Mgr, IT - Deltek
Herndon, VA
About the Job
This onsite position will provide overall management to the local Desktop Support team and ensure that end users are receiving superior IT support. This includes managing all activities related to the identification, prioritization, monitoring, tracking, coordination and resolution of end user requests.
- Provide personnel management functions to include, recruiting, performance management, mentoring, coaching, and salary administration.
- Analyze ticket data, produce and monitor operational metrics, identify trends, and hold team accountable for key performance measures.
- Act as a technical escalation point for team members and provide functional support and assistance to a local and global user base, following specific processes and guidelines to ensure that tasks are completed both consistently and efficiently.
- Follow up on open tickets to ensure proper response and satisfactory resolution.
- Ensure the local Desktop Support team log all incoming requests in the incident tracking system and document all actions, to include all follow up conversations, troubleshooting steps, and resolution.
- Promote processes that support the ITIL methodology, within the service desk team.
- Enhance Service Desk operations by contributing to problem resolution and change management.
- Contribute to the development and implementation strategies, processes and procedures related to the IT Service Desk.
- Manage and support the maintenance of audio-visual equipment.
- Provide end user training in small group sessions as well as perform new employee orientation.
- Participate and/or lead in supporting IT requirements for large events such as conferences/departmental meetings.
- Manage/Contribute technical solutions to the IT Knowledge Base.
- Participate in projects and initiatives as directed.
- Ability to work onsite at our HQ office in Herndon, VA
- 5-8 years IT support experience on a corporate Service Desk or in another technical support role
- 1-3 years of experience in a team leadership role
- Excellent writing, communication, and interpersonal skills
- Strong analytical, troubleshooting and problem-solving skills
- Proficiency in Microsoft products and operating systems.
- Ability to deal with multiple priorities in a fast-paced environment a must
- Ability to interact with users, team members and management in a global and multi-cultural setting.
- Must possess confidence and poise in working with and supporting corporate executives globally.
- ITIL certification a plus
Source : Deltek
