Help Desk Manager Security Clearance

Position: Help Desk Manager with Security Clearance
Iron Bow Technologies is for people who believe trust is paramount, transformation is embraced, and the future is here, because "What we do matters!" We are a next generation solutions provider, delivering mission success across government, healthcare, and commercial industries. Iron Bow relies on our passionate people, long standing partnerships, and strategic thinking to solve your most critical challenges. Whether we team with clients, colleagues, or partners, we put each other first.

It’s The Iron Bow Way. THE HIGH LEVEL
Iron Bow Technologies is seeking an experienced Help Desk Manger to support an existing, long-term Federal Government customer, the Department of Justice (DOJ) Civil Division (CIV) to provide leadership and management for our DOJ Call Center operations, which supports the DOJ user community 7 days/week. Our DOJ-dedicated Call Center is in Herndon, VA. Our Help Desk Manager partners with the contract leadership to support and ensure oversight of contract requirements, operability, coordination, and reporting.

The Help Desk Manager will engage with other program Leads to ensure teamwide collaboration and messaging. This position requires onsite work at our Call Center. There are times with the Manager will need to support an event or special project at a DOJ site in Washington, DC. Once acclimated into the program, there may be an opportunity to move to a hybrid work schedule.

It’s important to keep in mind a hybrid schedule is based on customer approval and authorization. WHAT YOU’LL BE DOING
The Help Desk Manager provides daily oversight and guidance with a team of Help Desk Tier 1 Technicians responsible for consistently delivering customer support that focuses on ensuring the DOJ CIV staff can remain productive and are provided with responses that are technically accurate. The Team leverages DOJ’s documented guidelines and standard operating procedures (SOPs) as needed, including the appropriate incident escalation to on the teams on the contract.

You bring the talent and experience that results in maintaining a team of qualified Tier 1 Technicians, this including candidate interviewing and selection. Other responsibilities include:

- Understanding our client’s business needs and continually strive to meet these needs
- Daily communication and collaboration with the Tier 1 Help Desk Team, your team
- Using daily call stats, assess where staff may be struggling and offer coaching and guidance to help position all Tier 1 team members to be successful
- Give recognition and praise where appropriate – we do get messages of appreciation from customers for outstanding support, and we want to ensure that messaging also gets back to the staff member(s)
- Engaged with DOJ CIV leadership and program/contract leadership – be prepared to provide status to senior leaders, through both verbal and presentation
- Produce daily, weekly, and monthly ACD and ITSM ticket stats and status – identify opportunities to improve how data is presented as well as have input into dashboard design and improvement
- Manage and support the creation and update of SOPs that are specific to the Tier 1 Help Desk operations, including a focus to pull solutions to the Help Desk that increase opportunities for resolution at Tier 1
- Coordinate team wide scheduling to for staffing coverage across all work shifts, 7 days/week
- Understanding our ACD workflow and keeping a pulse on potential workflow improvements that focus on opportunities to elevate our customer’s experience
- You will be working directly with Federal DOJ CIV Customer Service Team regarding customer issues and items that influence customer service and customer satisfaction WHAT YOU BRING TO THE TABLE
- You bring a minimum of 8 years of experience overseeing/leading help desk environments that are dedicated to delivering positive customer experiences
- Excellent verbal and written communication skills - ability to effectively communicate with all levels of the project team, and with company/contract leadership
- You have experience leading Help Desk Teams that use a formal ACD
- Knowledge and experience leading a team that uses a formal ITSM for incident…