Position SummaryThe Service Desk Manager manages the day-to-day operations and staff of the internal IT Help Desk, ensuring employees receive prompt, effective technical support. This role owns team performance, staffing/scheduling, and service metrics, while partnering with IT leadership on process improvements and escalations.
Key Responsibilities - Directly supervise Help Desk Analysts/Technicians: scheduling, attendance, workload distribution, and shift coverage.
- Conduct performance reviews, set goals, and provide ongoing coaching and disciplinary action when needed.
- Own ticket queue management - ensure SLAs are met, tickets are properly triaged, and escalations are handled promptly.
- Serve as the primary escalation contact for unresolved or high-priority technical issues.
- Recruit, interview, and onboard new Help Desk staff.
- Develop and maintain Help Desk policies, procedures, and standard operating documentation.
- Analyze performance metrics (ticket volume, resolution time, CSAT, SLA compliance) and report to IT leadership.
- Monitor and support Tier 0 (self-service/chatbot) deflection effectiveness for internal users, coordinating on trends and improvement opportunities.
- Oversee IT onboarding/offboarding processes (accounts, equipment, access provisioning).
- Manage the Help Desk's ticketing system configuration, workflows, and reporting.
- Collaborate with Network, Security, and Systems teams on incident/problem management and IT projects.
- Identify trends in recurring issues and lead initiatives for root-cause resolution.
- Ensure adherence to security and compliance policies across all support activities.
- Manage vendor/tool relationships related to help desk operations as needed.
- Maintain staffing/coverage continuity plans to sustain internal Help Desk support during facility closures.
- Coordinate day-shift-to-night/weekend handoff with the Extended Hours team to ensure continuous ticket ownership across shift transitions.
Required Qualifications - 4-6+ years of experience in technical support/help desk operations with 2+ years of direct supervisory experience managing a support team.
- Secret Security Clearance
- Strong knowledge of Windows/macOS, Active Directory, Microsoft 365, networking fundamentals.
- Experience with ITSM/ticketing platforms (ServiceNow, Jira Service Management, Zendesk, etc.).
- Proven track record managing staff schedules, performance, and hiring.
- Excellent communication skills, both technical and interpersonal.
- Strong analytical skills with experience using metrics to drive team performance.
Preferred Qualifications - Bachelor's degree in IT, Computer Science, or related field (or equivalent experience).
- ITIL Foundation certification.
- CompTIA A+, Network+, or Security+ certification.
- Familiarity with automation/scripting (PowerShell) for process efficiency.
Compensation RangesCompensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.
DisclaimerThe preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
