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Help Desk Manager - Microsoft Power Platform

Rockville, MD

The Help Desk Manager provides technical leadership and oversight for support operations, specializing in the Microsoft Power Platform ecosystem. This role balances deep technical troubleshooting with a service-oriented approach, ensuring that Power Apps, Power Automate, and Dataverse solutions are performant, secure, and aligned with organizational governance standards.

Key Responsibilities:

  • Oversee the resolution of complex issues related to app performance, data integrity, and automation failures within the Power Platform.
  • Manage ticket priorities and SLAs while maintaining clear, empathetic communication with end users.
  • Diagnose root causes by analyzing logs and identifying trends to implement long-term preventative solutions.
  • Serve as the primary escalation point for support issues, coordinating closely with development and security teams.
  • Enforce platform governance, including the management of permissions, DLP policies, and lifecycle processes.
  • Support citizen development by establishing guardrails, reviewing user-built solutions for risk, and hosting training or office hours.
  • Mentor junior support staff and organize workloads to enhance overall support operations.
  • Identify opportunities for automation within the help desk to promote operational efficiency and continuous improvement.

Required Qualifications: 

  • Strong technical expertise in Power Apps, Power Automate, Dataverse, and Microsoft 365 tools.
  • Proven experience in a leadership or management role within a technical help desk or service management environment.
  • Deep understanding of IT governance, security standards, accessibility, and documentation best practices.
  • Demonstrated ability to troubleshoot complex technical issues and provide actionable resolutions.
  • Excellent project and process management skills to organize workloads and communicate risks effectively.
  • Core Competencies
    Exceptional soft skills, including empathy, patience, and the ability to handle high-pressure situations.
  • Strong analytical thinking and problem-solving capabilities.
  • Ability to act as a bridge between business users and IT governance to enable safe innovation.
  • Commitment to continuous learning to stay current with rapid platform updates and new capabilities.

 

ASSYST Benefits:

We are proud to offer a robust benefits package including medical, dental, vision, 401(k) retirement plan, disability insurance, flexible spending accounts and more in order for our employees to maintain a secure work/life balance.

ASSYST is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, military status, national origin or any other characteristic protected under federal, state, or applicable local law

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