Description:

RedMatter Solutions is seeking an experienced Help Desk Lead/Manager to support a large-scale, mission-critical IT environment. This role involves analyzing problems and providing technical assistance, support, and advice to end users for hardware, software, and systems. Responsibilities include:

• Studying and resolving software and hardware problems.
• Acting as the first point of contact for users experiencing issues with computer software, hardware, or operating systems.
• Determining root causes of problems—whether hardware, software, or system-related.
• Answering user questions using knowledge of systems, software, and procedures.
• Performing incident management, including categorizing and entering tickets into tracking systems.
• Support triage meetings with stakeholders to gather additional information on end-user issues.
• Respond to user inquiries via phone and email regarding computer software, hardware, programming languages, email systems, or operating systems.
• Supervise and coordinate the activities of Help Desk Technicians or Representatives.
• Guide team members through diagnosing issues and assisting users through problem-solving steps.
• Establish scripts, procedures, and templates used by the help desk team for daily operations.
• Manage the team of help desk support staff, including task coordination and issue escalation.

Requirements:

• Experience managing, leading, coordinating, and handling customer contact for help desk operations supporting large-scale, highly available systems integrated with business-critical functions.
• Excellent leadership and interpersonal skills, including the ability to resolve conflict effectively.
• Exceptional documentation and research skills, with the ability to present ideas in user-friendly language to non-technical staff and end-users.
• 7+ years of experience supporting Information Technology as a Help Desk Lead or Manager.
• Strong understanding of Receiving, recording, and responding to help desk requests, managing the help desk call logging system, ensuring the system is fit for purpose and adjusting support as needed, tracking performance metrics, and ensuring high levels of customer service
• Responsible for hiring, training, and supporting help desk staff.
• Participate in the planning and implementation of help desk policies and procedures and ensure compliance.
• Provide information and assistance related to products and services, including report generation on team productivity and follow-up with customers for improvements.Other Requirements
• Ability to obtain and maintain a Non-Sensitive / High Risk (Public Trust) Tier 4/6c clearance.
• Expert knowledge of recent advances in computer science and engineering.
• Excellent written and verbal communication skills, including experience presenting to senior government officials.
• Ability to interact with managers and technical experts to understand the current environment, align with requirements and proposed solutions, and implement technical or process improvements
• Demonstrated experience in executing, monitoring, and managing help desk teams to deliver high-quality, on-budget support.

• Studying and resolving software and hardware problems.
• Acting as the first point of contact for users experiencing issues with computer software, hardware, or operating systems.
• Determining root causes of problems—whether hardware, software, or system-related.
• Answering user questions using knowledge of systems, software, and procedures.
• Performing incident management, including categorizing and entering tickets into tracking systems.
• Support triage meetings with stakeholders to gather additional information on end-user issues.
• Respond to user inquiries via phone and email regarding computer software, hardware, programming languages, email systems, or operating systems.
• Supervise and coordinate the activities of Help Desk Technicians or Representatives.
• Guide team members through diagnosing issues and assisting users through problem-solving steps.
• Establish scripts, procedures, and templates used by the help desk team for daily operations.
• Manage the team of help desk support staff, including task coordination and issue escalation