manager helpdesk

MANTECH

<div>MANTECH seeks a motivated, career and customer-oriented Help Desk Manager to join our team in the DC, Maryland, and Virginia (DMV) area.
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.
Responsibilities include but are not limited to:<ul><li>
Oversee the daily operations of a 24/7/365 Operations Support Center, 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.</li><li>
Direct the operations of the VIP 'Gold Desk,' ensuring high-priority routing and 'White Glove' handling for Executives and mission-critical personnel.</li><li>
Manage the Automatic Call Distribution (ACD) system and IVR menus to optimize call routing and minimize abandonment rates.</li><li>
Manage help desk personnel, including hiring, training, performance evaluation, and scheduling.</li><li>
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.</li><li>
Monitor helpdesk performance metrics and drive initiatives for continuous service improvement and customer satisfaction.</li><li>
Act as an escalation point for complex technical issues and ensure adherence to government security and compliance requirements.</li><li>
Works closely with the end-users to help resolve the most difficult trouble calls.</li><li>
Travels to a particular client site to help solve problems.</li></ul>
Minimum Qualifications:<ul><li>
BA/BS (Relevant Field) and 7+ experience managing a help desk or service desk team within a government contract environment.</li><li>
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.</li><li>
Expert-level oversight of the entire Knowledge Management lifecycle, including governance, auditing, and continuous improvement of internal and external knowledge bases.</li><li>
Ability to utilize Workforce Management (WFM) principles to analyze call arrival patterns and optimize agent scheduling, ensuring SLA compliance during surges and spikes.</li><li>
Proven track record fostering a Knowledge-Centered Service (KCS) culture, measuring performance on handle time and Knowledge Base development.</li><li>
Strong understanding of IT Service Management (ITSM) frameworks, particularly ITIL.</li><li>
Demonstrated experience using data analytics (e.g., Excel, PowerBI, ServiceNow dashboards) to identify trend anomalies and forecast staffing needs.</li><li>
Proficiency in managing enterprise-grade ITSM and Knowledge tools (e.g., ServiceNow, Salesforce, Zendesk, or Jira Service Management).</li></ul>
Preferred Qualifications:<ul><li>
HDI Support Center Manager (SCM) certification.</li><li>
 Experience in applying Agile or Scrum methodologies to Service Desk workflows</li><li>
ITIL Foundation certification.</li><li>
PMP Certification</li></ul>
Clearance Requirements:<ul><li>
Must be a U.S. citizen</li><li>
Must be able to obtain DHS EOD suitability</li><li>
An active EOD suitability is highly desired.</li></ul>
Physical Requirements:<ul><li>
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.</li></ul></div>

Help Desk Manager

Magellan Financial & Insurance Services, Inc.

<div>
 
 
 
 IT Helpdesk I - Your Gateway to an Unstoppable Tech Career
 
 
 
 
 
 
 
 Topeka, Kansas | Full-Time
 
 
 
 
 
 
 Are you the person friends and family call when their computer won't start? The one who secretly enjoys the puzzle of troubleshooting tech problems? Ready to turn your natural tech curiosity into a career that pays you to learn cutting-edge technologies daily? Stop scrolling past another "entry-level" job that offers zero growth. This isn't that.
 
 
 
 
 
 
 
 You're More Than Just "Help Desk" Material
 
 
 
 
 
 
 You're about to join the technology backbone of one of America's fastest-growing wealth management firms. While others see you as just another IT ticket, we see you as the future Systems Administrator, Network Engineer, or Cloud Specialist you're destined to become.
 
 
 
 
 
 
 
 Magellan Financial
 
 &nbsp;isn't your typical financial firm. We're the disruptive force behind 500+ advisory practices nationwide, powered by our "More. Better. Different." philosophy. Our technology team doesn't just fix problems &ndash; we architect the digital infrastructure that helps financial advisors transform lives and build generational wealth for thousands of families.
 
 
 
 
 
 
 
 What Makes This Opportunity Impossible to Ignore
 
 
 
 <ul>
 <li>
 
 
 
 Real Growth, Not Empty Promises:
 
 &nbsp;Clear advancement paths to Network Engineer, Systems Administrator, or Cloud Operations Specialist based on your interests and aptitude. We promote from within because we invest in potential, not just experience.
 
 
 </li>
 <li>
 
 
 
 Technology That Matters:
 
 &nbsp;You'll work with Azure, AWS, advanced cybersecurity frameworks, and automation platforms that most entry-level roles never touch. Every problem you solve directly impacts the financial futures of real families.
 
 
 </li>
 <li>
 
 
 
 Learn While You Earn:
 
 &nbsp;Structured training opportunities, certification support, and mentorship from senior engineers who remember what it was like to be hungry for knowledge and opportunity.
 
 
 
 </li>
 </ul>
 
 
 
 Your Mission (Should You Choose to Accept It)
 
 
 
 <ul>
 <li>
 
 
 
 Solve Real Problems:
 
 &nbsp;Be the hero who gets someone's critical work system back online in minutes, not hours
 
 
 </li>
 <li>
 
 
 
 Build and Deploy:
 
 &nbsp;Image new PCs, upgrade hardware, and deploy workstations that power million-dollar advisory practices
 
 
 </li>
 <li>
 
 
 
 Master the Infrastructure:
 
 &nbsp;Rack servers, manage networking equipment, and get hands-on with enterprise-level technology
 
 
 </li>
 <li>
 
 
 
 Grow Your Skills:
 
 &nbsp;Support Azure AD projects, pilot automation scripts, and gain exposure to cloud technologies that define the future of IT
 
 
 
 </li>
 </ul>
 
 
 
 We're Looking for Someone Who
 
 
 
 <ul>
 <li>
 
 
 
 Naturally gravitates toward technology
 
 &nbsp;&ndash; You built your PC, set up your home network, or can't help but troubleshoot your neighbor's Wi-Fi issues
 
 
 </li>
 <li>
 
 
 
 Thrives on solving puzzles
 
 &nbsp;&ndash; You don't just want to know how to fix something; you want to understand why it broke in the first place
 
 
 </li>
 <li>
 
 
 
 Communicates with patience
 
 &nbsp;&ndash; You can explain technical concepts to non-technical people without making them feel foolish
 
 
 </li>
 <li>
 
 
 
 Craves continuous learning
 
 &nbsp;&ndash; You're the type who watches YouTube tutorials about networking protocols for fun
 
 
 </li>
 <li>
 
 
 
 What We Bring to Your Career
 
 
 
 </li>
 <li>
 
 
 
 Competitive compensation:
 
 &nbsp;$38,000 - $55,000 annually (we fit the package to the right person, not the other way around)
 
 
 </li>
 <li>
 
 
 
 Performance bonuses:
 
 &nbsp;Quarterly bonuses based on company profitability and your contributions
 
 
 
 </li>
 </ul>
 
 
 
 Benefits that actually benefit you:
 
 
 
 <ul>
 <li>
 
 
 401(k) with 100% company match up to 6% (immediate vesting)
 
 
 </li>
 <li>
 
 
 Company-subsidized medical, dental, vision, life, and AD&amp;D insurance
 
 
 </li>
 <li>
 
 
 15 days PTO starting (growing to 25 by year five)
 
 
 </li>
 <li>
 
 
 10 paid holidays plus a bonus birthday PTO day
 
 
 </li>
 <li>
 
 
 Professional development and certification support
 
 
 
 </li>
 </ul>
 
 
 
 The Real Question
 
 
 
 
 
 
 Six months from now, do you want to be still wondering "what if" about your tech career, or do you want to be the person who took the leap and landed in a role where your curiosity is rewarded, your growth is accelerated, and your work actually matters?
 
 
 
 
 
 
 
 This opportunity won't wait.
 
 &nbsp;Companies like Magellan Financial &ndash; investing in people and technology at this level &ndash; don't post jobs like this often. Apply now&nbsp;and discover why our team members consistently say this is the best career decision they have&nbsp;ever made.
 
 
 
 
 &nbsp;
</div>

IT Helpdesk I

Second Harvest of Silicon Valley

<div>About Second Harvest of Silicon Valley
Founded in 1974, Second Harvest of Silicon Valley is one of the largest food banks in the nation and a trusted nonprofit leader in ending local hunger. The organization distributes nutritious groceries through a network of nearly 400 partners at drive-thru and walk-up sites across Santa Clara and San Mateo counties. Due to the prohibitively expensive cost of living in Silicon Valley, the economic downturn caused by the COVID-19 pandemic, and the rise in inflation, Second Harvest is now serving an average of about 500,000 people every month. Second Harvest also connects people to federal nutrition programs and other food resources, and advocates for anti-hunger policies on the local, state, and national levels. To learn more about how Second Harvest is responding to the incredible amount of need in Silicon Valley, visit shfb.org.
About the Position
The IT Helpdesk Technician II is primarily responsible for supporting end users. As the main point of contact for IT support, the Technician must be able to communicate and interact with both technical and non-technical staff and volunteers throughout the organization. Working closely with other IT Staff to manage our helpdesk ticketing system, this position will provide onsite and remote troubleshooting, maintaining the PC environment by deploying appropriate upgrades, patches, and updates as necessary. The IT Helpdesk Technician II analyzes, prioritizes, resolves or escalates technical issues in a timely manner through the effective use of available resources.
This job might be for you if:<ul><li>
You are passionate about ending hunger</li><li>
You have proven experience with supporting technology in the workplace in addition to outstanding communication skills</li><li>
You take a logical approach to problem solving due to your strong analytical skills</li><li>
You enjoy working with people, demonstrating excellent service skills while you provide technical support</li><li>
You have a positive, service-oriented personality</li><li>
You possess strong organizational and time-management skills</li><li>
You are results oriented, self-motivated, professional, and a reliable team player</li><li>
You enjoy working in a dynamic environment, with a demonstrated ability to work on multiple projects/issues at once</li><li>
You are proactive and resourceful</li><li>
You are able to understand, adapt to, and build upon the work of others</li></ul>
Responsibilities<ul><li>
Monitor Zendesk helpdesk ticketing queue and provide resolution for requests</li><li>
Onboard new users via IT in person orientation and offboard users via EDS system</li><li>
Update and deploy Microsoft Intune image for laptops, desktops, and tablets</li><li>
Troubleshooting Windows operating systems in both network domain and Azure environment</li><li>
Set up MFA and SSO for users via Microsoft Authenticator or YubiKey security fob</li><li>
Maintain 8x8 VOIP phone system user add/delete/access permission</li><li>
Maintain Zoom Rooms and provide AV support for All Staff and Board meetings</li><li>
Troubleshoot approved applications, laptop/desktop/tablet/phone, printers, network and VPN issues</li><li>
Troubleshoot anti-malware and security software (Cisco Umbrella, Sentinel 1, Malwarebytes) issues</li><li>
Provide remote support to employees in the field, at home, and other office locations</li><li>
Provide training to end users on the new acquired software and hardware technology</li></ul>
Qualifications:<ul><li>
Minimum of 5+ years hands-on IT Helpdesk experience configuring, troubleshooting, and repairing end user devices
</li><li>Strong working knowledge of cloud technologies (Azure and Active Directory)</li><li>
Strong experience in networking protocol, Ethernet, TCP/IP, DNS, DHCP and Unified Communication (8x8)</li><li>
Excellent knowledge of Microsoft Office suites O365</li><li>
Strong customer service and communication skills, with the ability to effectively communicate with both technical &amp; non-technical peers. Strong team player.
</li><li>Excellent problem-solving skills and self-directed, requiring minimal daily supervision</li><li>
Effective interpersonal communication skills for establishing and maintaining effective working relationships with peers and staff at all levels</li><li>
Ability to lift 25 lbs</li><li>
Perform other duties as assigned by the Senior Manager of Information Technology or Director of Information Technology.</li></ul>
<div><div>Reports To 
Senior Manager of Information Technology 
</div> 
<div>Location<div> 
Second Harvest of Silicon Valley, Curtner, Cypress and Bing Center
This is an onsite position. 
</div></div> 
<div>Hours 
Full-Time. Non-Exempt. 40 hours/week, with some evening and weekend work as necessary.</div><div> 
Compensation 
$34.85 - $41.00 is the wage range for this position. The hourly wage offer will be commensurate with skills and experience. Outstanding and generous health benefits program, 4-5 weeks of Flexible Time Off (vacation and sick), eleven paid holidays, and retirement plan.</div> 
</div>
EOE
Second Harvest is committed to being an equal opportunity employer which values diversity. Under-represented groups are encouraged to apply for all positions.</div>

IT Helpdesk Technician II

Sutherland

<div>Company Description 
Sutherland is an experience-led digital transformation company that can help your business achieve non-linear growth by delivering exceptionally engineered experiences for your (very human) customers and employees. We do this by combining human-centered design with the scale and accuracy of real-time analytics, AI, cognitive technology and automation.
We work with businesses across a broad range of industries, including Banking &amp; Financial Services, Insurance, Healthcare, Retail, Telecommunications, Media &amp; Entertainment, Technology, Travel &amp; Hospitality, and Logistics. 
Job Description 
Sutherland is seeking a reliable and detail-oriented person to join us as an IT Specialist/Help Desk professional. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!
Duties and responsibilities:<ul><li>
Provide helpdesk support and resolve problems to the end user&rsquo;s satisfaction.</li><li>
Monitor service desk for tickets assigned to the queue and process first-in first-out based on priority.</li><li>
Modify configurations, utilities, software default settings, etc. for the local workstation.</li><li>
Utilize and maintain the helpdesk tracking software.</li><li>
Document internal procedures.</li><li>
Install and configure new workstations/laptops, peripheral equipment and software.</li><li>
Maintain inventory of all equipment.</li><li>
Report issues to direct manager for escalation.</li><li>
Manage PC setup and deployment for new employees using standard hardware, images and software.</li><li>
Assign users and computers to proper groups in active directory.</li><li>
Perform timely workstation hardware and software upgrades as required.</li><li>
Maintain information systems knowledge base,</li><li>
Support users on standard office system applications.</li><li>
Handle supplier&rsquo;s communications for functional and/or technical support with regards to purchased software and hardware.</li><li>
Handel infrastructure, network cabling repairs, data center maintains requests</li><li>
Manage system users (access rights, permissions).</li><li>
Support a group of services (McAfee Antivirus, SCCM, WDS, etc).</li><li>
Handle the responsibility for all IT assets check inventory and Scan the assets.</li><li>
Manage all printers.</li><li>
Handle the responsibility for hardware issues on site (Laptops, Desktops, and Printers).</li></ul> 
Qualifications 
Education:
Bachelor&rsquo;s Degree in Communications &amp; Electronics Engineering, Computer Science, Information Systems, or related field.
Experience:<ul><li>
5 years hands-on experience in as a Helpdesk Department .</li><li>
2 years hands-on experience in as a Senior Engineer Helpdesk Department (w/in a corporate infrastructure is preferred)</li></ul>
Language Skills:
Strong verbal and written English required
Must have a deep understanding/strong knowledge of the following:<ul><li>
PC/Laptop hardware and software troubleshooting, diagnosis and repair</li><li>
Networking CCNA N+ is preferable</li><li>
OS MCITP Windows 10 and MCITIP infrastructure is preferable</li><li>
McAfee - end point compliance &amp; EPO server</li><li>
Sentinel One - end point compliance &amp; policy server</li><li>
SCCM end point compliance &amp; SCCM server console</li><li>
Onprem versus Outlook 365 client configuration</li></ul>
Interpersonal Skills:<ul><li>
Effective negotiation &amp; communication</li><li>
Effective problem solving &amp; analysis</li><li>
Effective follow up &amp; coordination</li></ul> 

Additional Information 
Must be able to work onsite.</div>

GTI Lead | Help Desk | Smouha | Onsite

HandLE

<div>
 
 Facilities Support Coordinator is responsible for managing CAFM and general helpdesk activities by receiving, recording, and coordinating service requests and inquiries. The role ensures efficient communication, accurate documentation, timely follow-up, and service level compliance
 
 
 to support smooth facility and operational services across offices and project sites.
 
 
 
 
 
 Helpdesk &amp; CAFM Operations:
 
 <ul>
 <li>
 Receive, log, and register all service requests, complaints, and inquiries through CAFM and helpdesk systems.
 </li>
 <li>
 Ensure accurate categorization, prioritization, and assignment of tickets.
 </li>
 <li>
 Track requests from initiation to closure, ensuring timely resolution.
 </li>
 </ul>
 
 Coordination &amp; Communication
 
 <ul>
 <li>
 Act as the main point of contact between end users, internal departments, and external contractors.
 </li>
 <li>
 Coordinate service delivery with hard and soft service teams.
 </li>
 <li>
 Provide clear and timely updates to requestors on status and resolution progress.
 </li>
 </ul>
 
 Monitoring &amp; Follow-Up
 
 <ul>
 <li>
 Monitor open tickets and ensure escalation of delayed or critical requests.
 </li>
 <li>
 Follow up with technicians, vendors, and service providers to meet SLAs.
 </li>
 <li>
 Support issue resolution by ensuring all required information is properly documented.
 </li>
 </ul>
 
 Reporting &amp; Documentation
 
 <ul>
 <li>
 Maintain accurate and up-to-date records within CAFM and helpdesk systems.
 </li>
 <li>
 Generate periodic reports on requests, response times, closures, and performance indicators.
 </li>
 <li>
 Support management with operational data and service performance insights.
 </li>
 </ul>
 
 
 
 
 Compliance &amp; Quality Control
 
 <ul>
 <li>
 Ensure adherence to service level agreements and internal operational procedures.
 </li>
 <li>
 Support continuous improvement of helpdesk and CAFM processes.
 </li>
 <li>
 Maintain professionalism, confidentiality, and service-oriented conduct at all times.
 </li>
 </ul>
 
 
 
 
 Qualifications/Requirements
 
 
 
 
 <ul>
 <li>
 Diploma or Bachelor&rsquo;s degree in Administration, Facilities Management, or a related field.
 </li>
 </ul>
 
 Fluency in Arabic and English, with strong verbal and written communication skills.
 
 
 
 
 
 Experience:
 
 <ul>
 <li>
 3 years of experience of CAFM systems and general helpdesk operations is preferred.
 </li>
 <li>
 Experience in CAFM and/or helpdesk operations.
 </li>
 <li>
 Ability to receive, record, and track service requests and complaints.
 </li>
 <li>
 Strong communication skills (phone, email, system-based platforms).
 </li>
 <li>
 Effective coordination with internal teams and external contractors.
 </li>
 <li>
 Strong follow-up, reporting, and documentation capabilities.
 </li>
 <li>
 Basic computer proficiency (MS Office, email, ticketing/helpdesk systems).
 </li>
 <li>
 Ability to manage multiple requests and work under pressure
 </li>
 </ul>
 
 
</div>

Facilities Support Coordinator

WorkForce

Job Title: Helpdesk Operator (Arabic &amp; English)Job Summary: Provide first-level support to users by handling inquiries, logging issues, and ensuring timely resolution while delivering excellent customer service in Arabic and English.Key Responsibilities:<ul><li>Respond to user requests via phone, email, or helpdesk system.</li><li>Communicate effectively in Arabic and English.</li><li>Log and track incidents in the ticketing system.</li><li>Perform basic troubleshooting and resolve common issues.</li><li>Escalate complex problems to the appropriate team.</li><li>Follow up with users to ensure issue resolution.</li></ul>Requirements:<ul><li>Fluency in Arabic and English (spoken and written).</li><li>1&ndash;2 years of experience in customer service,helpdesk, or IT support.</li><li>Basic IT troubleshooting skills and familiarity with ticketing systems.</li><li>Good communication and problem-solving skills.</li></ul>Job Types: Full-time, Contract

Helpdesk Operator

Era Projects

Job Summary: We are looking for an IT Helpdesk Technician who is locally available in Bahrain and can join immediately. The ideal candidate should have hands-on experience in IT support, PBX systems, and CCTV systems. The role involves providing technical assistance, troubleshooting hardware and software issues, and ensuring smooth operation of IT and security systems.Key Responsibilities:<ul><li>Respond to and resolve IT support requests from users, including hardware, software, and network issues</li><li>Provide first-level support for PBX systems, CCTV systems, and IT infrastructure</li><li>Assist with installation, configuration, and maintenance of PBX and CCTV systems</li><li>Monitor IT systems and networks to ensure uptime and performance</li><li>Maintain detailed records of incidents, service requests, and resolutions in the helpdesk system</li><li>Escalate complex technical issues to senior IT staff or vendors when necessary</li><li>Assist with routine system maintenance, backups, and updates</li><li>Provide on-site or remote technical support as required</li></ul>Requirements:<ul><li>Previous experience in IT support, helpdesk, or technical support role</li><li>Knowledge of PBX systems, CCTV systems, and basic networking</li><li>Familiarity with computer hardware, operating systems, and troubleshooting techniques</li><li>Strong problem-solving and communication skills</li><li>Ability to manage multiple requests simultaneously</li><li>Must be locally available in Bahrain and able to join immediately</li></ul>Preferred Qualifications:<ul><li>Diploma or Bachelor&rsquo;s degree in Information Technology, Computer Science, Telecommunications, or related field</li><li>Experience with IP PBX systems, network-based CCTV solutions, and helpdesk tools</li><li>Basic understanding of LAN/WAN networking and system administration</li></ul>Job Types: Full-time, Permanent

IT HELPDESK TECHNICIAN

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