IT Helpdesk Manager; San Francisco

Position: IT Helpdesk Manager (San Francisco)
Marathon TS is looking for an experienced and upbeat IT Helpdesk Manager to lead daily IT support operations for an Environmental Protection Agency (EPA) contract in San Francisco, CA. This role is perfect for someone who thrives on delivering exceptional customer service, optimizing processes, and guiding a team of technicians to consistently high performance.

** Offer is contingent upon contract award

Work location: Onsite
Clearance: Ability to successfully complete a government background investigation

Responsibilities

• Lead the daily operations of the IT Helpdesk, ensuring timely, accurate, and customer-focused support across all EPA end users
• Oversee ticket queues, service levels, escalations, and workload distribution to maintain strong performance and compliance with contract requirements
• Serve as the primary point of contact for customer communication, leading review sessions focused on service performance, trends, and improvement opportunities
• Coordinate system updates, rollouts, and integrations in collaboration with engineering, cybersecurity, and infrastructure teams
• Develop and maintain Helpdesk procedures, documentation, and knowledge base resources
• Manage staffing, training, and professional development for Helpdesk personnel
• Monitor technical, operational, and schedule milestones to ensure alignment with contractual obligations
• Identify areas for process optimization and propose improvements to enhance user experience and operational efficiency
• Support proposal development, planning activities, and technology roadmap discussions when expanding services or introducing new capabilities
• Ensure compliance with all EPA, federal, and ADSL policies related to IT operations, security, and reporting

Requirements

• ITIL v3 Expert and/or ITIL 4 Managing Professional
  10 years of experience managing IT Support Services with scope and complexity.
• Proven ability to manage a technical support team in a fast-paced environment
• Strong understanding of Helpdesk operations, modern ticketing systems, and IT service management (ITSM) frameworks
• Excellent communication and customer-relationship skills with the ability to interface effectively with government stakeholders
• Experience coordinating technical projects or system implementations
• Strong problem-solving skills with the ability to balance technical, operational, and customer priorities
• US citizenship to meet contract requirements and successfully complete a government issued background investigation

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Marathon TS is committed to the development of a creative, diverse and inclusive work environment. In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Marathon TS will be based on merit, qualifications, and abilities. Marathon TS does not discriminate against any person because of race, color, creed, religion, sex, national origin, disability, age or any other characteristic protected by law (referred to as "protected status ").