Help Desk Manager

The Help Desk Manager is a leadership role responsible for managing and directing IT Help Desk operations. This position ensures efficient IT service request handling, including Tier 1, Tier 2, and escalation to Tier 3, while adhering to SLAs, OneStop processes, and ITIL v4/ServiceNow principles. Key responsibilities include ticket management, staff workload distribution, process improvement, reporting, and customer service. The role requires a blend of technical expertise, leadership skills, and strong interpersonal skills.

Requirements

• Bachelor’s degree in Computer Science, Information Science, Information Systems Management, Engineering, or related STEM field.
• At least 10 years of experience managing and/or supporting federal IT programs, including at least 5 years in IT Help Desk or End User Support leadership.
• Demonstrated proficiency in ServiceNow ITSM or comparable ITSM platforms.
• Proven ability to develop, track, and report on service delivery metrics.
• Strong understanding of ITIL v4 service management principles.
• Excellent communication, interpersonal, and leadership skills.

Benefits

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Short Term & Long-Term Disability
• 401k Retirement Savings Plan with Company Match
• Paid Holidays
• Paid Time Off
• Tuition and Professional Development Assistance
• Parking/Travel Reimbursement