Help Desk Manager – Federal IT Operations

NetImpact Strategies • Alexandria, VA

1d

About The Position

NetImpact Strategies is seeking an experienced Help Desk Manager to oversee and optimize Help Desk operations for all support tiers. You will manage ticket queues, enforce OneStop SLAs and processes, and leverage ServiceNow workflows to drive continuous service improvements. Your leadership will ensure efficient workload distribution, performance reporting, and high service quality.

Requirements

• Bachelor’s degree in Computer Science, Information Systems, Engineering, Mathematics, or related field; equivalent experience plus certifications considered.
• Minimum 10 years managing or supporting Federal IT support operations.
• Proven experience with ServiceNow administration, ticket management, workflows, and reporting.
• Strong understanding of SLAs, operational metrics, and performance KPIs like SLA compliance, escalation rate, and first-call resolution.
• Excellent leadership, coaching, analytical, and stakeholder communication skills.

Nice To Haves

• Experience in federal agency IT support environments.
• Certifications in ITIL, ServiceNow System Administration, or IT Service Management.
• Prior involvement in designing automated workflows and dashboards within ServiceNow.
• Familiarity with performance metrics and service level management best practices.

Responsibilities

• Oversee ticket queue management and assignment across Tier 1–Tier 3 support to ensure SLA adherence.
• Monitor performance metrics (e.g., SLA compliance, escalation rate, first-call resolution) and report trends.
• Implement and refine daily workflows and escalation protocols within ServiceNow.
• Develop and deploy end-user satisfaction surveys aligned with service level objectives.
• Lead continuous service improvement initiatives by analyzing operational data and updating procedures.
• Configure ServiceNow templates, dashboards, and automation to improve support efficiency.
• Train, coach, and mentor Help Desk staff to uplift service standards and technical proficiency.

Benefits

• Your health comes first – we offer comprehensive medical, dental, & vision insurance that starts the first of the month after you join the team
• Invest in your future – 401(k) Plan – Immediately vested employer contributions; no matching required
• Work hard, play hard – we offer a generous Paid Time Off (PTO) policy and observe ALL ten (10) federal holidays
• Pawsitively pawesome – Pet Insurance (because our little critters are part of our families, too!)
• Invest in your education – Tuition reimbursement, internal training programs, & company-sponsored industry certifications
• Be part of a dynamic and collaborative work environment recently ranked by The Washington Post as a Top Work Place in 2019 & 2020!
• Have fun and celebrate and give back – Team building activities, community volunteering, quarterly HQ days, & an offsite annual awards banquet

What This Job Offers

• Job Type: Full-time
• Career Level: Manager