Help Desk Manager

CACI International•Atlanta, GA

2d•$73,800 - $155,100•Onsite

About The Position

CACI seeks an experienced Help Desk Manager with strong leadership, organizational, technical, and communication skills to oversee user support operations for CDC’s National Healthcare Safety Network (NHSN). The Help Desk Manager will provide day-to-day operational leadership and supervision of User Support Specialists, ensure consistent execution of Help Desk processes, monitor service performance, and support effective resolution of user issues. The manager will also maintain hands-on proficiency with NHSN and ServiceNow and contribute directly to user support as operational needs require.

Requirements

BA/BS + Five (5) years relevant experience.
Demonstrated NHSN experience and proficiency with NHSN User, Facility, and Group administration functions.
Experience supervising or leading a help desk, customer support, technical support, or similar operational team.
Strong written and verbal communication skills.
Strong organizational, problem-solving, and decision-making skills.
Ability to manage multiple priorities and maintain effective operational oversight in a fast-paced support environment.
Proficiency with ServiceNow or comparable help desk/service-management platforms.
Appropriate ServiceNow certification or ability to obtain certification within the timeframe established by CACI or program leadership.
Must be highly detail-oriented, organized, proactive, and accountable.
Must be able to obtain and hold a Public Trust Level 5 clearance.

Nice To Haves

Experience managing a help desk or user support operation in a federal government or public health environment.
Experience with ServiceNow reporting, analytics, case management, and knowledge-management capabilities.
Experience implementing SOP-driven processes, operational controls, quality-management activities, or continuous improvement initiatives.
Knowledge of IT service-management principles and practices.

Responsibilities

Manage day-to-day NHSN Help Desk operations and maintain accountability for consistent, effective service delivery.
Monitor ticket volume, workload, service performance, backlog, and emerging operational issues.
Ensure Help Desk activities are performed in accordance with approved SOPs, workflows, Service Level Agreements (SLAs), and other established requirements.
Participate directly in user support and ticket resolution as needed to maintain technical proficiency and support operational demands.
Troubleshoot and resolve user issues and coordinate or escalate matters requiring additional technical or subject matter expertise.
Identify recurring issues, service gaps, and opportunities to improve Help Desk processes and customer experience.
Provide direct supervision and day-to-day leadership to a team of User Support Specialists.
Establish and reinforce expectations for performance, customer service, documentation, and adherence to established processes.
Monitor staff performance and provide regular coaching, feedback, and support.
Complete required employee performance evaluations, timecard approvals, and other supervisory responsibilities.
Support staff training, professional development, and ongoing technical proficiency.
Maintain awareness of staffing, workload, and personnel concerns and communicate significant issues to Project Management.
Implement and reinforce approved SOPs, operational controls, and process changes.
Ensure Help Desk activities, decisions, risks, issues, and resolutions are appropriately documented.
Provide timely and substantive reporting on operational status, performance, risks, issues, and staffing concerns.
Identify and escalate operational risks and issues in a timely manner.
Support audits, quality reviews, corrective actions, and continuous improvement activities.
Coordinate with Project Management, Functional Area Leads, subject matter experts, and other stakeholders to support effective Help Desk operations.
Maintain strong working knowledge of NHSN applications, user support processes, and supported functional areas.
Maintain hands-on proficiency with NHSN User, Facility, and Group administration functions in order to guide staff, troubleshoot user issues, and support accurate and consistent case resolution.
Maintain proficiency in ServiceNow case management, assignment and triage, reporting and analytics, knowledge management, and other capabilities used by the Help Desk.
Use NHSN and ServiceNow knowledge to provide informed guidance to staff and identify issues requiring additional technical or subject matter expertise.
Use ServiceNow data and reporting tools to support workload management, performance monitoring, and operational decision-making.
Promote consistent use of ServiceNow and established service-management practices across the Help Desk team.