IT Help Desk Manager

IT Help Desk Manager

IT Veterans is seeking an IT Help Desk Manager to join our team in Greenbelt, Maryland. This position offers a hybrid work environment, combining on-site support with remote flexibility, based on contract requirements and mission needs. In this role, you'll support our federal customers by delivering high-quality solutions that enhance mission performance and security. This position requires eligibility to obtain and maintain a Public Trust designation, which includes a background investigation.

About This Role:

The IT Help Desk Manager oversees the daily operations of the IT service desk in support of federal agency employees and contractors. This role ensures timely, effective, and secure technical support, manages help desk staff, enforces compliance with federal IT standards, and contributes to the overall mission success of the agency.

Key Responsibilities:

• Manage and supervise Tier 1, Tier 2, and Tier 3 IT help desk staff, ensuring consistent, high-quality service delivery.
• Oversee the IT ticketing system (e.g., ServiceNow, Remedy, Jira) for tracking incidents, service requests, and resolutions.
• Monitor and enforce Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and help desk metrics.
• Serve as the escalation point for complex or high-priority technical issues.
• Develop, maintain, and enforce Standard Operating Procedures (SOPs), policies, and guidelines aligned with federal IT standards.
• Provide coaching, mentoring, and training for help desk staff to enhance technical skills and customer service.
• Collaborate with federal program managers, IT teams, and contractors to resolve issues and optimize support processes.
• Ensure compliance with federal cybersecurity and IT mandates (e.g., NIST 800-53, FISMA, DHS directives).
• Support onboarding/offboarding of federal personnel and contractors, including account management and system access provisioning.
• Analyze recurring problems and recommend process improvements or automation to increase efficiency and service quality.
• Participate in IT governance, incident response, and audit preparation activities.
• Manage enterprise software administration including license management for Smartsheet (200), Tableau (550), GitHub (300), Qualtrics (94), NVivo (56)
• Oversee 50+ weekly service requests for enterprise tools with 99% SLA compliance
• Manage dual ServiceNow instances (ACF Tech internal + HHS department-wide)
• Coordinate enterprise tool support across Zendesk, direct emails, shared mailboxes, phone, chat, and Smartsheet channels
• Support system integrations, updates, and security authorizations in system owner capacity

Qualifications and Skills:

Bachelor's degree in Information Technology, Computer Science, or related field (Master's preferred). 5+ years of IT help desk or service management experience, including supervisory or managerial experience. Strong knowledge of ITIL/ITSM frameworks, help desk operations, and ticketing systems. Experience supporting federal IT environments or large-scale enterprise systems. Excellent leadership, communication, and customer service skills. Strong problem-solving and analytical abilities. Familiarity with federal cybersecurity standards and compliance requirements.

Desired Skills and Competencies:

ITIL Foundation or higher certification. PMP or project management experience is a plus. Experience with federal enterprise systems, cloud environments, or mission-critical IT infrastructure.

Additional Information:

Must be able to obtain a Public Trust. Must be a U.S. Citizen. At IT Veterans LLC, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information, military and veteran status, and any other characteristic protected by applicable law. We believe that diversity and inclusion among our teammates is critical to our success.