IT Help Desk Manager Job at Info Gain Consulting, Mc Lean, VA

cnA3VlUyN0hEY1BwTDRDSzZabGd1S3EwVHc9PQ==
  • Info Gain Consulting
  • Mc Lean, VA

Job Description

Who We Are Info Gain Consulting is a CMMI-DEV L3 appraised, and SBA Certified 8(a) Small business. We deliver program management, financial management, performance improvement, and technology enablement solutions to federal agencies in the US and overseas. Our federal clients value our ability to bring together expertise in people, processes, technology, and data to help them prepare for growth, manage risk, and improve operations. Position Overview: We are seeking a highly skilled and experienced Manager to lead our team in providing end-user support services, IT Service Management (ITSM) support, help desk, and User Access Management (UAM) support for a U.S. federal agency. The ideal candidate will have a strong background in IT service delivery, exceptional leadership abilities, and a deep understanding of federal agency requirements and compliance standards. Key Responsibilities: 1. Leadership and Team Management: Lead and manage a team of IT professionals providing end-user support, ITSM support, help desk, and UAM support. Foster a collaborative and high-performance team environment. Conduct regular performance reviews, provide feedback, and implement professional development plans for team members. 2. End-User Support Services: Oversee the delivery of comprehensive end-user support services, including hardware and software troubleshooting, installation, and maintenance. Ensure timely and effective resolution of user issues and requests. Develop and implement best practices and standard operating procedures for end-user support. 3. IT Service Management (ITSM) Support: Manage ITSM processes and tools to ensure efficient service delivery and incident management. Monitor and report on key performance indicators (KPIs) and service level agreements (SLAs). Drive continuous improvement initiatives to enhance IT service delivery and user satisfaction. 4. Help Desk Management: Oversee the operation of the help desk, ensuring it provides effective and responsive support to end users. Implement and maintain help desk software and tools for ticket management and tracking. Ensure help desk staff are trained and equipped to handle a wide range of technical issues. 5. User Access Management (UAM) Support: Oversee the management of user access controls, ensuring compliance with federal security policies and standards. Implement and maintain robust access management processes, including user provisioning, de-provisioning, and access reviews. Collaborate with security teams to address access-related security incidents and vulnerabilities. 6. Compliance and Reporting: Ensure all support services comply with federal agency regulations, policies, and standards. Prepare and present regular reports on service performance, compliance, and security to senior management and federal agency stakeholders. Stay updated on federal IT policies and guidelines, ensuring the team's practices align with the latest requirements. 7. Stakeholder Engagement: Act as the primary point of contact for federal agency stakeholders regarding end-user support, ITSM, help desk, and UAM services. Build and maintain strong relationships with stakeholders, ensuring their needs and expectations are met. Participate in regular meetings and briefings with federal agency representatives to discuss service performance and improvement initiatives. Qualifications: Education: Bachelor's degree in Information Technology, Computer Science, or a related field. Experience: Minimum of 5 years of experience in IT service management, end-user support, help desk, or user access management, with at least 3 years in a supervisory or managerial role. Certifications: PMP (or similar) certification is required. Additional certifications such as CISSP, CISM, or ITIL Foundation certification are a plus. Technical Skills: Proficiency in ITSM tools (e.g., ServiceNow, BMC Remedy), help desk solutions, UAM solutions, and IT support software. Strong understanding of federal IT policies and compliance standards. Leadership Skills: Proven ability to lead and motivate a team, manage performance, and drive continuous improvement. Communication Skills: Excellent verbal and written communication skills, with the ability to effectively interact with federal agency stakeholders and senior management. Problem-Solving Skills: Strong analytical and problem-solving abilities, with a focus on delivering practical and innovative solutions. Job Type: Full-time Pay: $70,000.00 - $90,000.00 per year Benefits: 401(k) Dental insurance Health insurance Paid time off Vision insurance Compensation package: Yearly pay Experience level: 3 years Schedule: 8 hour shift Monday to Friday Experience: Help desk management: 3 years (Preferred) License/Certification: PMP (Preferred) Work Location: Remote Info Gain Consulting

Job Tags

Full time, Remote job, Overseas, Shift work, Monday to Friday,

Similar Jobs

Physician Affiliate Group of New York

Nocturnist-Hospitalist Job at Physician Affiliate Group of New York

 ...Job Description Job Description Overview The Physician Affiliate Group of New York (PAGNY) is seeking a Nocturnist-Hospitalist to join our dedicated team at NYC Health + Hospitals/Jacobi. This premier facility accommodates over 325,000 outpatient visits, 100,... 

USAA

Financial Security Consultant - Tier III Insurance (Apply in minutes) Job at USAA

**Why USAA?**At USAA, our mission is to empower our members to achieve financial securitythrough highly competitive products, exceptional service and trusted advice.We seek to be the #1 choice for the military community and their families.Embrace a fulfilling career... 

Newport Associates

Virtual Scheduling Assistant-(WFH) Job at Newport Associates

 ...experience required! We provide comprehensive training to set you up for success. What Youll Do: Personalized Travel Planning: Assist clients in designing tailored travel experiences that fit their preferences and budgets. Social Media Engagement: Utilize... 

AbbVie

2025 Product Development, Science & Technology (PDS&T) Graduate Intern - API Process Chemistry (Late Stage) Job at AbbVie

 ...LinkedIn and Tik Tok . Job Description API Process Chemistry Intern (Late Stage) Overview Envision spending your summer...  ...while gaining world-class experience in one of the most dynamic organizations in the pharmaceutical industry. This is a reality for AbbVie... 

Caddell Construction

Construction Superintendent Job at Caddell Construction

 ...Job Title Superintendent (MEP) Mission Critical/Data Centers Location Central Ohio...  ...materials as required. Assists in resolving construction problems (lack of productivity, work...  ...Conditions Construction setting, travel required, full-time. Must have the ability...