Help Desk Manager

  • Next Gen Cyber LLC
  • Baltimore, Maryland, United States
  • Apr 29, 2018
Full time Systems Development Knowledge Management Customer Service and Technical Support Network Services Systems Administration

Job Description


Provides daily supervision and direction to staff who are responsible for phone and in- person support to users in the areas of email, directories, standard Windows desktop applications, and other network services. Manages personnel who serve as the first point of contact for troubleshooting hardware and software PC and printer problems. 

A Bachelor’s Degree from an accredited college or university with a major in Computer Science, Information Systems, Engineering, Business, or other related scientific or technical discipline or three (3) years of equivalent experience in a related field. A Master’s Degree is preferred. A Master’s Degree in one of the above disciplines equals one year specialized and two years’ general experience. 
General Experience:

This position requires a minimum of seven (7) years of experience in the management of a Help Desk. 
General experience includes information systems development, network and other work in the client/server field, or related fields. 

Specialized Experience:

At least five (5) years of specialized experience includes management of help desks in a multi-server environment, comprehensive knowledge of PC operating systems (e.g., DOS, Windows), networking and mail standards, and supervision of help desk employees. Demonstrated ability to effectively communicate orally and in writing and to have a positive customer service attitude. Must have A+ Certification. 

EEO Statement:
Next Gen Cyber LLC is an Equal Employment Opportunity/Affirmative Action employer that does not unlawfully discriminate in any of its programs or activities on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or expression, or on any other basis prohibited by applicable law.