Help Desk Manager
About The Position
This role represents an ideal fusion of strategic helpdesk leadership and technical expertise, where one would orchestrate comprehensive support services for the Electronic Contract Writing Module and DoD contracting systems while maintaining exceptional service standards and driving continuous improvement. In this capacity, one could leverage deep ITIL v4 framework knowledge and multi-tier support models to optimize incident management and problem resolution processes, utilizing advanced platforms like ServiceNow and JIRA Service Management for efficient workflow automation and knowledge management. The position would benefit from extensive technical systems understanding spanning hardware architecture, software integration, and cloud platforms including Appian, Microsoft stacks, and AWS/Azure environments, enabling effective troubleshooting across diverse technology landscapes. Through proven leadership capabilities, this individual could build and mentor high-performing teams while implementing robust workforce planning and professional development programs that foster service excellence. Advanced incident coordination and crisis management skills would ensure rapid response to critical issues through systematic root cause analysis and comprehensive escalation procedures that maintain operational continuity. Strong process improvement expertise would drive data-driven enhancements using Lean and Six Sigma methodologies to optimize resolution times and customer satisfaction while developing quality assurance programs and knowledge resources. Exceptional stakeholder management abilities would facilitate positive relationships with contracting officers, program managers, and senior leadership, while knowledge of emerging technologies and cybersecurity considerations would position operations at the forefront of innovative support solutions that enhance user experience and operational effectiveness.
Requirements
- Bachelor's degree.
- Five (5) years relevant experience.
- Strong experience in computer hardware and software systems.
- Understands how programs use computer hardware.
- Manages helpdesk operations.
- Relevant certification from a nationally recognized technical authority.
- Must possess IT-II Non-Critical Sensitive security clearance or Tier 3 (T3) at time of proposal submission.
Nice To Haves
- Deep ITIL v4 framework knowledge.
- Experience with multi-tier support models.
- Proficiency with ServiceNow and JIRA Service Management.
- Extensive technical systems understanding spanning hardware architecture, software integration, and cloud platforms including Appian, Microsoft stacks, and AWS/Azure environments.
- Proven leadership capabilities.
- Advanced incident coordination and crisis management skills.
- Strong process improvement expertise using Lean and Six Sigma methodologies.
- Exceptional stakeholder management abilities.
- Knowledge of emerging technologies and cybersecurity considerations.
Responsibilities
- Orchestrate comprehensive support services for the Electronic Contract Writing Module and DoD contracting systems.
- Maintain exceptional service standards and drive continuous improvement.
- Optimize incident management and problem resolution processes using ITIL v4 framework and multi-tier support models.
- Utilize advanced platforms like ServiceNow and JIRA Service Management for efficient workflow automation and knowledge management.
- Troubleshoot across diverse technology landscapes, including hardware architecture, software integration, and cloud platforms (Appian, Microsoft stacks, AWS/Azure).
- Build and mentor high-performing teams.
- Implement robust workforce planning and professional development programs.
- Ensure rapid response to critical issues through advanced incident coordination and crisis management.
- Conduct systematic root cause analysis and comprehensive escalation procedures.
- Drive data-driven enhancements using Lean and Six Sigma methodologies.
- Develop quality assurance programs and knowledge resources.
- Facilitate positive relationships with contracting officers, program managers, and senior leadership.
- Stay knowledgeable about emerging technologies and cybersecurity considerations.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
