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Help Desk Lead/Manager

1 month, 1 week ago
United States
Full-time
Lead
Technical Support Engineer
Customer and Technical Support
Cybersecurity System Design
Apply Now
Pingwind

Pingwind

Pingwind specializes in providing cybersecurity, information technology, and supply chain services to assist clients in securing their information, modernizing their systems, and optimizing performance.

Internet Software & Services
51-250
Founded 2012
View All Jobs 27

Description

  • Analyze end-user problems and provide technical assistance for hardware, software, and systems issues.
  • Act as the primary contact for users seeking help with computer software, hardware, and operating systems.
  • Determine whether reported issues are caused by hardware, software, or system problems.
  • Receive, record, categorize, and respond to help desk requests and incident tickets in the tracking system.
  • Supervise and coordinate the work of Help Desk Technicians, representatives, and support staff.
  • Establish scripts, procedures, and templates for the help desk team to use in daily operations.
  • Manage the help desk call logging system and ensure it is fit for purpose.
  • Track help desk performance and establish customer service standards to maintain high service levels.
  • Hire, train, and support help desk representatives and technicians.
  • Support triage meetings with stakeholders to gather additional information about end-user issues.

Requirements

  • 7+ years of experience supporting Information Technology as a Help Desk Lead/Manager.
  • Required to have and maintain a Non-Sensitive / High Risk (Public Trust) security clearance (Tier 4/6c).
  • Project Management Professional (PMP) certification from PMI or Program Management Professional (PgMP) certification.
  • High school diploma or GED required.
  • Excellent leadership, interpersonal, and conflict-handling skills.
  • Exceptional documentation skills and the ability to present technical ideas in user-friendly language.
  • Strong ability to research a wide range of computing issues.
  • Expert knowledge of recent technological advances in computer science and engineering.
  • Experience managing a help desk operation for a large-scale, highly available system integrated with business-critical systems.
  • Bachelor’s degree preferred.

Benefits

  • Eleven federal holidays.
  • Paid time off accrued each pay period.
  • Parental leave.
  • Three medical plan choices with generous employer contribution.
  • Dental and vision insurance.
  • Company-paid short-term and long-term disability and life insurance.
  • 401(k) with competitive matching and vesting schedule.
  • Continuing education assistance.
  • Flexible spending accounts for medical, dependent care, and commuting expenses.
  • Employee Assistance Program and wellness benefits, including Calm Health and WellHub gym subsidy.
  • 529 college savings plan, legal insurance, and pet insurance.

Interested in this position?

Apply directly on the company website

Apply Now

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