Help Desk Manager

BTI•Washington, DC

About The Position

The Help Desk Manager will oversee Enterprise Help Desk operations supporting the U.S. Equal Employment Opportunity Commission. This position is responsible for managing daily service desk operations, supervising help desk personnel, allocating resources, monitoring ticket performance, and ensuring end-user technical issues are resolved within established service-level requirements. The Help Desk Manager will ensure contractor processes align with recognized IT service management best practices, including ITIL v4 and subsequent updates. The manager will also serve as the designated management authority for reviewing and approving escalated ticket resolutions and closures.

Requirements

Bachelor’s degree in Information Technology, Computer Science, Information Systems, Business Administration, or a closely related field.
Minimum of seven years of progressively responsible experience in IT support, technical support, help desk, or service desk operations.
At least three years of experience managing or supervising an enterprise help desk or service desk operation.
Demonstrated experience managing help desk personnel, staffing, schedules, workloads, escalations, ticket approvals, and resource allocation.
Experience monitoring and managing service-level agreements, operational performance metrics, ticket backlogs, and customer-service standards.
Experience using an enterprise ticketing or IT service management platform.
Demonstrated experience with ITIL-aligned incident management, service request management, escalation, problem management, resolution, and ticket-closure processes.
Experience preparing operational reports, analyzing service desk metrics, and implementing corrective or continuous-improvement actions.
ITIL v4 Foundation certification is required.

Nice To Haves

Additional relevant professional experience may be considered as a substitute for the degree if permitted by the contract.
Previous experience supporting a federal government agency or federal IT contract is preferred.
HDI Support Center Manager, HDI Support Center Team Lead, CompTIA Security+, or another relevant IT service management or technical support certification is preferred.

Responsibilities

Oversee the daily operations and performance of the EEOC Enterprise Help Desk.
Manage, supervise, and provide guidance to help desk personnel responsible for handling technical incidents, service requests, and end-user support.
Assign personnel and allocate resources based on ticket volume, priority, complexity, staffing availability, and service-level requirements.
Ensure contractor help desk processes align with recognized industry best practices, including ITIL v4 and subsequent updates.
Monitor the complete ticket lifecycle, including ticket assignment, prioritization, escalation, investigation, resolution, documentation, approval, and closure.
Review escalated tickets and provide required Help Desk Manager approvals for ticket resolutions and closures.
Ensure all ticket resolutions are properly documented and that required approvals are obtained from the Help Desk Manager or designated EEOC management before closure.
Ensure tickets are closed in accordance with established EEOC and contractual procedures.
Ensure at least 95% of assigned tickets are completed within required service levels.
Monitor ticket backlogs, aging tickets, response and resolution times, reopened tickets, escalation rates, and recurring technical issues.
Identify tickets at risk of exceeding service-level requirements and implement timely corrective actions.
Serve as the primary escalation point for complex, high-priority, sensitive, or unresolved technical incidents and service requests.
Coordinate escalated issues with EEOC management, technical teams, vendors, contractors, and other support groups as necessary.
Review ticket documentation for accuracy and completeness, including troubleshooting actions, resolutions, user communications, management approvals, and closure details.
Ensure help desk personnel provide professional, timely, courteous, and customer-focused support to EEOC employees and stakeholders.
Develop, maintain, and enforce help desk operating procedures, escalation processes, workflows, knowledge articles, and quality standards.
Analyze help desk data and performance trends to identify recurring issues, process gaps, training needs, and opportunities for service improvement.
Prepare operational reports and management briefings addressing ticket volume, service-level compliance, open and aging tickets, escalations, staffing, customer-service issues, and overall help desk performance.
Provide coaching, training, technical guidance, and performance feedback to help desk personnel.
Support continuous service improvement by recommending changes to staffing, tools, procedures, workflows, documentation, and service-delivery practices.
Ensure Enterprise Help Desk operations comply with EEOC policies, contractual requirements, information security procedures, and applicable quality standards.