Help Desk Manager

Title: Help Desk ManagerLocation: Washington, DCType: Direct HireWe are searching for a Helpdesk Manager who will provide professional technology experience for all students and staff. The Helpdesk Manager manages end-to-end projects and ensures delivery of IT support services while maintaining defined service levels, oversees and reports on team productivity, and improves problem-solving skills to provide high-quality technical support to users. Identifies, recommends, and documents continuous improvement procedures. Engages in cross-functional communications with peer departments to share information on department developments and ongoing projects.Requirements:Oversees day-to-day helpdesk activities to provide quality customer service to all school staff and students and ensure prompt resolution of issues.Schedules helpdesk staff resources to maintain timely handling of support issues during classes and staff working hours.Analyzes and resolves complex service requests and incidents escalated by the Helpdesk team.Identifies and monitors key performance indicators, metrics and collects related data to ensure optimal Helpdesk operations and service delivery.Identifies, recommends, and documents procedures and process improvements related to IT service delivery and problem resolution.Builds and maintains the support services knowledge database.Oversees and coordinates the acquisition, deployment, and management of laptop distribution and recovery; manages and maintains an accurate inventory of all student and staff assets and devices.Collaborates with academics, registration, and others to ensure all are informed on the project and procedures.Ensures the achievement of defined objectives and organizes the monitoring and development of Helpdesk tools and systems, creates and monitors project the Helpdesk overall project.Perform other duties as assignedQualifications:Bachelor's degree in computer science, Information Technology or related discipline, or equivalent relevant experience a minimum of 5 years Professional technical experience in IT with a strong background in all aspects of customer service. Minimum of 5 years' current management experience that demonstrates proficiency in leadership techniques and management of resources. Hands-on experience with various computer software, including Microsoft 365, Intune, Azure AD, Adobe, Single-Sign-On, Helpdesk ticketing system software and hardware, and peripherals. Experience with Schoology and Salesforce is preferred. Strong interpersonal communication skills. Experience with IT security best practices. Understanding of basic computer networking and infrastructure. Basic understanding of reporting Able to work a flexible schedule. Able to work on weekends on an emergency basis. Ability to work with multiple teams. Must be able to provide proof of completed Covid-19 vaccinationAll qualified applicants will receive consideration for employment without regard torace, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status.We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.