Help Desk Manager

Location: Bethesda, MD (Hybrid)

LCG is a minority-owned technology consulting firm that has been a trusted partner to more than 40 federal agencies, including 21 of the 27 Institutes and Centers (ICs) at the National Institutes of Health (NIH). For over 25 years, LCG has brought digitization and innovation to the Health and Human Services (HHS) and the NIH ecosystems. We support IT organizations by bringing precision technology and operation models that achieve mission capabilities and performance success.

Position Description

LCG is seeking a Help Desk Manager to support an institute at the National Institutes of Health (NIH) located in Bethesda, MD.

Required Certifications

• ITIL (required)
• CompTIA A (required)
• Apple Certified Support Professional (ACSP) (required)
• Microsoft 365 Certified: Endpoint Administrator Expert (required)
• Microsoft Office Specialist: Expert (Microsoft 365 Apps) (required)
• JAMF 200 (required)
• CompTIA Network , CCNA (a plus)
• Other industry-recognized certifications (a plus)
  
  

Duties And Responsibilities

• Oversee the daily operations of the help desk, ensuring efficient and effective support for end-users.
• Lead and manage a team of help desk specialists, providing guidance and support.
• Develop and implement help desk policies and procedures to improve service quality and response times.
• Monitor help desk performance metrics and prepare reports for senior management.
• Coordinate with other IT teams to resolve complex issues and implement solutions.
• Manage escalations and ensure high levels of customer satisfaction.
• Stay up to date with the latest technologies and best practices in help desk support.
  
  

Requirements

• Minimum 5 years of experience leading a technical team.
• Analytical focus on continuous improvement and optimization of end-user support operations.
• Strong experience with service, incident, and problem management.
• Proficient in configuring, supporting, and troubleshooting Apple macOS, Windows, and mobile devices.
  
  

Compensation And Benefits

The projected compensation range for this position is $100,000 to $150,000 per year benchmarked in the Washington, D.C. metropolitan area. The salary range provided is a good faith estimate representative of all experience levels. Salary at LCG is determined by various factors, including but not limited to role, location, the combination of education/training, knowledge, skills, competencies, certifications, and work experience.

LCG offers a competitive, comprehensive benefits package which includes health insurance options (medical, dental, vision), life and disability insurance, retirement plan contributions, as well as paid leave, federal holidays, professional development, and lifestyle benefits.

Devoted to Fair and Inclusive Practices

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law.

If you are interested in applying for employment with LCG and need special assistance or an accommodation to apply for a posted position, contact our Human Resources department by email at [email protected].

Securing Your Data

Beware of fraudulent job offers using LCG's name. LCG will never request payment-related details or advancement of money during the application process. Legitimate communication will only come from lcginc.com or [email protected] emails, not free commercial services like Gmail or WhatsApp. If you receive suspicious emails asking for payment or personal information, contact us immediately at [email protected].

If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission.