Help Desk Manager

E Logic • Washington, DC

9h • Onsite

About The Position

E-logic is seeking a Help Desk Manager to lead an onsite IT customer service team supporting over 4,000 users across the Deputy Under Secretary of the Navy (Management) - Information Technology Division (DUSN (M) ITD). The role involves overseeing daily operations, managing technical staff, ensuring compliance with ITIL frameworks, and driving the team to meet strict government service level agreements within the National Capital Region (NCR). This position is part of a proposal for DUSN (M) ITD, and hiring is contingent upon the selection of the consultant. Selected candidates will be included in the proposal and must authorize the use of their resume for submission.

Requirements

• At least 5 years of proven experience in IT support environments, with demonstrated leadership or supervisory experience.
• Must hold a current ITIL v4 certification.
• Excellent team leadership, metric tracking, and professional communication skills.

Responsibilities

• Supervise daily help desk operations and technical staff to meet key performance indicators (e.g., 90% First-Call Resolution, 4-hour standard resolution time, 95%+ Customer Satisfaction).
• Oversee existing help desk tools (Crow Canyon) and help lead the team's operational migration to ServiceNow.
• Align all IT support processes, ticket logging, and metrics reporting with ITIL v4 standards.
• Compile technical performance data for Monthly and Quarterly Status Reports (MSR/QSR).
• Interact professionally with senior military and civilian leadership to resolve escalated high-priority issues.

What This Job Offers

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