Service Desk Manager

Tsymmetry is an IT professional services company dedicated to delivering flexible, scalable solutions to our customers around the globe when and where their mission dictates. We partner with our customers to drive innovation, agility, and improved outcomes with our experienced global team. From cybersecurity to operational intelligence, cloud services, software development, and beyond, we are here to help.

The Service Desk Manager will provide daily oversight and direction to the service desk team (responsible for activities such as phone and in-person support to users in the areas of email, directories, standard Windows desktop applications, and applications developed or deployed). The team will be the first point of contact for troubleshooting hardware/software PC and printer problems.

Duties and Responsibilities:

Overseeing the daily operations of the service desk team and ensuring the team meets performance standards.
• Ensuring team members are trained and coached on effective methods to research, troubleshoot and deliver solutions in their area of expertise.
• Handling customer inquiries, complaints, and suggestions to improve service quality.
• Identifying and implementing service improvement initiatives to enhance service delivery.
• Other duties as assigned.

Required Skills and Abilities:

• Strong demonstrated leadership ability, particularly in the area of IT service desk management.
• Experience researching and developing employee training and performance improvement plans.
• Strong working knowledge of desktop and laptop hardware and peripherals
• Strong knowledge of Windows 10, and OSX operating systems and common office applications.
• Experience using an issue tracking system to record, monitor, and document trouble items and work requests (e.g., ServiceNow).
• Excellent proven written and verbal communication skills.
• Strong problem solving and research skills.

Education and Experience:

• Associates degree or equivalent experience.
• At least 5 years' experience managing an IT service desk.

Certifications:

• COMPTIA A+ Certification required
• Information Technology Infrastructure Library (ITIL)v4 Foundations Certification required.

Work Environment and Physical Requirements

• Full-time onsite, Washington DC with the potential for telework over time.
• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

Ray Range: $110k - $150k

The pay range for this job is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, or other law.

Tsymmetry Benefits:

Tsymmetry offers medical, dental and vision coverage with the majority of the monthly premiums paid by the company. A tax-advantaged health savings account is available with generous employer contributions as well as tax-advantaged flexible savings accounts.

While health benefits are a key offering, we also provide a range of other benefits and perks to support your well-being and professional growth. These include:

• Life and Disability insurance
• 410(k) Retirement Plan
• Paid Time Off
• Eleven Holidays
• Paid Parental Leave
• Paid Bereavement Leave
• Paid Jury Duty Leave
• FREE Udemy learning subscription
• Professional Development opportunities
• Tuition Reimbursement
• Flexible Work Arrangements
• And so much more!

Tsymmetry provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, pregnancy, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.