Deskside Support Manager

Ready to Ignite your career and work alongside some of the most innovative and brightest professionals in the GovCon space?

As a Deskside Support Manager, you will lead a team of IT professionals providing deskside support services at the Washington, D.C. offices of the Department of Treasury's Departmental Offices. The ideal candidate will have strong leadership and technical skills, with a focus on delivering exceptional customer service and improving first-call resolution rates. 

Your Role: 

• Manage a team of IT professionals to provide high-quality deskside support services within standard operating hours (7 am-6 pm EST, Monday-Friday) 

• Ensure that staff is properly trained for the types of tickets received and adjust shifts to accommodate changes in call volumes 

• Facilitate and capture knowledge of frequent incidents and service requests to increase First Call Resolution (FCR) rates 

• Report, escalate, and ensure adequate staffing to meet customer needs 

• Oversee the administration of end-user-facing components of the IT infrastructure, including: 

• Desktops/Laptops/VDI/Thin/Zero 

• Treasury-owned and managed mobile devices 

• Peripheral equipment (printers, scanners, removable media, etc.) 

• Log all support requests into ServiceNow as required and escalate calls/issues to higher Tier support when necessary 

• Provide answers to commonly asked IT questions and resolve technical issues of moderate complexity 

Requirements

• Bachelor's degree in Computer Science or a related field 

• At least 8 years of experience in deskside support, IT service management, incident resolution, problem management, and technical support 

• Strong understanding of ITIL framework and best practices 

• Excellent communication, interpersonal, and leadership skills 

• Ability to work in a fast-paced environment with multiple priorities and deadlines 
• Ability to obtain and maintain a Federal Government Background Investigation
• US Citizenship Required

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance

Ignite IT is an Equal Employment Opportunity/Affirmative Action Employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, Veteran status, sexual orientation, or other protected characteristic. In accordance with EO 13665 Final Rule, Ignite IT will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.

US CITIZENSHIP REQUIRED - Applicants selected must be able to possess and maintain a government clearance as required for access to classified information.