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Help Desk Manager (Onsite)

60,000 – 65,000 yearly

NPAworldwide Recruitment Network

Last Updated: 9/27/22

Job Description

Job description:

This position is required to be onsite in Rome, NY. Secret security clearance required


  • Proactively organize, direct and oversee day-to-day activities of the Help Desk to ensure quality customer service
  • Ensure work area coverage through contract hours including receiving and proactively managing contacts from staff if they are unable to report to work for their scheduled shift.
  • Coordinate efforts to expedite workflow and ensure work is completed in a timely fashion
  • Track and monitor individual performance metrics to measure effectiveness and productivity
  • Act as the Point of Contact for client escalations and operational issues.
  • Identify, analyze and communicate customer support trends through analysis of ticket and phone call data
  • Conduct assessments/audits of service delivery performance objectives to identify opportunities for improvement
  • Monitor service calls and emails
  • Provide training to new hires

MUST have:

  • Bachelor's Degree in IT-related discipline preferred
  • 5+ years as a Help Desk Manager.
  • Successful, proven experience applying ITIL in a Help Desk Environment
  • Experience with Remedy software.
  • Ability to obtain and maintain a Secret Clearance
  • CompTIA Security+ Certification
  • Must be available to work on-site between the hours of 7AM - 5PM and outside of standard hours by special arrangement
  • Available via phone 24/7
Why is This a Great Opportunity:


Salary Type : Annual Salary

Salary Min : 60000

Salary Max : 65000

Currency Type : US Dollars

Company Details

Grand Rapids, Michigan, United States
NPAworldwide connects you to premier independent recruiting firms located throughout Europe, Asia, Australia, Africa and the Americas. Get connected with members around the world to widen your employer pool, get specialized placements, and find perfect matches -- all at no cost. Our members are placement professionals seeking long-term fits. Working with our recruiters gets you access to relocatio...