Help Desk Manager

RCG is a growing federal contracting company and Certified as a Great Place to Work. We are looking for strongly qualified people to help support our clients. We are currently seeking a Helpdesk Manager as part of an ongoing contract in Suitland, MD.

Please note: Due to the secure nature of this government agency, all candidates must be U.S. citizens and be eligible for a Public Trust clearance.

The successful candidate will receive a contingent offer based on the outcome of a government background check. This may take several weeks, and the candidate cannot begin actual employment until the background check is successfully completed.

Primary Duties:

• Monitors each task and keeps the Program Manager abreast of all problems and accomplishments.
• As a team leader, provides technical direction for the complete Help Desk (Tier 1) effort.
• Responsible for the supervision, training, and growth of all Service Desk personnel.
• Serves as a technical authority for designated area.
• As a staff specialist, resolves unique Service Desk problems using experience and new technology.
• Completes tasks within estimated time frames and budget constraints.
• Manages scheduling and assigns duties to subordinates.
• Reports in writing and orally to Program Management, contractor management and government representatives, including the government-contracting officer.
• Participation with IT management team to develop project evaluation criteria and return on investment..

Qualifications include:

• Minimum 4 years related experience; 2+ using ServiceNow
• Candidate should have hands-on experience in supervising/managing Help Desk Technicians; proven history of supervision as a mentor, able to communicate directly to create a motivated, strong team.
• Experience developing, tracking, and updating deliverables according to client established timetable(s).
• Minimum of 4 years of experience working as part of an IT management team.
• Employment history of developing and maintaining effective working relationships with team members; ability to cooperate with a variety of people (team members and government clients) to achieve results.
• Experience in monitoring and documenting contract metrics and SLAs.
• Microsoft Office Suite at the advanced level
• Hands-on experience with Help Desk Management
• Ability to work in a high-pressure environment, meet deadlines, and simultaneously develop, deploy, and coordinate multiple projects
• Excellent interpersonal skills and demonstrated ability to work well in a team environment, collaborate with various people and organizations
• Excellent communication skills - both verbal and written in the English language

Preferred certifications/education:

• Minimum 5 years related experience working on civilian federal government agency contract(s)
• Experience/certification in ITIL v4 and/or HDI Support Center Management
• Bachelor's Degree in related field

Physical Demands: Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

RCG, Inc. does not discriminate against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibits discrimination against all individuals based on their race, color, religion, sex, sexual orientation/gender identity, or national origin.