Help Desk Manager

Overview

The Help Desk Manager leads day-to-day service desk operations supporting Agency end users and IT services. This role manages Tier I/II support teams, ensures consistent incident/request handling, and drives service quality, customer satisfaction, and operational discipline. The Help Desk Manager coordinates with cybersecurity, infrastructure, and program management stakeholders to ensure support activities align with security requirements, configuration/change control, and audit-ready documentation expectations under the strategic oversight of the Agency CIO/PMO.

• Manage Tier I/II help desk operations, including staffing, schedules, workload balancing, and escalation paths to ensure timely resolution of incidents and service requests.
• Own and enforce incident management processes (triage, prioritization, escalation, communications, and closure), ensuring tickets contain complete and accurate resolution documentation.
• Drive customer service excellence through defined service standards, user communications, and continuous improvement based on ticket trends and stakeholder feedback.
• Coordinate with cybersecurity staff on security-related tickets (e.g., suspected phishing, endpoint issues, access concerns) and ensure escalations support timely response and containment.
• Support configuration management and change control by ensuring support procedures reflect approved changes, tracking user‑impacting changes, and maintaining documentation for repeatable execution.
• Maintain and improve knowledge management (knowledge base articles, FAQs, runbooks) to increase first‑contact resolution and reduce recurring issues.
• Support audit readiness and documentation by maintaining service desk records, standard operating procedures, and evidence artifacts needed for internal reviews and external audits.
• Track and report help desk performance metrics (e.g., volume, response/resolution times, backlog, customer satisfaction) and provide recurring status updates to the Agency CIO/PMO and stakeholders as required.
• Coordinate onboarding/offboarding support activities in alignment with access provisioning processes and privileged access governance requirements.
• Contribute to security training and awareness by reinforcing safe computing practices, routing training needs, and supporting end‑user communications for policy or procedure updates.

Required Qualifications

• Bachelor's degree or equivalent experience.
• 5+ years of experience managing Tier I/II support teams.
• ITIL Foundation certification preferred.
• Strong customer service and incident management skills.
• Demonstrated ability to manage service delivery, escalations, and stakeholder communications in a regulated or compliance‑oriented environment.

Preferred Qualifications

• Experience operating within formal IT service management (ITSM) environments, including service catalog, SLAs, and continual service improvement.
• Experience with ticketing/ITSM platforms and reporting dashboards; ability to define and operationalize meaningful service metrics.
• Familiarity with endpoint management, identity/access processes, and coordination with cybersecurity teams for security‑related incidents.
• Experience supporting configuration/change management processes and documenting repeatable procedures and runbooks.
• Experience developing knowledge base content and end‑user communications, including support for training and awareness initiatives.

Core Competencies and Deliverables

• Help desk operating procedures, escalation matrix, and service desk runbooks.
• Knowledge base articles and standard response templates to improve first‑contact resolution.
• Recurring performance reports (ticket volume, trends, backlog, SLA performance, customer satisfaction) with improvement actions.
• Audit‑ready service desk evidence (ticket records, SOPs, training/communications artifacts as applicable).
• Operational coordination artifacts for onboarding/offboarding and access‑related support (as applicable to Agency processes).

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.…