Help Desk Manager

At Credence, we support our clients’ mission-critical needs, powered by technology. We provide cutting-edge solutions, including AI/ML, enterprise modernization, and advanced intelligence capabilities, to the largest defense and health federal organizations. Through partnership and trust, we increase mission success for war-fighters and secure our nation for a better future.

We are privately held, are repeatedly recognized as a top place to work, and have been on the Inc. 5000 Fastest Growing Private Companies list for the last 12 years. We practice servant leadership and believe that by focusing on the success of our clients, team members, and partners, we all achieve greater success.

Job Description:

Credence has an immediate need for a secretly cleared Federal Help Desk Manager who will be responsible for providing supervision and direction to staff who are responsible supporting the  user community with 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. The successful leader will ensure that provisions are delivered at the highest level technically and operationally driving support and guidance to all staff and affiliates, both internationally and domestically.  The successful candidate/manager in this role will be required to have an ITIL or Help Desk Institute certification or equivalency professional certification.  

• Provide 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 Help Desk 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.

• US citizenship is required with the ability to obtain a Secret or Top Secret / SCI 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 Help Desk Institute certification or equivalent required
• A minimum of 5 years of experience in an IT Help Desk management or customer service role is required, with at least 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 Help Desk 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 Help Desk. Regular travel may be required.
• The ability to adapt quickly to changes in technology and business requirements is crucial. The Help Desk 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.
• Experience with the Federal government, preferably with Department of State or Depatment of Homeland Security.

#On-site

#veteranemployment #militaryspouse #milspouse #hireavet #militaryveteran #militaryfriendly #transitioningmilitary #veterans #militarytransition #militaryfamilies #msep #militarytocivilian #military #federalcontractingjobs #defensecontracting #defenseindustryjobs

Please join us, as together we build a better world one mission at a time powered by technology and its people!