TIAG is now hiring an experienced Help Desk Manager to join our team in Silver Spring, MD. This is an onsite position that will require a Secret level security clearance to be processed before starting work. The Help Desk Manager will help develop, lead and motivate a high-performance team of Service Desk professionals to deliver excellent technical support with a high degree of customer satisfaction and timeliness. The candidate for this position will have demonstrated experience in IT Support management and will be the primary interface and front-line leader managing the Help Desk. This position requires a proven track record of exceptional customer service skills with a deep understanding of IT support processes and operational efficiency. The Help Desk Manager's role is to oversee all Help Desk staff and ensure that end users are receiving the appropriate assistance. Position Responsibilities: • Manage and oversee ticket tracking system such as Service Now to assign, review, and ensure proper routing of tickets, and close them. • Manage a team of technicians to perform computer trouble shooting and setup process requiring multiple detailed processes and procedures. • Manage prioritization and resolution of issues • Develop and manage Service Level Agreements (SLAs) to establish request and problem resolution expectations and time frames. • Monitor and report compliance with established SLAs. • Create, maintain, and manage detailed trouble shooting in knowledge management repository. • Identify, document and implement Service Desk best practices • Developing a performance measurements framework and facilitating a feedback system to team members on issues such as customer service, communication, and technical skills. • Create and maintain quality indicators of department's services for problem and change activities. • Improve usage of Service Desk resources and increase productivity of the team. • Establish and maintain a service-oriented Service Desk culture. • Participate in the On-tion. • Provide leadership, supervision, and daily guidance to Service Desk staff. • Perform client follow-ups to verify final resolution and determine satisfaction level. • Ensure that all phases of Service Desk work are properly coordinated, monitored, logged, tracked and resolved appropriately. • Ability to pull computer/server logfiles and send them to Tier 3 support for further diagnosis. • Multi-task 3-5 concurrent computer support activities with detailed processes. • Recall from memory in a timely manner established computer support techniques. • As needed, perform troubleshooting for computer break fix processes and software upgrades. Required Experience: • 4 + years related experience in a Help Desk Manager role, preferably in a healthcare environment. • Experience with remote access software, Office Automation Software Suites and a knowledge of Operating Systems and Networking. • Demonstrated ability to communicate effectively, both written and orally, among the customers base and Help Desk management. • An understanding of the military community • Ability to obtain a Secret Clearance • Experience and using Windows 10 and Microsoft Office 2010 Products • Bachelors Degree s of experience • AT Level II l I required (ex. Security+) • Microsoft Support IT Professional (MCITP) • MCTS: Windows 7, Configuration for Help Desk support • Dell Certified System Engineer (DCSE) • ITIL Certification preferred Pursuant to Executive , Federal contractor employees are required to be fully vaccinated against COVID-19 prior to starting with TIAG. Vaccination is required regardless of the employee's duty location ngement (e.g., telework, remote work, etc.), unless subject to certain medical or religious exceptions as required by law. If selected for this position, you will be required to be vaccinated against COVID-19 and submit documentation of proof of vaccination before starting employment with TIAG. If you believe you are legally entitled to an accommodation, you must notify us immediately to begin the process of obtaining the appropriate accommodation documentation as required by TIAG's Human Resources department. TIAG is an equal opportunity and affirmative action employer that does not discriminate on the basis of race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, r characteristic protected by local, state, or federal laws, rules, or regulations. TIAG's policy applies to all terms and conditions of employment. To achieve our goal of equal opportunity, TIAG maintains an affirmative action plan through which it makes good faith efforts to recruit, hire, and advance in employment qualified minorities, women, individuals with disabilities, and protected veterans.