Benefits:

401(k)

Paid time off

Dental insurance

Health insurance

Vision insurance

IT Help Desk Manager

AET Federal is seeking a disciplined IT Help Desk Manager with at least 10 years of experience in managing IT Service/ Help Desk and Call Centers. The Help Desk Manager will work a hybrid role, based out of Suitland, Maryland assisting the Program Manager overseeing multiple assignments and projects.

Specific Duties Include:

Overseeing multiple projects including but not limited to call monitoring, incident monitoring, performance metrics, help desk tickets (Tier I, II, III)

Responsible for communicating with stakeholders, project operators, customers, and peers

Mitigating risks and knowledge management

Collecting and monitoring performance metrics comparing team member's performance using statistical and graphing reporting tools

Overseeing incident monitoring by reviewing tickets entered by the Enterprise IT Help Desk team against established standards

Managing call monitoring and worker call monitoring by listening on analyst's calls and rating specific behaviors

Overseeing ticketing of mobile device issues and incoming call center inquiries

Requirements:

· Minimum of 10 years of experience managing an IT Service Desk

· Project Management Certification

· Currently obtain a Public Trust

· Must be able to commute to Suitland, Maryland daily (fully on-site)

· Degree in Computer Science, Information Technology, or related field

· ITIL Certification

· HDI Certification

· Prior experience working at a help desk/ mobile help desk

· Experience working with customers, gathering and understanding customer requirements

· Experience in fostering and managing customer relationships

· Experience in written and/or verbal communication (reports) to peers, stakeholders, and management