>
Must be able to obtain DHS EOD suitability</p></li><li><p>
An active EOD suitability is highly desired.</p></li></ul><p></p><p><b>
Physical Requirements:</b></p><ul><li><p>
The person in this position must be able to remain in a stationary position 50% of the time. Occasionally move about inside the office to access file cabinets, office machinery, or to communicate with co-workers, management, and customers, via email, phone, and or virtual communication, which may involve delivering presentations.</p></li></ul></div>

Help Desk Manager

Integral Federal

<div>Overview:
<div>
The Help Desk Manager supports TSA&rsquo;s Trusted Operations, Maintenance, Cybersecurity, Assurance, and Technology (TOMCAT) operational continuity, service excellence, security, and adaptive IT/OT Operations and Maintenance (O&amp;M) support.</div>
Responsibilities:
<ul><li>Plan and implement the appropriate IT capacity (Resource Capacity Management, Service Capacity Management, and Business Capacity Management) while helping ensure that information &amp; technology services achieve expected levels of performance.</li><li>Manage and mentor service desk staff, ensuring they are well-trained and equipped to handle inquiries and technical issues effectively.</li><li>Oversee the daily operation of the service desk including monitoring performance metrics and service level agreements (SLAs).</li><li>Act as the primary point of contact for escalated issues to ensure FLETC expectations are met and that the service desk provides a high level of support.</li><li>Responsible for identifying and implementing service improvement initiatives.</li><li>Coordinate with other IT sections to resolve issues and ensure that the service desk continually evolves to meet changing business needs.</li><li>Analyze performance data to identify trends and areas of improvement to provide regular reports to management on service desk performance.</li></ul>
Qualifications:
<div><b>
Required:</b></div><div></div><ul><li><br>
Bachelor's Degree with 10 years of experience in IT support</li><li>5 years of support as a Help Desk Manager</li><li>Knowledge of ServiceNow</li><li>ITIL v4 Certified</li><li>Secret Clearance</li></ul><div></div><div><b><br>
Preferred:</b></div><div></div><ul><li><br>
Experience in implementing ITIL-based methods of using industry-recognized Service Desk ticket management software.</li></ul>
Company Overview:
<div>
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.</div><div></div><div><br>
Integral is headquartered in McLean, VA and serves clients throughout the country.</div><div></div><div><br>
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!</div><div></div><div><br>
Our package also includes:</div><ul><li>Medical, Dental &amp; Vision Insurance</li><li>Flexible Spending Accounts</li><li>Short-Term and Long-Term Disability Insurance</li><li>Life Insurance</li><li>Paid Time Off &amp; Holidays</li><li>Earned Bonuses &amp; Awards</li><li>Professional Training Reimbursement</li><li>Employee Assistance Program</li></ul><div></div><div><br>
Equal Opportunity Employer/Protected Veteran/Disability</div></div>

Directions Credit Union

<div>
 Job Details
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  Description
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  Position Summary:
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 Responsible for tracking and maintaining help desk employees and ticketing system. Responsible for answering tickets and being a resource for employees. Oversees employees that assists with tickets. Analyzes Credit Union operational needs, researches new services and methodologies to improve operations, and makes recommendations. Serves as resource to managers on information technology issues. Oversees PC installation and maintenance. Directs the technical support to end users and ensures that users are served promptly.
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  Essential Duties And Responsibilities
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 The following statements are intended to describe the general nature and level of work being performed by this position. It is not intended to be an exhaustive list of duties, responsibilities and skills required of this position. Other duties may be assigned to meet business needs.
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   Assumes responsibility for the effective performance of Credit Union network administration and computer operations.
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   Assumes responsibility for the effective and efficient performance of PC installation and maintenance.
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   Effectively supervises Information Systems staff, ensuring optimal performance.
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   Assumes responsibility for establishing and maintaining effective and professional business relations with members
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   Assumes responsibility for maintaining effective business relations with business partners and outside vendors.
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   Assumes responsibility for establishing and maintaining effective relationships with Credit Union staff and management.
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   Assumes responsibility for related duties as required or assigned.
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   The employee is responsible for reading and shall strictly adhere to all policies, rules and regulations, and training that have been or that may hereafter be established by or applicable to Company for the conduct of its employees, and further, Employee shall strictly adhere to all the provisions of the Company&rsquo;s handbook(s).
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 Directions Credit Union is an Equal Opportunity Employer. We encourage applications from all qualified individuals regardless of race, color, national origin, gender, sexual orientation, age religion, disability, or any other characteristic protected under federal, state, or local law.
</div>


IT Help Desk Manager

Mistras Group, Inc.

<div><p>The IT Service Desk Manager is responsible for leading the daily operations of the organization's service desk. This role ensures the delivery of high-quality IT support services, manages a team of service desk analysts, and acts as the escalation point for complex or critical issues. The manager will also drive continuous improvement initiatives, monitor performance metrics, and align service delivery with business objectives.</p>
<p><b>
Major Responsibilities/Activities:</b></p>
<ul>
<li>Manage, coach, and trains service desk staff to ensure effective troubleshooting, solution delivery, and customer service.</li>
<li>Uses ITSM platforms (e.g., ServiceNow) to manage service lifecycles; ITIL-based service management practices to track SLAs, service availability, and business impact. Manage end-to-end service delivery, including incident, request, change, and knowledge management.</li>
<li>Serve as the primary escalation point for severe or unique technical issues.</li>
<li>Define and track service metrics (e.g., resolution time, customer satisfaction) to identify trends, root cause and areas for improvement.</li>
<li>Develop and refine workflows, escalation rules, and service request classification schemes. Utilize new technologies such as AI to automate processes.</li>
<li>Work closely with infrastructure, cybersecurity, and application teams to ensure seamless IT service delivery.</li>
<li>Ensure adherence to IT policies, including incident management, change control, and access governance.</li>
<li>Bachelor&rsquo;s degree in information technology, Computer Science, or related field (or equivalent experience).</li>
<li>Minimum 5 years of experience in IT support, with at least 3 years in a supervisory or managerial role.</li>
<li>Strong knowledge of help desk software, ITSM frameworks (e.g., ITIL), and performance metrics.</li>
<li>Excellent communication, leadership, and problem-solving skills.</li>
</ul>
<p>Minimum Requirements:</p>
<ul>
<li>ITIL, HDI, or similar service management certifications. ( preferred)</li>
<li>Technical Troubleshooting</li>
<li>Escalation Management</li>
<li>End-User Training</li>
<li>Upgrades &amp; Patch Management</li>
<li>ServiceNow or similar ITSM platforms</li>
<li>Familiarity with cybersecurity protocols and identity access management tools (e.g., SailPoint)</li></ul></div>

IT Service Desk Manager

Reliant Rehabilitation

<div>Overview:
<div>
Summary: The IT Service Desk Manager is responsible for managing Reliant Rehabilitation&rsquo;s technical support team and overseeing the delivery of IT support services to both field-based and corporate office Team Members. This role ensures service requests and incidents are handled efficiently and professionally through the support portal, email, and voicemail channels. The IT Service Desk Manager provides hands-on leadership and direct technical support when needed, ensuring quality service delivery, proper ticket handling, and thorough documentation. This role also serves as an escalation point for complex or urgent issues. The position requires a balance of management capabilities and technical expertise to ensure the IT support team consistently meets service expectations and business needs.</div>
Responsibilities:
<div>
The essential duties and responsibilities include, but are not limited to, the following:</div><div></div><ul><li><br>
Manage and lead the IT Service Desk team, providing day-to-day oversight, coaching, and performance management</li><li>Ensure service requests and incidents are prioritized, assigned, and resolved in accordance with established SLAs</li><li>Monitor ticket queues to ensure timely responses, accurate documentation, and proper resolution of issues</li><li>Provide direct technical support for escalated, high-priority, or complex incidents as needed</li><li>Serve as the primary escalation point for unresolved service desk issues and urgent incidents</li><li>Coordinate, manage, and hold external IT support vendors accountable to service expectations and SLAs</li><li>Maintain high-quality ticket documentation and knowledge base articles</li><li>Develop, implement, and maintain service desk processes, procedures, and standards</li><li>Collaborate with other IT teams and business stakeholders to resolve cross-functional issues</li><li>Analyze service desk metrics and reports to identify trends, improve performance, and enhance service delivery</li><li>Support onboarding and on-going training of new service desk staff, ensuring technical and customer service standards are met</li><li>Communicate service outages, updates, and resolutions effectively to end users and leadership</li><li>Ensure customer satisfaction by promoting a service-oriented mindset within the IT support team</li><li>Assist with IT projects and initiatives as assigned</li><li>Must conduct self in an ethical, legal and responsible manner at all times</li><li>Attends all mandatory meetings, trainings, and assignments as delegated</li><li>Perform other duties and responsibilities as assigned</li><li>Must adhere to the policies, principles, and guidance within the Employee Handbook and Code of Business Conduct</li></ul>
Qualifications:
<div>
Qualifications and Skills:</div><div></div><ul><li><br>
2-year associate degree, Technical Certifications, or equivalent Experience. (4-year degree preferred)</li><li>2+ years&rsquo; experience managing an IT Service Desk or technical support team</li><li>Proven experience managing ticket queues, escalations, and service-level agreements (SLAs)</li><li>Hands-on technical experience supporting end-user systems, applications, and hardware</li><li>Ability to provide technical leadership and act as an escalation point for complex or urgent issues</li><li>Ability to manage multiple priorities in a fast-paced environment</li><li>Strong customer service orientation with attention to detail</li><li>Strong written and verbal communication skills</li></ul></div>

Pharmpix

<div><p><b>POSITION SUMMARY</b></p><p>
Pharmacy Help desk Call Center Supervisor reports to the Operations Manager and is responsible for the supervision of the complete functions of the Pharmacy Help desk Call Center. Provide support to the Operations Manager in the reports performance and monitoring the compliance of area metrics.</p><p><b>
ROLES AND RESPONSIBILITIES</b></p><ul><li>
Monitoring of all calls including incoming and outbound calls.</li><li>
Running daily, monthly and quarterly reports to evaluate Pharmacy Help desk Call Center performance.</li><li>
Assures appropriate coverage of Pharmacy Help desk Call Center calls during normal operation hours or as requested, to achieve the metrics and standards set by PharmPix.<ul><li>
Responsibility to recruit/interview and hire Pharmacy Help desk Call Center representatives&rsquo; personnel.</li><li>
Coordinate and monitor the service workflow to balance and meet call center expectations.</li><li>
Prioritize work assignments&rsquo; and build back-up plans to support goals.</li><li>
Help Pharmacy Help desk Call Center representatives in the setting and meeting of daily workload goals.</li></ul></li><li>
Monitor the quality of phone calls handled by the Pharmacy Help desk Call Center representatives.<ul><li>
Ensures calls are handled professionally.</li><li>
Provide direction and guidance to ensure consistent achievement of key performance metrics.</li><li>
Develop and maintain a back-up program to provide coverage during absences.</li><li>
Spontaneous monitoring of Pharmacy Help desk Call Center representatives with identified issues.</li></ul></li><li>
Handle pharmacy services issues that are escalated or complex in nature.</li><li>
Provide to the Operations Manager with performance management, goal setting, coaching and training and development of the Pharmacy Help desk Call Center representatives.</li><li>
Conduct coaching sessions as necessary.</li><li>
Build action plans to support any identified performance issue.</li><li>
Identify, document and manage attendance and performance issues. Responsible for the follow up on each issue.</li><li>
Set the standard for the team behavior by acting as a role model and mentor.</li><li>
Conduct monthly meetings with the Pharmacy Help desk Call Center representatives to review department goals, service measures, performance, PharmPix changes, updates and clients or pharmacies issues.</li><li>
Provide and complete reports, as requested by the Operations Manager.</li><li>
Collaborate in the development, review and implementation of policies and procedures to meet company goals.</li><li>
Responsible for promoting a team environment among personnel and management.</li><li>
Assist in coordinating resolution of solutions with pharmacies, members or clients as outlined in policies and procedures.</li><li>
Responsible for the supervision and tracking of daily Pharmacy Help desk Call Center operational process and procedures and assures the improving of quality and efficiency of the department.</li><li>
Monitor daily and assign to the Pharmacy Help desk Call Center Team Leader to schedule the alerts in BACMAN Alert Application to ensure proper management of rejections at point of sale.</li><li>
Monitor and assign to the Pharmacy Help desk Call Center Team Leader to perform the schedule for alerts such as DURs (Drug Utilization Reviews), HMO (Health Maintenance Organization) among other rejections evaluations required by business.</li><li>
Special projects and other duties assigned by the Operations Manager.</li><li>
Supports all Quality Management Program initiatives.</li><li>
Other projects and duties assigned by the Operations Manager.</li></ul><p><b>
TRAINING &amp; EDUCATION</b></p><ul><li>
Bachelor&rsquo;s degree in business or healthcare related field.</li><li>
Pharmacy Technician associate or Technical degree.</li></ul><p><b>
LICENSURE / CERTIFICATION</b></p><ul><li>
Puerto Rico Board of Pharmacy Technician Certification (preferred).</li></ul><p><b>
PROFESSIONAL EXPERIENCE</b></p><ul><li>
2-3 years&rsquo; experience in PBM, retail or Health Plan related setting.</li></ul><p><b>
PROFESSIONAL COMPETENCIES</b></p><p><b>
Knowledge:</b></p><ul><li>
Knowledge in handling calls in a Pharmacy Help desk Call Center.</li><li>
Knowledge in Microsoft Office (Excel, Word, Power Point).</li><li>
Knowledge of procedures in a PBM environment.</li><li>
Knowledge in Performance Guarantees (PGs) from customers (example MCS)</li><li>
Fully bilingual English and Spanish.</li></ul><p><b>
Skills:</b></p><ul><li>
Ability to read and interpret documents, write reports and correspondence.</li><li>
Skill in analyzing situations accurately and taking effective action.</li><li>
Speak effectively before groups of PharmPix clients.</li><li>
Demonstrated effective organizational, interpersonal and communications skills.</li><li>
Strong verbal and written communications skills.</li><li>
Customer Service Leadership skills: practicing, valuing, and support service to both internal department and external clients.</li><li>
Time Management Skills: Establishing priorities and accomplishing tasks in a timely manner.</li><li>
PC skill (Microsoft System)/System oriented.</li></ul><p><b>
Abilities:</b></p><ul><li>
Ability to work independently and with minimal supervision, demonstrating initiative and problem-solving skills.</li><li>
Ability to handle sensitive or confidential information is critical.</li><li>
Customer Service Leadership skills: practicing, valuing, and support service to both internal department and external clients.</li><li>
Able to effectively interact with internal departments, PharmPix clients, members and other healthcare professionals. &bull; Ability to read and interpret documents, write reports and correspondence.</li><li>
Team work: ability to work in a team environment.</li></ul><div><b>
PHYSICAL AND MENTAL DEMANDS</b></div><div><ul><li>
The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. While performing the duties of this job, the employee is regularly required to talk or hear, sit, stand, and walk.</li><li>
The position requires that the weight be lifted, and force is exerted up to 50 pounds.</li><li>
Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.</li></ul></div><div><b>
ENVIRONMENTAL AND WORKING CONDITIONS</b></div><div><ul><li>
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines. Require evening or weekend work.</li></ul></div><p><b>
PharmPix is an Equal Employment Opportunity Employer Minorities / Females / Disable / Veterans</b></p></div>

Pharmacy Help Desk Call Center Supervisor

Meridian Laboratory Corp.

<p><b>&lt;Company Overview&gt;</b><br/>Meridian Laboratory Corp. is a leading diagnostic laboratory dedicated to delivering accurate, high-quality testing services with a focus on timely results. Established in 2002, we specialize in comprehensive laboratory solutions, interfacing capabilities with healthcare systems, and providing exceptional client support to ensure optimal patient care.</p><p><b>&lt;Job Summary&gt;</b><br/>We are seeking a dynamic and detail-oriented IT Help Desk and Account Management professional to join our team. The ideal candidate will possess strong technical expertise combined with excellent communication skills. In this role, you will serve as the primary point of contact for client IT needs, manage account relationships, and support the seamless integration of laboratory systems with healthcare providers&rsquo; electronic medical records (EMR). Your proactive approach will help enhance client satisfaction, drive business growth, and ensure efficient technical support.</p><p><b>&lt;Duties&gt;</b></p><p>Key duties include training users, documenting and resolving system issues, validating LIS and instrument performance, providing help desk support, and working with IT teams on system maintenance and connectivity. This position will also be responsible for Account Management to include but not limited to new client training, new client checklist, daily client issues, and client updates. This position will require limited travel to visit clients when necessary.</p><p><b>&lt;Qualifications&gt;</b></p><ul><li>2+ years LIS experience in a medical laboratory clinical setting</li><li>Bachelor&rsquo;s or Associates degree preferred (experience considered in place of degree)</li><li>Clinical and LIS experience (Harvest and Copia preferred)</li><li>HL7 interface experience a plus</li><li>Strong technical, IT, analytical, and communication skills</li><li>Experience with system troubleshooting, security, and networking</li><li>Familiarity with HIPAA regulations</li><li>Ability to work independently and in a team environment</li></ul><p>Pay: $17.00 - $20.00 per hour</p><p>Benefits:</p><ul><li>401(k)</li><li>Dental insurance</li><li>Health insurance</li><li>Paid time off</li><li>Vision insurance</li></ul><p>Work Location: In person</p>

IT Help Desk/Account Management

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