Help Desk Manager

Iron Bow Technologies•Herndon, VA

3d•Hybrid

About The Position

Iron Bow Technologies is seeking an experienced Help Desk Manager to support our long-term Federal Government customer, the Department of Justice (DOJ) Civil Division (CIV). In this role, you will lead and manage Help Desk operations supporting the DOJ user community seven days a week. You will provide day-to-day leadership for our Tier 1 Help Desk team while partnering with contract and program leadership to ensure operational performance, contractual requirements, service levels, staffing, reporting, and customer satisfaction objectives are met. You will also collaborate with other program leads to ensure consistent communication and coordination across the broader program. This position is onsite at our Herndon, VA Call Center and may occasionally require support at DOJ locations in Washington, DC. Once established in the role, there may be an opportunity for a hybrid schedule based on customer approval and authorization.

Requirements

8+ years of experience leading or overseeing Help Desk, Service Desk, or Call Center environments focused on delivering a strong customer experience.
Demonstrated experience managing, coaching, and developing Help Desk Technicians.
Experience leading Help Desk operations using a formal Automatic Call Distribution (ACD) platform.
Experience working with IT Service Management (ITSM) platforms for incident recording, tracking, escalation, and reporting.
Experience managing Help Desk operations with defined contractual reporting requirements, including daily, weekly, and monthly performance metrics.
Strong understanding of contractual Service Level Agreements (SLAs), including monitoring, managing, and reporting performance against established requirements.
Experience coordinating staffing and work schedules for Help Desk operations supporting seven-day-a-week coverage.
Ability to analyze call, ticket, and customer satisfaction data and translate findings into operational improvements.
Strong customer service orientation with the ability to identify and solve client business and operational needs.
Excellent written and verbal communication skills with the ability to communicate effectively with employees, program leadership, senior leaders, and government customers.
Strong collaboration skills and the ability to work effectively across multiple program teams and stakeholders.
Proficiency with Microsoft Office applications, including Excel, Word, and SharePoint.
Bachelor's degree in Computer Science or a related discipline.
CCSP (Certified Customer Service Professional) certification or equivalent at time of hire, or ability to obtain within 60 days of start.
Microsoft certification at time of hire or ability to obtain within 60 days of start.
Existing MD-100 or Google IT Support certification may be considered as a substitute.
Active Secret clearance required.

Nice To Haves

Knowledge of ITIL, CMMI, and ISO best practices is preferred.

Responsibilities

Lead and provide daily oversight, coaching, and support to a team of Tier 1 Help Desk Technicians.
Ensure the team consistently delivers responsive, technically accurate, and customer-focused support in accordance with DOJ guidelines, standard operating procedures (SOPs), and escalation processes.
Monitor daily call volumes, ticket activity, service levels, and individual performance to identify trends, address performance gaps, and improve team effectiveness.
Manage staffing and scheduling to maintain appropriate Help Desk coverage across all shifts, seven days a week.
Partner with DOJ CIV leadership and Iron Bow program and contract leadership to address operational needs, customer issues, and service improvements.
Prepare and communicate operational status and performance information to program, contract, and senior customer leadership.
Produce and analyze daily, weekly, and monthly ACD and ITSM performance metrics, identifying trends and opportunities to improve reporting and dashboards.
Monitor contractual SLAs and ensure performance is appropriately tracked, managed, and reported.
Develop, maintain, and improve Tier 1 Help Desk SOPs, with a focus on increasing first-level resolution and improving the customer experience.
Monitor ACD workflows and identify opportunities to improve call routing, processes, and overall service delivery.
Review customer satisfaction survey results and feedback to identify opportunities to improve both service delivery and the customer experience.
Recognize strong employee performance while providing ongoing coaching and development to help team members succeed.
Participate in interviewing and selecting qualified Help Desk team members.
Coordinate with third-party vendors as needed to troubleshoot ACD reporting, system issues, or other operational concerns.
Foster communication and collaboration across the Help Desk and broader program team.