Service Desk Manager

Overview

The Helpdesk Manager will lead and manage a team of Service Desk Technicians providing Tier 1 support for federal clients in a 24×7 environment. This fully remote role requires strong leadership, operational oversight, and adherence to ITIL best practices. The manager ensures service levels are met, escalations are handled effectively, and continuous improvement initiatives are implemented across Incident Management, Problem Management, and Knowledge Management.

Occasional travel may be required to meet with customer representatives.

• Manage and mentor Tier 1 Service Desk Technicians, ensuring that all government mandated SLAs and internal KPIs are met or exceeded.
• Oversee scheduling and staffing for 24x7x365 coverage.
• Monitor First Call Resolution and speed of answer.
• Work with field services and outside groups to ensure expedient and accurate routing of tickets that cannot be handled by tier 1.
• Follow ITIL best practices for Incident Management, ensuring Incident Management Team follows proper escalation protocols and has the necessary resources to facilitate stand up calls for incident resolution. Work with customer to ensure compliance of outside groups as necessary.
• Follow ITIL best practices for Problem Management, ensuring Problem Management Team has sufficient resources to perform Root Cause Analysis. Work with customer to ensure that other groups provide sufficient cooperation and information to assist with Problem Management function.
• Follow ITIL best practices for Knowledge Management, ensuring that the knowledge base is accurate and continually improved.
• Follow ITIL best practices for Service Request Management, ensuring that requests are handled in a timely manner and escalated or assigned to the proper group in a timely manner.
• Ensure that all weekly, monthly, quarterly and ad hoc reports are accurate and completed before deadline.
• Monitor productivity and work compliance of all remote workers.
• Ensure proper training of incoming agents.
• Have virtual weekly and on demand meetings with customer representatives and collaborate with them to ensure that all needs are met.
• Ensure that security incidents are handled in compliance with customer requirements.
• Work with PMO resource manager to ensure proper assignment and tracking of government provided assets.
• Ensure that VIP customers are provided with enhanced support per customer requirements.
• Oversee Account Management Group, ensuring that they meet all customer requirements.
• Ensure follow-up on low customer survey scores, and any other reported issues.

Requirements:

• Bachelors degree with 8-12 years of experience.
• Minimum 3 years of IT Service Desk experience, with an additional 2 years in a leadership role.
• Minimum 3 years of hands‑on experience implementing and managing ITIL practices, including Incident, Problem, and Knowledge Management.
• Strong understanding of ITSM tools and ITIL framework.
• Ability to manage remote teams effectively in a 24×7 environment.
• ITIL 4.0 foundation certification.
• Help Desk Institute or Service Desk Institute certification.

• MCSA Office 365 certification

Clearance required:

Must be able to obtain and hold a public trust clearance

GovCIO is a team of transformers–people who are passionate about transforming government IT. Every day, we make a positive impact by delivering innovative IT services and solutions that improve how government agencies operate and serve our citizens.

But we can’t do it alone. We need great people to help us do great things – for our customers, our culture, and our ability to attract other great people. We are changing the face of government IT and building a workforce that fuels this mission. Are you ready to be a transformer?

If you are selected to move forward through the process, here’s what you can expect:

• During the Interview Process
• Virtual video interview conducted via video with the hiring manager and/or team
• Camera must be on
• A valid photo  be presented during each interview
• During the Hiring Process
• Enhanced Biometrics  screening
• Background check, to include:
• Criminal history (past 7…