Job Description

Description

Do you desire to be part of a hardworking, dynamic IT support team that is passionate about helping people solve IT problems? Are you keenly interested in technology and looking for an environment that offers training, coaching and mentoring opportunities for career growth?

 

If so, we 're looking for someone like you to join our team at APL!

 

We are ranked as one of Computerworld 's Top Places to Work in IT 7 years running, and we are seeking an IT Help Desk Manager to help us support the information technology needs of the nation 's leading university affiliated research center. You will be working with engineers, scientists and business professionals that are addressing critical challenges of our nation.

As an IT Help Desk Manager...

 

• You will manage day-to-day operations of an enterprise help desk support team within the Help Desk/Desktop Service group, supporting over 9,000 internal customers. Your primary responsibility will be to provide technical leadership and direction for staff who provide enterprise level call-center support for the organization.

 

• You will work closely with the management team in promoting a positive work environment and achieving the group’s goals. You will determine appropriate resources for projects and interface with project managers to review and approve operational support readiness of impacting changes to the organization.

 

• You will analyze daily, weekly and monthly operational metrics and manage process improvements.

 

• You will be responsible for all aspects of managing the team including interviewing, hiring, mentoring, evaluating, and managing performance issues.

 

• You will interact and collaborate with all levels of staff to include ITSD’s Extended Management Team (EMT).

 

• Drive service vehicles between our campus's, with occasional business travel to field offices and test sites within or outside of Maryland.

Qualifications

You meet our minimum qualifications for the job if you...

• Possess a Bachelor’s Degree in an IT-related field plus at least 6 years of recent IT-related work experience; or in lieu of a degree, at least 10 years of a combination of education and relevant IT work-related experience
  • Have at least 5 years' supervisory experience leading an IT team of 5+ members. Supervisory experience must include hiring, training, performance management and coaching staff.
• Have strong demonstrated skills in leadership, strategy, organization, and planning, with the ability to establish solid relationships.
• Have outstanding customer service skills with strong verbal, written and presentation skills.
• Possess a minimum of 6 years of broad technical experience to include desktops, laptops, and printers, software experience in Microsoft Windows, and Microsoft Office. Networking experience in a Windows server environment running Active Directory and Exchange.
• Have a consistent track record of using key performance indicators (KPIs) to analyze, develop and implement strategies which result in measurable improvements to ensure quality services are delivered within established service level agreements (SLAs).
• Have the ability to independently resolve sophisticated problems using current job knowledge, research and external resources.
• Are highly motivated with a desire to lead change in a fast-paced environment.
• Have previous experience/success as an inspiring leader, mentor and coach to direct reports and other team members with the skills required to handle all personnel matters. Ability to make difficult decisions and handle conflict resolution. Serve as a positive role model for staff and interface well with all levels of staff.
• Have the ability to manage multiple projects simultaneously.
• Are willing to support and work the necessary hours to finish critical work and/or troubleshooting of customer-related issue to resolution.
• Possess a valid drivers license. If selected, you will be subject to a driving record evaluation.
• Are able to obtain Secret level security clearance. If selected, you will be subject to a government security clearance investigation and must meet the requirements for access to classified information. Eligibility requirements include U.S. citizenship.

You'll go above and beyond our minimum requirements if you...

• Have a Master’s Degree
• Have experience with Mac and Linux OS
• Have ITIL certification(s) and/or knowledge
• Have experience with Cloud Telephony
• Have experience with AI
• Have experience with identifying security-related issues such as system hacks, computer viruses and worms, and spyware
• Have industry recognized certifications in networking, security, operating systems and computer hardware and software (CompTIA, Microsoft, ACMT, etc.)

 

Why work at APL?

The Johns Hopkins University Applied Physics Laboratory (APL) brings world-class expertise to our nation’s most critical defense, security, space and science challenges. While we are dedicated to solving complex challenges and pioneering new technologies, what makes us truly outstanding is our culture. We offer a vibrant, welcoming atmosphere where you can bring your authentic self to work, continue to grow, and build strong connections with inspiring teammates.

 

At APL, we celebrate our differences and encourage creativity and bold, new ideas. Our employees enjoy generous benefits, including a robust education assistance program, unparalleled retirement contributions, and a healthy work/life balance. APL’s campus is located in the Baltimore-Washington metro area. Learn more about our career opportunities at http://www.jhuapl.edu/careers.

About Us

APL is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, creed, color, religion, sex, gender identity or expression, sexual orientation, national origin, age, physical or mental disability, genetic information, veteran status, occupation, marital or familial status, political opinion, personal appearance, or any other characteristic protected by applicable law.

 

APL is committed to promoting an innovative environment that embraces diversity, encourages creativity, and supports inclusion of new ideas. In doing so, we are committed to providing reasonable accommodation to individuals of all abilities, including those with disabilities. If you require a reasonable accommodation to participate in any part of the hiring process, please contact Accommodations@jhuapl.edu. Only by ensuring that everyone’s voice is heard are we empowered to be bold, do great things, and make the world a better place.

 

The referenced pay range is based on JHU APL’s good faith belief at the time of posting. Actual compensation may vary based on factors such as geographic location, work experience, market conditions, education/training and skill level with consideration for internal parity. For salaried employees scheduled to work less than 40 hours per week, annual salary will be prorated based on the number of hours worked. APL may offer bonuses or other forms of compensation per internal policy and/or contractual designation. Additional compensation may be provided in the form of a sign-on bonus, relocation benefits, locality allowance or discretionary payments for exceptional performance. APL provides eligible staff with a comprehensive benefits package including retirement plans, paid time off, medical, dental, vision, life insurance, short-term disability, long-term disability, flexible spending accounts, education assistance, and training and development. Applications are accepted on a rolling basis.

Minimum Rate

$105,000 Annually

Maximum Rate

$255,000 Annually

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