Help Desk Lead/Manager

August 26

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PingWind Inc. (SDVOSB)

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Cybersecurity • Government • SaaS

PingWind Inc. is an SBA certified Service Disabled Veteran Owned Small Business (SDVOSB) that specializes in providing mission-critical services for Federal Government partners. The company's core capabilities include cybersecurity and information assurance, IT infrastructure optimization and management of cloud-based platforms, and supply chain and management consulting. By utilizing leading-edge technology and best practices, PingWind helps clients secure information, modernize systems, and optimize performance to achieve maximum efficiency. Based in Annandale, VA, PingWind supports more than 250 employees across 37 states.

51 - 200 employees

🔒 Cybersecurity

🏛️ Government

☁️ SaaS

📋 Description

• 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.

🎯 Requirements

• 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.