IT Helpdesk Manager

ASRC Federal•San Francisco, CA

2d•$97,792 - $122,272•Onsite

About The Position

Agile Decision Sciences LLC is seeking an experienced and upbeat IT Helpdesk Manager to lead daily IT support operations for an Environmental Protection Agency (EPA) contract in San Francisco, CA. This role is perfect for someone who thrives on delivering exceptional customer service, optimizing processes, and guiding a team of technicians to consistently high performance. Offer is contingent upon contract award.

Requirements

Bachelor’s degree (preferred) and a minimum of 6 years of related IT support or IT operational leadership experience, or an equivalent combination of education and experience
Proven ability to manage a technical support team in a fast-paced environment
Strong understanding of Helpdesk operations, modern ticketing systems, and IT service management (ITSM) frameworks
Excellent communication and customer-relationship skills with the ability to interface effectively with government stakeholders
Experience coordinating technical projects or system implementations
Strong problem-solving skills with the ability to balance technical, operational, and customer priorities
US citizenship to meet contract requirements and successfully complete a government issued background investigation

Responsibilities

Lead the daily operations of the IT Helpdesk, ensuring timely, accurate, and customer-focused support across all EPA end users
Oversee ticket queues, service levels, escalations, and workload distribution to maintain strong performance and compliance with contract requirements
Serve as the primary point of contact for customer communication, leading review sessions focused on service performance, trends, and improvement opportunities
Coordinate system updates, rollouts, and integrations in collaboration with engineering, cybersecurity, and infrastructure teams
Develop and maintain Helpdesk procedures, documentation, and knowledge base resources
Manage staffing, training, and professional development for Helpdesk personnel
Monitor technical, operational, and schedule milestones to ensure alignment with contractual obligations
Identify areas for process optimization and propose improvements to enhance user experience and operational efficiency
Support proposal development, planning activities, and technology roadmap discussions when expanding services or introducing new capabilities
Ensure compliance with all EPA, federal, and ADSL policies related to IT operations, security, and reporting