Project Manager - Help Desk

USmax   •  

Washington, DC

8 - 10 years

Posted 177 days ago

This job is no longer available.

USmax Corporation is seeking a Project Manager - Help Desk to manage a high-tempo Help Desk operation for a human resources office, within a federal agency. If you are a Help Desk Lead, can demonstrate successful technical and personnel leadership, and are ready to move to the next level, this opportunity is for you.

The Project Manager - Help Desk fulfills a Help Desk Manager role, which requires hands-on technical work, development and maintenance of standard operating procedures, help desk application administration and related reports development, interfacing with customer and corporate management, and managing the work of others to complete full ticket lifecycle operations within a Remedy/PeopleSoft/Oracle environment. The Help Desk Manager's responsibilities and duties are as follows.

Responsibilities & Duties 

  • Install and configure hardware, operating systems, software, and applications
  • Hands-on technical troubleshooting
  • Administer the Windows desktop management infrastructure
  • Research, evaluate, and analyze end-user operations and support processes
  • Make recommendations to management on methods for optimizing and improving overall customer experience
  • Refine or develop Help Desk Standard Operating Procedures (SOPs)
  • Develop and maintain reporting assets with feeds from ACD and Help Desk applications to track SLA compliance
  • Serve as administrator for Help Desk applications, developing new templates as required
  • Communicate with technical application owners regarding projects
  • Proactively update status on reports for senior management
  • Attend meetings to communication action plans and statuses
  • Manage team members to close open issues
  • Provide input to hiring process to onboard new team members
  • Deliver regular briefs to management to report on program status

Knowledge, Skills & Abilities:  

  • Ability to provide technical and personnel leadership
  • Ability to identify the elements of a situation to visualize, articulate and solve problems
  • Ability to communicate highly technical information to both technical and nontechnical personnel
  • Organize and manage time effectively to complete required projects on time
  • Write technical procedures
  • Configure reporting system
  • Strong multi-tasking skills, attention to detail
  • Excellent communication skills
  • Collaborative, flexible and adaptable

TypeFull-Time Employee LocationWashington, DC Experience

  • Must have at least 8 years of overall IT experience and a minimum of 3 years of experience leading high tempo Help Desk operations
  • Experience operating a Help Desk/Call Center under the ISO 20000 standard for IT Service Management a plus.
  • Experience operating in a government contracting environment a plus.
  • CompTIA A+ certification required
  • CompTIA Security+ certification a plus


4-year college degree

Security ClearanceSecret