Helpdesk Manager - Onsite
Core
Leading and supporting a team of 10–15 Tier 1 help desk agents to ensure high-quality customer service and timely incident resolution in a federal government environment.
Role type
Senior IT Help Desk Manager
Builds
IT service delivery operations for U.S. Federal Agencies
Domain
IT Service Management (ITSM) / Federal Government Support
Required skills
Team leadership, ITSM ticketing systems, Windows OS, Office 365, basic networking, KPI analysis, conflict management
Preferred skills
HDI Certification, ITIL Foundation, MCP/MCSA/ MCSE, SLA management (via careerplan.io/jobs/79-00B-5B-273-helpdesk-manager-onsite-at-bdr-solutions-llc)
Technologies
ServiceNow, Cherwell, Jira Service Management, Remedy
Responsibilities
Manage and mentor Tier 1 agents, oversee ticket queues to meet SLAs, handle escalated customer issues, generate performance reports, coordinate escalations to Tier 2/3, maintain knowledge base articles
Seniority
Senior, hands-on IC with supervisory duties