Help Desk Manager

GxNext is looking for a Help Desk Manager who would be responsible for leading a team of technical support specialists, overseeing the day-to-day operations of a help desk, ensuring timely and effective resolution of user issues by managing workflows, monitoring performance metrics, training staff, and collaborating with other departments to maintain high customer service standards.

• Manage daily help desk operations, ensuring 24/7 coverage
• Lead and manage Level II Help Desk Technicians, including monitoring ticket volume and performance metrics while supporting the team in exceeding expectations
• Monitor help desk performance metrics, analyze trends in user support requests, and generate reports for management
• Identify areas for improvement and implement strategies to enhance service quality and user satisfaction
• Define team goals and lead staff to achieve desired results while being held accountable for team performance
• Coordinate resources during escalated off-hour issues
• Oversee the development, implementation, and administration of help desk staff training procedures and policies
• Demonstrate ownership in troubleshooting and resolving technical issues as well as identifying trends and root causes
• Develop partnerships with cross-functional teams to improve and shape how the Technical Help Desk will hand off work, partner on strategic initiatives, and improve customer experience
• Provide weekly team meetings and periodic 1:1 coaching to team members
• Communicate with senior-level clients

• Bachelor’s degree and 6-8 years of prior relevant experience, or Master’s degree with 2-4 years of prior relevant experience
• Active Security+ certification or ability to obtain one prior to starting
• Active TS/SCI clearance and ability to be approved for Poly
• Strong communication skills, both verbal and written
• Ability to quickly learn new software and IT concepts
• Strong problem-solving and decision-making skills
• Self-starter with ability to work in a team environment and independently
• Intimate familiarity with Commercial Over The Shelf (COTS) products that the program leverages:
  Oracle Identity and Access Management (IdAM) suite, Apache webgates, and Computer Associates (CA) API Gateway
• Experience scripting in a Linux environment using Shell and Bash
• Deep understanding and background in COTS integration and custom code development

• Oracle IdAM productions (OAM, OUD, OIF, OID)
• Web Logic
• Linux/UNIX Experience
• LDAPs
• PKI Authentication