Helpdesk Manager

Job Description

Responsible for managing day-to-day operation and direct supervision of all service desk and program personnel. Ensure that contract requirements and contract AQLs/SLAs are met. Interfaces continually with the customer to ensure expectations are met and to discuss current activities, future plans, and problem resolution. Supports continual development of the service desk function, to include promoting a service-oriented culture and maintaining service desk SOPs. Supports interactions with other teams and manages support queues. Creates daily and weekly reports. Monitors incidents and requests, and possible causes for increases or deviations. Develops recommendations for process improvements. Facilitates incident escalations within the team and follow-ups as needed. Provides resource capacity management to ensure sufficient personnel are available to meet defined service levels.


This position requires full-time on-site support.

Duties include, but are not limited to:

• Managing Helpdesk staff and service desk coverage.

• Assigning and monitoring Helpdesk tickets.

• Providing reporting, quality assurance activities, and performance metrics through Zendesk reporting tools.

• Conducting advanced research, troubleshooting, and documentation related to applications and services.

• Supporting responses to special requests from customer leadership.

• Ensuring delivery of approved IT communications and announcements impacting the service community.

• Ensuring timely and effective resolution of service issues.

• Overseeing daily Helpdesk operations and personnel performance.

Required Experience

Requirements & Qualifications:

• Requires a bachelor's degree in IT, computer science, or related field and minimum of six years of relevant IT experience or no degree and ten years of relevant experience.


• Must have knowledge of common information technology applications and services, network services, computer and communications systems, and associated protocols and industry standards and Federal information security and device configuration standards.

• Thorough knowledge of end user technologies including laptops (Windows and Mac), printers, mobile devices, Windows 10 and 11, Active Directory, SharePoint, MS Teams, and O365.


• Must be experienced managing work in an IT operations environment, with a proven ability to manage both immediate reactive issues and long-term strategic goals.

• Must have proven leadership experience managing personnel across multiple functional task areas, coordinating tasks with government staff and other contractors.

• ITSM experience is required; Zendesk experience is desired.

• Ability to effectively communicate verbally and electronically.

• Must have a positive and patient customer service attitude.

• Experience supporting a small to mid-sized Federal agency enterprise is a plus.

• ITIL v3 (or later) certification is desired.

• Project Management Professional (PMP) or HDI Support Center Manager certification is desired.

• Must obtain an agency public trust suitability determination prior to start date.