Help Desk Manager

Overview

The Help Desk Manager is responsible for overseeing help desk operations and ensuring customer satisfaction for the Defense Nuclear Facilities Safety Board (DNFSB).

• Plan and implement the appropriate IT capacity (Resource Capacity Management, Service Capacity Management, and Business Capacity Management) while helping ensure that information & technology services achieve expected levels of performance.
• Manage and mentor service desk staff, ensuring they are well‑trained and equipped to handle inquiries and technical issues effectively.
• Oversee the daily operation of the service desk to include monitoring performance metrics and service level agreements (SLAs).
• Responsible for identifying and implementing service improvement initiatives.
• Coordinate with other IT sections to resolve issues and ensure that the service desk continually evolves to meet changing business needs.
• Analyze performance data to identify trends and areas of improvement to provide regular reports to management on service desk performance.

Required:

• Bachelor's Degree with 5 years of experience in IT support
• 2 years of support as a Help Desk Manager
• ITIL v4 Certified
• Secret Clearance

Preferred:

• Experience in implementing ITIL-based methods of using industry‑recognized Service Desk ticket management software.

• Medical, Dental & Vision Insurance
• Flexible Spending Accounts
• Short-Term and Long-Term Disability Insurance
• Life Insurance
• Paid Time Off & Holidays
• Earned Bonuses & Awards
• Professional Training Reimbursement
• Employee Assistance Program

Equal Opportunity Employer/Protected Veteran/Disability