Help Desk Senior Manager

About Us 

eSimplicity is modern digital services company that delivers innovative federal and commercial IT solutions designed to improve the health and lives of millions of Americans while defending our national interests. eSimplicity's people-centric approach aims to transform the American healthcare experience through innovative technologies. Our team’s experience spans various federal civilian customers on diverse projects across its core competencies. We prioritize protecting our community by aiding the government’s cloud migration, prototyping artificial intelligence models to identify fraudulent Medicare claims, and accelerating data report delivery for healthcare providers to improve quality of care for patients. 

Job Description: 

Manages all aspects and operations of an organization's technical help desk. Provides mentoring and leadership to the team. Assists in the development of processes and procedures to achieve service level requirements and performance goals and produce high-quality service to internal customers. Identifies and implements help desk systems and tools to identify, document, track, and resolve reported problems. Reviews key metrics to analyze the help desk performance, identify problem areas, and make recommendations for improvement. Engages in resource planning, scheduling and decision-making. 

Responsibilities: 

• Oversee and manage the Program’s IT infrastructure team, including servers, networks, hardware, software systems and Help Desk.  
• Ensure the stability, scalability, and performance of IT systems to meet the organization’s needs. 
• Coordinate the installation, configuration, and maintenance of IT infrastructure. 
• Implement and enforce best practices for IT system monitoring, performance optimization, and disaster recovery. 
• Lead and manage the IT operations team, providing guidance, support, and professional development. 
• Responsible for ownership of issues until resolved, tracking and following through to completion any issues worked within the team or escalated to external teams. 
• Manage schedules and on-call rotations for the support team. 
• Resolve escalated issues arising from operations and requiring coordination with other parts of the program. 
• Set clear performance objectives and KPIs for the IT operations team, track progress, and ensure alignment with business goals. 
• Foster a collaborative and positive working environment that promotes teamwork, innovation, and continuous improvement. 
• Oversee the resolution of IT issues, incidents, and problems in a timely and efficient manner. 
• Ensure that proper escalation procedures are followed for critical incidents and provide resolution within defined service level agreements (SLAs). 
• Identify recurring problems, analyze root causes, and implement solutions to prevent future issues. 
• Partner with security analysts over vulnerability remediations, monitor and manage the application of security updates, patches, and other measures to safeguard IT assets; manage security resources/ 
• Collaborate with other departments, senior management, and customer points of contact to ensure IT strategies align with organizational goals and objectives. 
• ITIL knowledge is preferred, but not mandatory. 
• Proficient with tools such as ServiceNow, Jira, and Confluence. 
• Proven experience in an IT Service Management (ITSM) setting. 

Required Qualifications: 

• Education: Bachelor’s degree in information technology, Computer Science, or a related field (Master’s degree preferred). 
• Experience: Minimum of 5-8 years of experience in IT operations management, with at least 3+ years in a leadership/management role. 
• Certifications: ITIL Foundation certification (preferred), PMP, SAFe or other relevant certifications. 
• Skills: 
• Strong leadership, team management, and interpersonal skills. 
• Proficiency in IT infrastructure management, including networks, servers, and cloud services. 
• Expertise in IT service management (ITSM) frameworks, particularly ITIL. 
• Solid understanding of cybersecurity best practices and data protection regulations. 
• Strong analytical and problem-solving skills. 
• Ability to manage multiple priorities and deadlines in a fast-paced environment. 
• Excellent communication and collaboration skills. 
• Budgeting and financial management experience. 
• Familiarity with project management methodologies and tools. 
• Experience with cloud computing (AWS, Azure, etc.), virtualization, and enterprise IT solutions. 
• Experience in working within an agile kanban based operations methodology 

Competencies: 

• Issue Resolution: The ability to effectively diagnose, troubleshoot, and resolve technical issues or customer problems in a timely manner. 
• Process Optimization: The ability to analyze and improve existing business or technical processes to enhance efficiency, reduce waste, and ensure high-quality results. 
• Solution Delivery: The ability to design, develop, and implement technology solutions that meet business needs and user requirements while ensuring successful outcomes. 
• Upgrades Management: The ability to plan, execute, and manage system or software upgrades, ensuring minimal disruption and improved performance or functionality. 
• Vendor Management: The ability to manage relationships with external vendors, ensuring services and products meet expectations, contractual obligations, and business needs. 
• Technical Project Management: The ability to plan, execute, and oversee technical projects, ensuring they are delivered on time, within scope, and within budget. 
• Performance Metrics: The ability to define and track key performance indicators (KPIs) to measure and improve the effectiveness of processes, teams, or systems. 
• IT Help Desk Software: The ability to proficiently use and manage IT help desk software to support ticketing, workflows, knowledge bases, and reporting for effective customer support. 

eSimplicity supports a remote work environment operating within the Eastern time zone so we can work with and respond to our government clients. Expected hours are 9:00 AM to 5:00 PM Eastern unless otherwise directed by your manager. 

Occasional travel for training and project meetings. It is estimated to be less than 5% per year. 

Benefits: 

We offer a highly competitive salary, full healthcare benefits, performance bonus, and a flexible leave policy. 

Equal Employment Opportunity: 

eSimplicity is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, age, status as a protected veteran, sexual orientation, gender identity, or status as a qualified individual with a disability.