Application Help Desk Manager

We are seeking a motivated Help Desk Manager to provide technical support and assistance to our users. The ideal candidate will be responsible for troubleshooting web application software issues, and ensuring timely resolution of technical problems. Key responsibilities include responding to support tickets, providing remote assistance, and documenting solutions within our ticketing system. Candidates should possess excellent communication skills, a strong understanding of computer systems, and familiarity with Angular web application. A commitment to customer service and problem-solving is essential.

Other associated tasks:

• Manages all activities related to the staffing and operation of an information systems help desk

• Plans, prioritizes, and schedules help desk activities to ensure continuity of service

• Leads, directs, evaluates, and develops help desk staff to ensure that users receive competent and timely service

• Analyzes help desk inquiries to identify recurring user problems, recommend solutions, and to identify areas where help desk service can be improved

• Ensure that help desk staff use and maintain problem management databases or other help desk software so that help desk activities and performance can be monitored

• Develops problem solving guidelines, checklists, or other materials to assist help desk staff to respond to user problems that are recurring or routine

• Evaluates Help Desk Systems and Processes for efficiencies and recommend improvements, as needed

• Respond to more complex, escalated enquiries from team members

• SCOPE OF ROLE: Manages one or more small to medium sized teams consisting of a few disciplines. Low to Medium Complexity. Direct reports are non-exempt or exempt

  EDUCATION AND EXPERIENCE: BA/BS or equivalent, 5+ years of experience

Skills:

• Strong verbal and written communication skills

• Previous experience in a technical support role

• Trouble shooting applications issues

• Familiar with Angular web applications

• Knowledge of Windows operating systems, and common software web applications

• Strong people skills

• Remedy experience

GDIT is your place:

• 401K with company match

• Comprehensive health and wellness packages

• Internal mobility team dedicated to helping you own your career

• Professional growth opportunities including paid education and certifications

• Cutting-edge technology you can learn from

• Rest and recharge with paid vacation and holidays

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