EEOC - Helpdesk Manager

cFocus Software Incorporated • $90K — $110K *

Washington, DC 20011In-Person

Information Technology

Less than 5 years of experience

Today

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Job Overview by Ladders

Qualifications

5-7 years managing enterprise helpdesk or IT service desk for a diverse user base.
Strong understanding of ITIL principles and service management practices.
Proven experience in managing staff, performance, training, and service delivery.
Expertise in overseeing ticketing platforms like Zendesk and generating operational reports.
Ability to interpret and implement service contract requirements and quality standards.
Skills in creating and maintaining various operational and performance documentation.
Solid analytical skills for identifying service risks and implementing corrective actions.

Responsibilities

Lead daily operations of the Enterprise Helpdesk and related IT services.
Plan and manage staffing and workloads to ensure operational coverage.
Implement ITIL practices for incident, request, and problem management.
Monitor service desk tools for ticket metrics and trends.
Ensure timely resolution of urgent incidents by following proper escalation procedures.
Track performance metrics against established service levels and initiate improvements.
Develop and maintain operational reports and documentation for management review.

Benefits

Work onsite in Washington, DC, providing a stable work environment.
Opportunities for career growth within a federal support framework.
Engage with a diverse team dedicated to federal service and compliance.
Potential for ongoing professional development and training.
Involvement in high-impact projects for the Equal Employment Opportunity Commission (EEOC).

Full Job Description

cFocus Software seeks a Helpdesk Manager to join our program supporting the Equal Employment Opportunity Commission (EEOC). This position is onsite in Washington, DC. This position requires a Public Trust or the ability to obtain a public trust clearance.
Qualifications:

Demonstrated experience managing an enterprise helpdesk or IT service desk supporting geographically dispersed users, multiple technical functions, and defined service levels.
Demonstrated knowledge of ITIL-aligned service management, including incident, request, problem, change, escalation, knowledge, and continual-improvement practices.
Experience managing staffing, schedules, workload, performance, training, and service coverage in a customer-facing technical support environment.
Experience administering or overseeing an IT service-management/ticketing platform such as Zendesk and producing accurate operational, SLA, KPI, trend, and customer-service reports.
Ability to interpret contractual service requirements, AQLs, performance measures, ticket-priority thresholds, and deliverable deadlines and translate them into operational controls.
Experience developing and maintaining management, staffing, transition, quality-control, escalation, contingency, SOP, knowledge-management, and performance-reporting artifacts.
Strong analytical and problem-solving skills with the ability to identify service risks, recurring defects, root causes, performance trends, and corrective actions.
Strong leadership, customer-service, written communication, briefing, facilitation, and stakeholder-management skills.
Working knowledge of enterprise end-user computing, Microsoft environments, systems administration, information security, AV/VTC services, asset management, and technical support operations.
Professional command of the English language and the ability to produce complete, concise, accurate, and timely documentation and reports.
Ability to support an on-site Federal operating environment, approved emergency or weekend coverage, and occasional local or domestic travel when required.
Must currently possess or be able to favorably complete the required five-year employment background investigation for a Public Trust position, normally initiated through Standard Form 85P, and meet applicable OPM suitability standards.

Duties:

Direct daily Enterprise Helpdesk operations and coordinate systems administration, business analysis, AV/VTC, event-support, and related service activities across EEOC Headquarters and field offices.
Plan, assign, and monitor staffing and workload to maintain qualified coverage throughout the required operating window and meet work-order requirements.
Lead ITIL-aligned incident, request, problem, change, knowledge, escalation, and continual-improvement processes.
Monitor Zendesk or other approved IT service-management tools for ticket volume, queue length, priority, aging, updates, escalations, resolution, and customer-impact trends.
Review ticket documentation and resolution quality; provide required Helpdesk Manager approvals; and ensure tickets are closed in accordance with EEOC procedures.
Ensure urgent, critical, and complex incidents are assigned, communicated, escalated, and resolved within applicable service thresholds, including Government notification requirements.
Establish and maintain escalation procedures that identify, prevent, correct, and reduce recurrence of defective or delayed services.
Track performance against PWS service levels, acceptable quality levels, key performance indicators, and customer-satisfaction standards; initiate corrective and preventive actions when results fall below target.
Develop, configure, validate, and maintain reproducible service metrics and reports using Zendesk and other approved reporting sources.
Prepare and submit daily operational updates, weekly Helpdesk reports, monthly performance reports, customer meeting minutes, and ad hoc status reports with complete and accurate data.
Analyze ticket volumes, service categories, recurring issues, major problem areas, developing trends, support-group handoffs, and new metrics that may improve OCIO service delivery.
Develop and maintain the Program Management Plan components applicable to operations, including staffing, transition, quality control, escalation, and contingency plans.
Lead transition-in and transition-out activities, knowledge transfer, Government-furnished equipment coordination, documentation transfer, and continuity of operations while minimizing service disruption.
Develop, implement, test, and maintain Helpdesk contingency procedures for emergency or Government closures, including timely coverage notifications and status updates.
Maintain current Helpdesk standard operating procedures and oversee a Government-accessible knowledge repository, access controls, monthly updates, content reviews, and corrective actions.
Oversee Government-furnished equipment accountability, inventory reporting, status changes, and immediate reporting of missing property to the COR or appropriate OCIO management.
Coordinate security-incident support with EEOC Information Assurance, OCIO management, rapid-response teams, and technical personnel; ensure required incident reporting and mitigation resources are provided.
Manage personnel performance, coaching, cross-training, annual skills development, schedule coordination, and timely replacement of Key Personnel or other staff when required.
Facilitate operational and customer meetings; document decisions, action items, risks, dependencies, and follow-up activities; and maintain constructive relationships with EEOC stakeholders.
Coordinate with the COR, OCIO/MSMD/CSB Branch Chief, field-office coordinators, technical teams, vendors, and support groups to resolve issues and meet mission priorities.
Support approved work orders, special projects, technology changes, acquisitions, migrations, and service enhancements within the PWS scope.

About cFocus Software Incorporated

Established in 2006, cFocus Software has provided IT services to Federal Government agencies for over 10 years. And they’re just getting started! Follow us as they continue to innovate and serve their federal government customers.

cFocus Software Incorporated Careers

Joining cFocus Software Incorporated presents an unparalleled opportunity to become part of a leading team of professionals dedicated to pioneering innovations in the technology sector. As a company renowned for its commitment to excellence and growth, cFocus Software Incorporated offers a range of job opportunities designed to empower career advancement and professional development.

Explore Career Opportunities

cFocus Software Incorporated is actively hiring and offers a variety of positions that cater to a range of skills and experiences. Whether you're looking for an entry-level role or a senior leadership position, cFocus Software Incorporated provides a platform to enhance your career. Explore open positions that align with your professional interests and expertise.

Innovative Work Environment

cFocus Software Incorporated is committed to innovation and leadership in the technology industry. The company encourages a culture of creativity and problem-solving, where each team member’s contribution is valued. Professionals at cFocus Software Incorporated work on cutting-edge projects that push the boundaries of technology and have a lasting impact on clients and communities.

Professional Growth and Development

cFocus Software Incorporated believes in nurturing the growth of its employees through comprehensive professional development and diversity training programs. These initiatives ensure that every team member has the tools and knowledge necessary to succeed. Employees are encouraged to take on challenging projects that foster personal and professional growth.

Internship Programs

For those starting their careers, cFocus Software Incorporated offers internship programs that provide a robust foundation in technology and business practices. Interns gain hands-on experience, working alongside seasoned professionals and participating in projects that offer real-world applications and outcomes.

Benefits and Culture

cFocus Software Incorporated is dedicated to supporting its employees with a competitive array of benefits. The company prioritizes work-life balance, health, and well-being, ensuring that the team can perform at its best. cFocus Software Incorporated's inclusive culture promotes diversity and equal opportunity, making it a great place to work for individuals from all backgrounds.

Networking and Leadership Opportunities

Employees at cFocus Software Incorporated have numerous opportunities to engage in networking and leadership activities. These opportunities allow for career advancement and the development of new skills through interaction with industry leaders and peers.

Applying for a Position

To apply for a position at cFocus Software Incorporated, candidates should prepare their resume to highlight relevant experience and skills. The interview process is designed to assess fit both for the role and the company culture. cFocus Software Incorporated seeks passionate, curious, and innovative team players who are ready to drive change.

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Size

11 employees

Industry