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Federate Systems is looking for a Help Desk Manager to support one of the projects withNIH in Maryland. Help desk manager should have a solid technical background combined with customer service experience. A problem-solving attitude with an ability to motivate the team to achieve specific goals. Job RESPONSIBILITIES: Manage the help desk team and evaluate performance Ensure customer service is timely and accurate on a daily basis Recruit, train and support help desk representatives and technicians Analyzes user needs to determine functional and cross-functional requirements. Performs functional allocation to identify required tasks and their interrelationships. Identifies resources required for each task. Identifies necessary interface requirements between enterprise solution applications and legacy IT environment. Supports all program/project planning and milestone development. Supports business case analysis and identification of alternative solutions and resulting business impacts. Required EDUCATION, Skills AND EXPERIENCE: Bachelors Degree with 12-14 years of experience. Mac and Windows environment experience with ServiceNow as helpdesk ticketing system. Email and Calendar Support, O365/OneDrive, RSA Token, PIV Card/Identity Access Management, Password Support, VPN, Teams/Skype/Jabber Instant Messenger, Slack etc. Iphone and Android, SEFT (secure email), Network Connectivity Issues, LISTSERV, Active Directory (AD) / Exchange, Account Creation and Administration. US Citizen or GC. Public Trust clearance will be enabled