Helpdesk Manager

Helpdesk Manager

Astor & Sanders Corporation (Astor) is an award-winning IT solutions provider headquartered in McLean, VA and is seeking a Helpdesk Manager. This is a full-time position based in the Bethesda, MD area.

Roles and Responsibilities:

• Provide daily supervision and direction to staff who are responsible for phone and in-person support to users in the areas of e-mail, directories, computer operating systems, desktop applications for all types of computer systems, and applications developed or deployed under this contract.
• Serve as the first point of contact for troubleshooting hardware/software, all types of computer systems (PC and Mac), and printer problems.
• Manage and mentor helpdesk staff, providing training and development opportunities
• Develop and implement helpdesk policies and procedures
• Prepare regular reports on helpdesk performance metrics
• Ensure proactive communication of issues to stakeholders
• Additional duties as assigned

• A Bachelor’s degree in Computer Science, Information Systems, Engineering, Business, or other related disciplines are required.
• This position requires a minimum of five (5) years of experience, of which at least two (2) years must be specialized.
• Specialized experience includes staff management, recruitment, and retention, Help Desk / Service Desk management.
• The Help Desk Manager must be certified by the Help Desk Institute as a Help Desk Manager, Desktop Support Manager, or Support Center Manager.
• The Help Desk Manager shall have a Level 5 (NACIC) security clearance or obtain a Level 5 (NACIC) security clearance within six (6) months of offer date
• Also required are one or more of the following (or current equivalent):
  • MTA: Microsoft Technology Associate
  • MCSA: Microsoft Certified Solutions Associate
  • MSCE: Microsoft Certified Solutions Expert
  • Apple Certified Support Professional
  • Certified Associate in Project Management

Astor & Sanders Corporation (www.astor-sanders.com) offers a unique, stimulating and challenging environment that fosters individual growth and rewards performance. Astor & Sanders Corporation ( #Astor ) is an Equal Opportunity Employer.  

Some of our competitive benefits include: 

• Generous Paid Time Off (PTO) and all Federal Holidays off
• Comprehensive Health and Dental Insurance Coverage
• Retirement Savings Plan
• Pre-Tax Benefit Programs
• Wellness and Work-Life Support
• Professional Development
• Performance and Referral Bonuses
• Life and Disability Insurance