Help Desk Manager

The Help Desk Manager (ISSM) is responsible for daily supervision and direction to staff who are responsible for phone, remote, and in-person support to users in the areas of e-mail, directories, computer operating systems, desktop applications for all types of computer systems, and applications developed or deployed under this contract. Serve as the first point of contact for troubleshooting hardware/software, all types of computer systems (PC and Mac), and printer problems. 

• Ensures the provision of expert level technology operational support and guidance to staff and affiliates, both internationally and domestically.
• Is responsible for managing daily operations of the RPC Help Desk, guaranteeing timely and effective customer service.
• Oversees Tier 2 and Tier 3 support for the START software application, managing a team of technical business analysts who serve RPC customers around the world.
• Leads the RPC Help Desk team, enforcing adherence to service level agreements, effective asset management, and maintenance of standard operating procedures.
• Holds responsibility for team performance, provides continuous feedback, and nurtures a supportive work environment.
• Actively contributes to RPC IT operations and planning, serving as an advocate for the needs and expectations of the customer. This includes facilitating business analysis, requirements gathering, system planning, and customer consultation.
• Regularly creates and presents reports to the RPC leadership team, identifying IT customer service issues, and suggesting improvements to IT service management processes and tools.
• Directs the implementation of quality assurance processes within IT support operations to ensure compliance with laws, regulations, policies, standards, and technical procedures.
• Keeps abreast of changing and emerging technologies and practices to make well-informed recommendations for resolving information technology issues and requirements.
• Performs critical incident management tasks, coordinating with the team to resolve IT issues promptly and minimize downtime.
• Leads the development and upkeep of helpdesk knowledge base articles, facilitating continuous learning and efficient problem resolution within the team.
• Performs other related duties as assigned, which may include participating in special projects, conducting system audits, and more.
• Responsible for configuring the ServiceNow ITSM tool to align with business practices, customer feedback, and need for efficiency and adherence to Service Level Agreements.
• Maintains a strong working relationship with Department of State/IRM to ensure configuration changes, enhancements, and fixed to the ServiceNow ITSM tool.

• Ability to obtain a Secret security clearance is required.
• Bachelor’s degree in computer science, Information Systems, or Business; or the equivalent combination of education, technical training, or work experience.
• Relevant professional certifications, such as ITIL or Helpdesk Institute certification or equivalent required
• A minimum of five (5) years of experience in an IT helpdesk or customer service role is required, with at least two (2) years in a leadership position.
• Experience with managing remote teams and providing support to international and domestic users is crucial.
• Strong leadership, analytical, problem-solving, and decision-making skills are necessary.
• Excellent communication and interpersonal skills are also required, as this role involves frequent interaction with customers, team members, and senior management.
• An in-depth understanding of ITIL processes, ITSM tools, data analysis, and IT operations best practices is essential. Familiarity with common helpdesk software and hardware, along with a strong understanding of emerging technologies, is required.
• Experience using an out of the box help desk/service desk ticketing required, with ServiceNow ITSM tool experience highly preferred.
• Must be available to work in different time zones as needed to manage a global IT helpdesk. Regular travel may be required.
• The ability to adapt quickly to changes in technology and business requirements is crucial. The Helpdesk Manager must be open to learning new technologies and methodologies to enhance service delivery.
• Demonstrated ability to collaborate effectively with diverse teams across different geographical locations and time zones. Experience in promoting a culture of continuous improvement and positive team morale is required.
• Must possess advanced troubleshooting skills and the ability to analyze complex issues and devise effective solutions.
• Proven experience managing IT projects, including the planning, execution, and monitoring of projects, is essential. Proficiency in using project management tools and methodologies is desired.
• Exceptional customer service skills are necessary. Must have experience with handling and resolving customer queries and complaints effectively and professionally.
• Must be a clear and concise writer, experienced with communicating clearly with non-technical audiences.