Help Desk Manager​/Project Manager

Location: Bethesda, MD (Onsite, 5 days per week)

Clearance: Ability to obtain Public Trust

Required: US citizen or Lawful Permanent Resident

Position

Description:

LCG Inc. is seeking a highly talented Help Desk Manager / Project Manager to oversee a team delivering IT Support Services for a federal client. The ideal candidate will manage an IT Service Desk supporting Agency Business Operations, Scientific Computing, and IT services while working collaboratively with leadership to ensure efficient service delivery.

This role requires strong project and program management capabilities, including the ability to initiate new projects, develop planning and communication documents, and deliver consistent status reporting. The candidate must demonstrate attention to detail, enforce procedures, ensure proper ticket documentation, and maintain high customer satisfaction within strict service level agreement (SLA) timelines.

The ideal candidate will also lead day-to-day contract and project activities across multiple task areas, including scheduling meetings, briefing stakeholders, and tracking actions to closure, while keeping leadership informed of mission-impacting issues such as outages or security events.

Additionally, the candidate will serve as the primary technical escalation point for the team, demonstrating strong hands‑on expertise in Active Directory (including OU structure), endpoint management tools such as JAMF and SCCM, and mobile device management platforms like Intune or Mobile Iron. The role requires the ability to troubleshoot complex issues independently, including support for specialized clinical applications (e.g., CRISS), and limit escalation to federal staff to true process‑related concerns.

Duties and Responsibilities:

• Lead and direct a team of desktop support technicians and engineers, including daily task management, scheduling, mentoring, and reporting.
• Maintain strong communication with customers and stakeholders to ensure high levels of satisfaction.
• Monitor trends and implement improvements to enhance service delivery and customer experience.
• Manage Service Desk queues, ticket triage, and ensure full coverage during core business hours.
• Collaborate with Infrastructure and Security teams to implement endpoint and system changes.
• Provide leadership as an escalation point for technical issues, ensuring the team resolves problems efficiently before involving federal stakeholders.
• Provide service desk leadership and staffing coordination by aligning personnel coverage with demand, maintaining staffing plans, and ensuring defined management processes, policies, and procedures are followed.
• Produce and deliver weekly/monthly operational reports, including metrics, charts, and trend analysis, to evaluate incident patterns, risks, SLA compliance, and opportunities for continual service improvement.
• Leverage Service Now reporting and analytics to monitor technician performance, ticket quality, and overall service delivery, and take corrective actions as needed.
• Oversee IT Service Management (ITSM) operations within Service Now, including ticket triage, assignment, documentation, escalation management, and adherence to incident/request lifecycle processes and SLAs.
• Coordinate major incidents, including parent/child ticket structures, stakeholder communications, and timely escalation to federal leadership when required.
• Review technician tickets regularly, enforce documentation standards, and ensure focus on priority tasks and deliverables.
• Oversee Active Directory administration, including user accounts, distribution lists, and security groups.
• Provide email support for MS Outlook, including PKI encryption and profile configurations.
• Manage Windows security configurations, software installations, upgrades, and patching.
• Ensure endpoint protection through antivirus updates and network security practices.
• Support Windows, MS Office, and custom applications.
• Support clinical and specialized applications and ensure the team is equipped to troubleshoot both standard and mission‑specific tools.
• Develop and maintain SOPs, workflows, training materials, and knowledge documentation, ensuring staff adherence to…