Help Desk Lead/Manager

🕒 Agosto 26, 2025

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PingWind Inc. (SDVOSB)

SiteLinkedInTodas as Vagas

51 - 200 funcionários

🔒 Cibersegurança

🏛️ Governo

☁️ SaaS

Cybersecurity • Government • SaaS

A PingWind Inc. é uma empresa de pequeno porte de propriedade de veterano deficiente em serviço (SDVOSB), certificada pela SBA, que se especializa em fornecer serviços críticos de missão para parceiros do Governo Federal. As principais capacidades da empresa incluem segurança cibernética e garantia da informação, otimização de infraestrutura de TI e gerenciamento de plataformas baseadas em nuvem, e consultoria em gestão e cadeia de suprimentos. Utilizando tecnologia de ponta e melhores práticas, a PingWind ajuda os clientes a proteger informações, modernizar sistemas e otimizar o desempenho para alcançar a máxima eficiência. Com sede em Annandale, VA, a PingWind apoia mais de 250 funcionários em 37 estados.

Descrição

• Supports triage meetings with stakeholders to coordinate and collect additional information relevant to issues identified by end-users. • Receives telephone calls and emails from users having problems using computer software and hardware and provides technical assistance. • Analyzes problems and provides technical assistance, support, and advice for hardware, software, and systems. • Determines whether problems are caused by hardware, software, or systems and may perform incident management activities. • Supervises and coordinates activities of Help Desk Technicians or Representatives and manages a help desk team. • Establishes scripts, procedures and templates for helpdesk team daily activities. • Manages help desk call logging system and ensures system fit for purpose. • Tracks help desk performance, establishes customer service standards, and ensures high level of customer service. • Responsible for hiring, training, and supporting help desk representatives and technicians.

🎯 Requisitos

• Required to have and maintain a Non-Sensitive / High Risk (Public Trust) security clearance (Tier 4/6c). • Project Management Institute (PMI) Project Management Professional (PMP) certification or Program Management Professional (PgMP) certification. • HS Diploma/GED • Seven (7)+ years of experience in supporting Information Technology as a Help Desk Lead/Manager. • Excellent leadership skills, strong interpersonal skills, adept at handling conflict. • Exceptional documentation skills and ability to present ideas in user-friendly language to non-technical staff. • Strong understanding of receiving, recording, and responding to help-desk requests and managing call logging systems. • Experience supervising and coordinating Help Desk Technicians or Representatives. • Experience hiring, training, and supporting help desk representatives and technicians. • Expert knowledge of recent technological advances in computer science and engineering.