Agil3 Technology Solutions (A3T)
Help Desk Manager
The Help Desk Manager ensures adherence to processes and OneStop SLAs, drives key performance metrics, manages workload across teams, and delegate tasks accordingly. The Help Desk Manager must be proficient in ServiceNow and provide continual service improvement support by improving existing processes, establishing new processes, and leveraging ServiceNow workflows and templates to increase operational efficiency. Key Responsibilities
Develop and execute procedures for conducting end user satisfaction surveys in accordance with the service level requirements. Maintain a continuous service improvement program that improves Help Desk service delivery. Create, maintain, and monitor metric reporting to support service improvement and Help Desk service delivery. Manage ticket queues and oversee Help Desk support. Assigns unassigned tickets to the correct personnel. Minimum Qualifications
Education: Bachelor's degree in computer science, Information Science, Information Systems Management, Math, Statistics, Operations Research, or Engineering; The government will consider additional years of experience with industry certifications in lieu of an IT Engineering or STEM degree. Experience: A minimum of ten (10) years of experience managing and/or supporting Federal IT programs Other Requirements
Must pass background investigation. Must be a U.S. Citizen. Must be able to work on-site in the National Capital Region, with occasional travel. Company Overview
Agil3 Technology Solutions LLC ("A3T") is a Northern Virginia based, ISO 9001:2018, ISO 20000 & ISO 27001 Certified, 8a, Women-Owned (WOSB) and Service-disabled Veteran-Owned (SDVOSB) small business. A recent recipient of the prestigious Washington Technology TOP 50 (ranking #9, and on the list for last 4 years!), A3T is experiencing industry leading recognition and growth. In addition to the CEO's recognition as an "All-Star Entrepreneur", A3T is recognized by Inc Magazine as one of the fastest growing companies in the country, by Vet 50 as Fastest Growing Veteran-Owned Businesses, and is featured in CyberSecurity Ventures / Cybercrime Magazine! "As a go-to Women-Owned Cybersecurity company in US and internationally". As part of our growth, we are looking for YOU to join our growing team. A3T Offers Excellent Benefits To Enhance The Work-Life Balance
Medical Insurance Dental Insurance Vision Insurance Life Insurance Short Term & Long-Term Disability 401k Retirement Savings Plan with Company Match Paid Holidays Paid Time Off (PTO) Tuition and Professional Development Assistance Parking/Travel Reimbursement (metropolitan areas)
The Help Desk Manager ensures adherence to processes and OneStop SLAs, drives key performance metrics, manages workload across teams, and delegate tasks accordingly. The Help Desk Manager must be proficient in ServiceNow and provide continual service improvement support by improving existing processes, establishing new processes, and leveraging ServiceNow workflows and templates to increase operational efficiency. Key Responsibilities
Develop and execute procedures for conducting end user satisfaction surveys in accordance with the service level requirements. Maintain a continuous service improvement program that improves Help Desk service delivery. Create, maintain, and monitor metric reporting to support service improvement and Help Desk service delivery. Manage ticket queues and oversee Help Desk support. Assigns unassigned tickets to the correct personnel. Minimum Qualifications
Education: Bachelor's degree in computer science, Information Science, Information Systems Management, Math, Statistics, Operations Research, or Engineering; The government will consider additional years of experience with industry certifications in lieu of an IT Engineering or STEM degree. Experience: A minimum of ten (10) years of experience managing and/or supporting Federal IT programs Other Requirements
Must pass background investigation. Must be a U.S. Citizen. Must be able to work on-site in the National Capital Region, with occasional travel. Company Overview
Agil3 Technology Solutions LLC ("A3T") is a Northern Virginia based, ISO 9001:2018, ISO 20000 & ISO 27001 Certified, 8a, Women-Owned (WOSB) and Service-disabled Veteran-Owned (SDVOSB) small business. A recent recipient of the prestigious Washington Technology TOP 50 (ranking #9, and on the list for last 4 years!), A3T is experiencing industry leading recognition and growth. In addition to the CEO's recognition as an "All-Star Entrepreneur", A3T is recognized by Inc Magazine as one of the fastest growing companies in the country, by Vet 50 as Fastest Growing Veteran-Owned Businesses, and is featured in CyberSecurity Ventures / Cybercrime Magazine! "As a go-to Women-Owned Cybersecurity company in US and internationally". As part of our growth, we are looking for YOU to join our growing team. A3T Offers Excellent Benefits To Enhance The Work-Life Balance
Medical Insurance Dental Insurance Vision Insurance Life Insurance Short Term & Long-Term Disability 401k Retirement Savings Plan with Company Match Paid Holidays Paid Time Off (PTO) Tuition and Professional Development Assistance Parking/Travel Reimbursement (metropolitan areas)