Purpose:The Helpdesk Manager provides overall leadership and operational oversight for enterprise helpdesk services supporting a federal client. This position is responsible for daily helpdesk operations, staffing, quality control, customer satisfaction, service-level performance, reporting, escalation management, and compliance with contractual requirements.
Responsibilities:- Oversee daily helpdesk operations and service delivery.
- Serve as a primary interface with Government stakeholders.
- Manage staffing, workload, performance, and quality-control activities.
- Ensure compliance with contractual service-level requirements and quality standards.
- Develop and maintain the Project Management Plan, Management/Staffing Plan, Quality Control Plan, transition plans, and related deliverables.
- Prepare weekly and monthly operational reports.
- Manage ticket escalations, after-hours support, and contingency procedures.
- Monitor customer satisfaction and implement improvements when needed.
- Track service metrics, KPIs, SLAs, and quality results.
- Lead helpdesk staff and coordinate Tier 1, Tier 2, Tier 3, and other technical resources as required.
- Support Zendesk reporting and ITSM performance monitoring.
- Apply ITIL-based service-management practices.
- Maintain strong communication with client leadership and technical stakeholders.
Qualifications:- Demonstrated experience managing a helpdesk, service desk, or comparable IT-support program.
- Experience managing enterprise IT-support personnel and service delivery.
- Experience with staffing, escalation management, quality control, reporting, and customer-service performance.
- Experience developing management plans, staffing plans, transition plans, and quality-control documentation.
- Familiarity with Zendesk or comparable ITSM platforms.
- Knowledge of ITIL v4 service-management practices strongly preferred.
- ITIL certification preferred.
- PMP certification preferred.
- Ability to successfully complete and maintain a Public Trust background investigation.
