Help Desk Manager
Core
Manage enterprise Service Desk and End User Support operations, leading teams providing Tier I and Tier II support to ensure high-quality technical services and SLA compliance.
Role type
Senior IC Help Desk Manager
Builds
Enterprise IT support services for 1,000+ users
Domain
IT Service Management / Federal Government
Required skills
Team leadership, SLA management, Incident/Problem/Request/Change Management, Staffing planning, Major Incident response, Performance metrics analysis
Preferred skills
Experience with DHS/USCIS agencies, 24x7 operations, Geographically dispersed team management
Technologies
ITSM tools, Ticketing systems
Responsibilities
Direct daily operations of Help Desk, Lead Supervisors and Analysts, Serve as senior escalation point, Develop staffing plans, Oversee ITIL processes, Monitor ticket queues, Analyze service trends, Lead Major Incident response
Seniority
Senior, hands-on IC