Helpdesk Manager

Helpdesk Manager

Location: Fully Remote

Clearance: Secret

Salary Range: $100,000 +/- depending on experience

Position Summary

The Helpdesk Manager provides strategic leadership and technical oversight for enterprise helpdesk operations supporting the Electronic Contract Writing Module (ECWM) and Department of Defense (DoD) contracting systems. This role is responsible for delivering high-quality customer support services, managing multi-tier support teams, optimizing service delivery processes, and ensuring operational excellence across a complex technology environment.

The successful candidate combines strong technical expertise with proven leadership capabilities to guide incident management, problem resolution, workforce development, and continuous improvement initiatives. Working in a remote environment, the Helpdesk Manager serves as a key liaison between users, technical teams, contracting professionals, program leadership, and stakeholders to ensure mission-critical systems remain secure, reliable, and responsive to customer needs.

Key Responsibilities

Helpdesk Leadership & Operations

• Lead and manage day-to-day helpdesk operations supporting enterprise contracting and business systems.
• Oversee Tier 1, Tier 2, and Tier 3 support functions to ensure timely resolution of incidents, service requests, and system issues.
• Establish and maintain service level agreements (SLAs), operational metrics, and performance standards.
• Develop staffing plans, schedules, and resource allocation strategies to ensure effective support coverage.
• Foster a customer-focused culture emphasizing responsiveness, accountability, and service excellence.

Incident & Problem Management

• Direct incident management activities utilizing ITIL v4 best practices.
• Coordinate response efforts for high-priority and critical incidents, ensuring appropriate escalation and communication procedures are followed.
• Conduct root cause analysis and implement corrective actions to minimize recurring issues.
• Develop and maintain incident response, escalation, and service restoration procedures.
• Monitor operational performance and resolution trends to proactively identify areas for improvement.

Technical Support & Systems Management

• Provide leadership and guidance for troubleshooting hardware, software, networking, and cloud-based systems.
• Support enterprise applications and platforms, including Appian, Microsoft technologies, AWS, Azure, and associated DoD contracting systems.
• Ensure support teams maintain a strong understanding of how software applications interact with underlying hardware and infrastructure components.
• Collaborate with development, engineering, cybersecurity, and infrastructure teams to resolve complex technical issues.
• Oversee knowledge management repositories, technical documentation, and support procedures.

Service Management & Process Improvement

• Utilize ServiceNow, JIRA Service Management, and related tools to manage workflows, service requests, tickets, and performance reporting.
• Implement process improvements using Lean, Six Sigma, and continual service improvement methodologies.
• Develop quality assurance programs to enhance service consistency and customer satisfaction.
• Analyze operational metrics and customer feedback to drive data-informed decision-making.
• Identify and implement automation opportunities that improve efficiency and reduce manual effort.

Team Development & Stakeholder Engagement

• Recruit, mentor, coach, and develop high-performing technical support personnel.
• Establish professional development plans and training initiatives to strengthen team capabilities.
• Communicate effectively with contracting officers, program managers, government stakeholders, and executive leadership.
• Prepare and deliver reports, briefings, and operational updates regarding service performance and improvement initiatives.
• Promote collaboration across technical and business teams in support of program objectives.

Compliance & Security

• Ensure compliance with applicable DoD, federal, and organizational policies, procedures, and security requirements.
• Support cybersecurity initiatives and maintain awareness of emerging threats and technology trends.
• Safeguard sensitive information and ensure support activities align with federal security standards.
• Maintain required security clearance and support audit and compliance activities as needed.

Required Qualifications

• Bachelor's degree from an accredited college or university.
• Minimum of five (5) years of relevant experience in helpdesk operations, IT support management, or related technical support environments.
• Demonstrated experience managing helpdesk teams and service delivery operations.
• Strong knowledge of computer hardware, software systems, operating systems, and enterprise technologies.
• Understanding of how software applications utilize and interact with computer hardware and supporting infrastructure.
• Experience with IT service management frameworks, preferably ITIL v4.
• Experience using service management tools such as ServiceNow, JIRA Service Management, or equivalent platforms.
• Strong analytical, troubleshooting, communication, and organizational skills.
• Relevant certification from a nationally recognized technical authority (e.g., ITIL, CompTIA, Microsoft, AWS, PMI, HDI, or equivalent).
• Must possess an IT-II Non-Critical Sensitive security clearance or Tier 3 (T3) investigation at the time of proposal submission and be eligible to obtain and maintain a Secret Clearance.

Preferred Qualifications

• ITIL v4 Foundation, Managing Professional, or equivalent certification.
• HDI Support Center Manager, CompTIA Security+, Network+, or similar certifications.
• Experience supporting DoD, federal government, or defense contracting environments.
• Knowledge of ECWM and DoD acquisition or contracting systems.
• Experience with Appian low-code platforms and cloud environments including AWS and Microsoft Azure.
• Lean Six Sigma certification or demonstrated process improvement experience.
• Experience leading distributed or fully remote technical support teams.

Core Competencies

• Helpdesk Operations Management
• IT Service Management (ITIL v4)
• Incident and Problem Management
• ServiceNow & JIRA Service Management
• Team Leadership and Employee Development
• Hardware and Software Troubleshooting
• Cloud Platform Support (AWS/Azure)
• Process Improvement and Automation
• Knowledge Management
• Stakeholder Relationship Management
• Root Cause Analysis
• Cybersecurity Awareness
• Performance Metrics and Reporting
• Customer Experience Management

Benefits:

• PTO
• Holiday Pay
• 401K with a 4% Match
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Group Life & AD&D
• Voluntary Life AD&D
• Short-term Disability
• Long-Term Disability
• Health Savings Account
• Flexible Spending Account (Health and Dependent)
• Critical Illness Insurance
• Accident Insurance
• Hospital Indemnity Insurance
• Employee Assistance Program (EAP)

We are committed to fostering an inclusive workplace and provides equal employment opportunities (EEO) to all employees and applicants for employment. We do not employ AI tools in our decision-making processes. Regardless of race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran. ensures that all employment decisions are made in accordance with applicable federal, state, and local laws. Our commitment to non-discrimination in employment extends to every location in which our company operates.