Helpdesk Manager - General Team

Edgewater Federal Solutions • Alexandria, VA

1d

About The Position

General Team Leads provide administrative oversight for a team of 7–8 Help Desk Analysts supporting Tier 1 inquiries from DoD travelers in a 24/7 environment. The role ensures adherence to established procedures, manages workflow standards, and applies independent judgment to maintain service quality and operational continuity.

Requirements

• U.S. Citizenship and active Secret clearance.
• Minimum 2 years of experience in a contact center, help desk, or customer service supervisory or lead role.
• Demonstrated ability to coach, mentor, and develop team members in a fast-paced environment.
• Comfort working rotating shifts, including evenings, weekends, and holidays, to support 24/7 operations.
• Bachelor’s degree or equivalent combination of education and experience.
• Strong communication skills and a commitment to delivering excellent customer service.

Nice To Haves

• Experience with the Defense Travel System (DTS) or military/DoD travel support.
• Familiarity with ticket management systems (Oracle Service Cloud, ServiceNow, or similar).
• Experience with NICE CXone or similar ACD platforms.
• Current TAC analysts with strong performance records and leadership initiative are encouraged to apply.
• Prior experience on a government contract supporting DoD end users.

Responsibilities

• Oversee Tier 1 support workflows across phone, chat, and e-ticket channels, ensuring alignment with policies, SOPs, and quality standards.
• Analyze performance metrics (FCR, handle time, quality, CSAT) and implement improvements based on trends and operational insights.
• Serve as the administrative escalation point for complex issues, ensuring adherence to established procedures and escalation pathways.
• Maintain and update SOPs and knowledge-base content based on operational patterns, policy updates, and system enhancements.
• Coordinate cross-functionally with other General and Specialty Leads to ensure smooth shift transitions and consistent service delivery.
• Provide administrative leadership for staffing, workload distribution, documentation quality, and training needs.

What This Job Offers

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