Help Desk Manager

Plateau Software Inc • Fairfax, VA

3d

About The Position

Plateau GRP is seeking a highly motivated Help Desk Manager to oversee the daily operations of a helpdesk supporting a critical Air Force system. The ideal candidate will lead a team of Help Desk Analysts, ensuring exceptional customer service, technical support, and adherence to service level agreements (SLAs). This role requires strong leadership, analytical skills, and a passion for process improvement.

Requirements

• Minimum of 5 years in helpdesk or IT support roles, with at least 2 years in a supervisory or managerial capacity.
• Help Desk Management
• Customer Service Excellence
• Process Improvement
• Data Analysis & Reporting
• Strong communication and leadership abilities

Nice To Haves

• ITIL Foundation
• CompTIA A+ (IAT Level I)

Responsibilities

• Daily Operations Oversight: Ensure helpdesk is adequately staffed during designated working hours to meet SLAs and mission requirements.
• Team Leadership & Development: Supervise and mentor Help Desk Analysts, providing training, guidance, and performance feedback to enhance technical and customer service capabilities.
• Ticket Management & Escalation Monitoring: Monitor ticket queues and escalations, identify service trends or disruptions, and take corrective actions to ensure timely incident resolution.
• Process Improvement: Develop, implement, and continuously refine helpdesk procedures including ticket workflows, escalation protocols, knowledge base management, and reporting standards.
• Customer Satisfaction: Conduct regular customer satisfaction surveys, analyze feedback, and present findings using charts and graphs to the Program Manager.
• Performance Analysis: Analyze helpdesk metrics such as ticket volume, resolution times, and customer satisfaction to identify bottlenecks and opportunities for optimization.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed