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Helpdesk Manager

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Date: Sep 10, 2022

Location: Rockville, MD, US

Company: NTT DATA Services

Req ID: 208083 

NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Helpdesk Manager to join our team in Rockville, Maryland (US-MD), United States (US).

Job Duties:

  • Manage project deliverables and support services such that all the SLAs are met for every measuring period utilizing SLA trend analysis
  • Overseeing and supervising the work schedule and distribution of service desk employees.
  • Ensure contractual deliverables are provided and performance SLAs are achieved
  • Identify and manage all dependencies, risks and issues that occur during the project life cycle
  • Ensure smooth and cordial relationship with the team and the client
  • Ensure highest level of customer satisfaction
  • Manage key stakeholder relationships with transparency and integrity
  • Working with managers to manage staffing, timelines for projects and be accountable for delivering against established company and client commitments
  • Provide program reporting for management and stakeholders for the project activities
  • Ability to understand, apply, and improve/update procedures on a continual basis using ITIL principles.
  • Primary Work location is at the client site
  • Work is managed and tracked through the ServiceNow and measured through Service Levels. The Help desk Manager is the principal owner of the service request as well as the customer’s overall satisfaction.


Required Qualifications:

A minimum level of experience should be equal to or greater than the following:

  • 5 years of experience in an enterprise environment and a minimum of a bachelor’s degree in a relevant area of study
  • 5+ years experience or equivalent, Project and Program Management, Project / Service Delivery management of multi million, multi project programs, Relationship and Team management, Knowledge Management oversight
  • 3+ years of progressive experience in the field of Information Technology, Service Desk Support, Provide Tier I/II system administration, contact and incident resolution for hardware, software, and applications.
  • Administrative knowledge of Microsoft Active Directory, Exchange, System Center Configuration Manager (SCCM)
  • ITIL v3 or higher
  • Customer Service Management and/or HDI skills
  • Demonstrated experience managing a delivery team of at least 10 personnel.


Desired Qualification:

  • PMP Certification
  • IT Certifications: HDI Support Center Analyst, Service Desk, MCITP, MCSA, MCA, RedHat, Linux or equivalent
  • COMPTIA IT certification (A+, Net+, Linux+ etc….)
  • Possess excellent written and verbal communication skills and an ability to brief senior level customer officials.
  • Proven reporting experience and capabilities in ServiceNow or similar ITSM ticketing system
  • Knowledge and use scripting language (BASH, PowerShell, etc.)


About NTT DATA Services

NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.

NTT DATA Services is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.

Nearest Major Market: Washington DC

Job Segment: Help Desk, Information Technology, Cloud, Linux, Manager, Technology, Management