Help Desk Manager
Posted on: June 24, 2022
Help Desk Manager
MD - Rockville
Westat is an employee-owned corporation providing research services
to agencies of the U.S. Government, as well as businesses,
foundations, and state and local governments. Westat's research,
technical, and administrative staff of more than 2,000 is located
at our headquarters in Rockville, Maryland, near Washington,
We are seeking a help desk manager with the ability to coordinate
activities and manage help desk agents across multiple projects.
This important Project Help Desk is critical to support our field
interviewers who are conducting studies, and respondents who are
scheduling visits or inquiring about incentives. You will work with
agents who respond to telephone and electronic requests. They also
support online and in-person training as tech support, and process
equipment swaps and returns.
Track and monitor project metrics electronically, assist with agent
training and monitoring, and have skills in operations planning and
Assist agents who troubleshoot and solve problems that relate to
the technical support of hardware and data transmissions, answering
procedural questions, and documenting problems in a customized
Research questions using available information resources.
Serve as a communications coordinator across a variety of time
sensitive operational and technical issues, and maintain a master
A bachelor's degree is required.
At least 3 years of experience as help desk lead with
troubleshooting technical issues is required.
Related experience with Microsoft Office, service desk software,
hardware, and browsers.
ITIL certification is a plus.
Prior work experience in a research environment.
Excellent professional oral and written communication skills in
English, be detail orientation, possess strong problem-solving
skills, and have a highly organized approach to work.
Able to work in a multi-project team environment.
Westat offers a well-rounded and comprehensive benefits program
focused on wellness and work/life balance. Eligible employees may
+ Employee Stock Ownership Plan
+ 401(k) Retirement Plan
+ Paid Parental Leave
+ Vacation Leave
+ Sick Leave
+ Holiday Leave
+ Professional Development
+ Health Advocate
+ Employee Assistance Program
+ Travel Accident Insurance
+ Medical Insurance
+ Dental Insurance
+ Vision Insurance
+ Short Term Disability Insurance
+ Long Term Disability Insurance
+ Life and AD&D Insurance
+ Critical Illness Insurance
+ Supplemental Life Insurance
+ Flexible Spending Account
+ Health Savings Account
Protecting the health and safety of our employees and survey
participants is a top priority for Westat. As a federal government
contractor, Westat will require Westat staff, regardless of work
location, to provide proof that they are fully vaccinated against
COVID-19 upon hire and to follow all safety protocols, subject to
approved accommodations under applicable law.
Westat is an Equal Opportunity Employer and does not discriminate
on the basis of race, creed, color, religion, sex, national origin,
age, veteran status, disability, marital status, sexual
orientation, citizenship status, genetic information, gender
identity or expression, or any other protected status under
Keywords: Westat, Rockville , Help Desk Manager, Executive , Rockville, Maryland
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