Service Delivery Manager / Helpdesk Manager
About The Position
CODEplus is seeking an experienced Service Delivery Manager / Help Desk Manager to lead Service Desk operations supporting a federal government customer in Washington, DC. This position is on-site. The Service Delivery Manager is responsible for the overall management and performance of Service Desk operations and serves as a primary interface between CODEplus and Government stakeholders, including the Contracting Officer (CO), Contracting Officer’s Representative (COR), and agency/OCIO leadership. The manager will lead technical support personnel, oversee day-to-day service delivery, ensure compliance with service-level requirements, manage escalations, and drive continuous improvement of Service Desk processes and customer experience.
Requirements
- Significant experience managing a federal government IT Service Desk or Help Desk in a fast-paced IT operations environment.
- Strong leadership experience managing technical support personnel, competing priorities, escalations, and customer service requirements.
- Hands-on knowledge of ServiceNow, Microsoft 365, Windows 11, Azure, Cisco Secure Client, Zscaler, Apple iOS, networking, AV/telecommunications, and end-user computing technologies.
- Experience with ITSM processes, incident/problem management, knowledge management, SLA reporting, and operational performance metrics.
- Experience managing IT assets, desktop/device refreshes, imaging, deployment, inventory, security remediation, and decommissioning.
- Strong analytical, problem-solving, organizational, written, and verbal communication skills.
- Ability to interact professionally with senior Government officials, technical teams, end users, and contractor personnel.
Nice To Haves
- 10+ years of experience managing Service Desk/Help Desk operations and technical support personnel.
- Federal Government IT support experience; NLRB experience or knowledge is a plus.
- ITIL Foundation certification and demonstrated knowledge of ITIL/ITSM service management best practices.
Responsibilities
- Manage two Service Desks, including staffing, scheduling, workload assignments, performance, and service-level requirements.
- Supervise, mentor, and provide technical leadership to Service Desk and technical support personnel.
- Serve as the primary escalation point for complex customer and technical support issues.
- Work directly with Government leadership, COR, CO, OCIO personnel, and other contractors to address operational priorities and service delivery requirements.
- Monitor ServiceNow ticket activity, service demand, SLA performance, customer feedback, and operational metrics; develop reports and recommend improvements.
- Develop, review, and maintain Standard Operating Procedures (SOPs), knowledge articles, workflows, and technical support procedures.
- Support incident and problem management, new technology deployments, software/hardware testing, and OCIO projects.
- Oversee the IT Asset Management lifecycle for end-user computing devices, including receiving, inventory, imaging, testing, deployment, recovery, repair, refresh, and decommissioning.
- Ensure Service Desk activities comply with contract requirements, IT security requirements, federal policies, and IT service management best practices.
- Identify opportunities to improve processes, workflows, automation, service quality, and customer experience.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
