Help Desk Manager

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.

Iron Bow Technologies is seeking an experienced Help Desk Manager to support our long-term Federal Government customer, the Department of Justice (DOJ) Civil Division (CIV). In this role, you will lead and manage Help Desk operations supporting the DOJ user community seven days a week.

You will provide day-to-day leadership for our Tier 1 Help Desk team while partnering with contract and program leadership to ensure operational performance, contractual requirements, service levels, staffing, reporting, and customer satisfaction objectives are met. You will also collaborate with other program leads to ensure consistent communication and coordination across the broader program.

This position is onsite at our Herndon, VA Call Center and may occasionally require support at DOJ locations in Washington, DC. Once established in the role, there may be an opportunity for a hybrid schedule based on customer approval and authorization.

• Lead and provide daily oversight, coaching, and support to a team of Tier 1 Help Desk Technicians.
• Ensure the team consistently delivers responsive, technically accurate, and customer-focused support in accordance with DOJ guidelines, standard operating procedures (SOPs), and escalation processes.
• Monitor daily call volumes, ticket activity, service levels, and individual performance to identify trends, address performance gaps, and improve team effectiveness.
• Manage staffing and scheduling to maintain appropriate Help Desk coverage across all shifts, seven days a week.
• Partner with DOJ CIV leadership and Iron Bow program and contract leadership to address operational needs, customer issues, and service improvements.
• Prepare and communicate operational status and performance information to program, contract, and senior customer leadership.
• Produce and analyze daily, weekly, and monthly ACD and ITSM performance metrics, identifying trends and opportunities to improve reporting and dashboards.
• Monitor contractual SLAs and ensure performance is appropriately tracked, managed, and reported.
• Develop, maintain, and improve Tier 1 Help Desk SOPs, with a focus on increasing first-level resolution and improving the customer experience.
• Monitor ACD workflows and identify opportunities to improve call routing, processes, and overall service delivery.
• Review customer satisfaction survey results and feedback to identify opportunities to improve both service delivery and the customer experience.
• Recognize strong employee performance while providing ongoing coaching and development to help team members succeed.
• Participate in interviewing and selecting qualified Help Desk team members.
• Coordinate with third-party vendors as needed to troubleshoot ACD reporting, system issues, or other operational concerns.
• Foster communication and collaboration across the Help Desk and broader program team.

• 8+ years of experience leading or overseeing Help Desk, Service Desk, or Call Center environments focused on delivering a strong customer experience.
• Demonstrated experience managing, coaching, and developing Help Desk Technicians.
• Experience leading Help Desk operations using a formal Automatic Call Distribution (ACD) platform.
• Experience working with IT…