Help Desk Manager

Unissant, Inc. is an innovative solutions development and consulting company committed to delivering simplicity through innovation. We meet this commitment by delivering state-of-the-art enterprise computing and processing solutions to both government and commercial clients. Our workforce continually strives to advance (y)our collective intellect through collaborative fortitude, and we are looking for further talent to join that effort! To learn more about our exciting organization, please visit us at

We are seeking a Help Desk Manager to join our team. This position is located in the Washington DC Metro area.

Successful applicant must comply with federal contractor vaccine mandate requirements.

*This position is contingent upon contract award.

Essential Duties and Responsibilities:

• The Help Desk Manager shall be responsible for overseeing all high-level operation related activities and requirements.
• Provide daily supervision and direction to staff who are responsible for phone, email and in-person support to users in the areas of e-mail, directories, computer operating systems, desktop applications & software for all types of computer systems, and applications developed or deployed under this contract.
• The candidate is responsible for communicating high level issues needing client attention to the Program Manager and key client personnel.
• Mentor and direct supervision of help desk personnel for Tiers 1 and 2 plus coordination for Tier 3.
• Provide subject matter expertise in all areas of Service Desk Delivery and knowledge sharing/training of all technical solutions and processes.
• Provide daily ticket auditing to ensure proper categorization of tickets and completion of notes and summaries.
• Help develop and maintain Service and Operational Level Agreements between contract staff/tasks and the government customer.
• The Help Desk Manager is responsible for providing regular reporting on service desk metrics (open cases, time to close, etc.).

Work Experience:

• Minimum of 5 years of relevant experience working with a comprehensive customer relationship management approach to IT user services with effective communication to all parties involved in issues resolution.
• Previous team leadership/management experience in a Help Desk/Service Desk environment including coordination with other government service desks, technology providers, vendors, etc.
• Prior experience supporting Federal Health and/or Federal projects & programs is preferable.
• Experience in managing IT Service Management knowledge bases is preferred.
• Experience working with a Service Catalog including service development, improvements to existing services, etc.
• Experience working with ServiceNow, Jira, and other support systems is required.

Job Skills:

• Self-starter prepared to lead by example and mentor a team towards continuous improvement in productivity, reliability, technical knowledge, customer facing skills and adherence to established standard operating procedures.
• Ability to work under pressure in a fast-paced environment with changing priorities.

Education:

• Bachelor's Degree is required in Computer Science, Management of Information Systems, or a related field

Certificates, Licenses and Registrations:

• IT Information Library (ITIL) Foundations Certification (Required)
• Certified Help Desk Manager (CHDM) from an organization such as the Help Desk Institute (HDI) (Preferred)

Communication Skills:

• Excellent verbal and written skills
• Ability to communicate difficult/sensitive information tactfully
• Ability to effectively communicate project information to customer and supervisors

Travel:

• Willing to travel occasionally as needed in the local DC area (up to 10%)

Environmental Requirements:

• Mainly sedentary, in an office environment
• May be required to lift up to ten (10) pounds
• Flexible in working extended hours

The above statements are intended to describe the general nature and level of work being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. Unissant management reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, where applicable and available, reasonable accommodation(s) may be made to enable individuals with disabilities to perform essential functions of this position.

Please note: Candidate(s) will be required to go through pre-employment screening.

Unissant, Inc. is a proud Equal Opportunity Employer! (EOE; M/F/Disability/Vets)