Help Desk Manager

Help Desk Manager

ManTech seeks a motivated, career and customer-oriented Help Desk Manager to join our team in the National Capital Region (NCR). This is a hybrid position. As a Help Desk Manager, this individual will lead the team providing essential technical assistance to government users, ensuring efficient resolution of IT issues. Their leadership will be key to maintaining high service levels and enhancing the productivity of federal personnel. Manages and supervises the overall functioning of the help desk operations. Direct and supervise staff providing call center support, service desk support, and switchboard operations support. Responsibilities include but are not limited to:

• Oversee the daily operations of the help desk team, ensuring efficient and effective delivery of desktop support services to government users in a multi-server environment.
• Manage help desk personnel, including hiring, training, performance evaluation, and scheduling.
• Develop and implement help desk policies, procedures, and service level agreements (SLAs) applying comprehensive knowledge of PC operating systems, knowledge of networking and electronic mail.
• Monitor help desk performance metrics and drive initiatives for continuous service improvement and customer satisfaction.
• Act as an escalation point for complex technical issues and ensure adherence to government security and compliance requirements.
• Works closely with the end-users to help resolve the most difficult trouble calls.
• Travels to a particular client site to help solve problems.

Minimum Qualifications:

• Bachelor's degree in a related field.
• 7+ years of related experience.
• Proven experience managing a help desk or service desk team within a government contract environment.
• Strong understanding of IT Service Management (ITSM) frameworks, particularly ITIL.
• Experience with various ticketing systems and remote support tools.
• Excellent leadership, communication, and interpersonal skills.

Preferred Qualifications:

• ITIL Foundation certification.

Clearance Requirements:

• Must possess active Secret Clearance
• Must be able to obtain a DHS Suitability

Physical Requirements:

• The person in this position must be able to remain in a stationary position 50% of the time. Occasionally move about inside the office to access file cabinets, office machinery, or to communicate with co-workers, management, and customers, via email, phone, and or virtual communication, which may involve delivering presentations.