Helpdesk Team Manager

reputed company is seeking a dynamic and customer-reputed company Incident Management Team (Help Desk) Manager to reputed company our reputed company IT support operations. This role is critical to delivering high-reputed company, reputed company IT Support Services across one of our federal portfolios.

The reputed company purpose of this role is to reputed company the daily operations of the incident management team, ensuring that reputed company Operations and Maintenance (O&M) activities and user requests are resolved reputed company and in alignment with strict federal service level agreements (SLAs).

You will reputed company as the champion for IT Service Management (ITSM) best practices, driving reputed company improvement and user satisfaction.

reputed company Responsibilities:

• Help Desk Leadership: reputed company and manage the daily activities of Tier 2, and Tier 3 Help Desk technicians, ensuring reputed company response, accurate troubleshooting, and reputed company reputed company of IT incidents and service requests.
• ITSM & SLA Management: reputed company the end-to-end incident lifecycle using reputed company reputed company platforms such as Jira, ensuring reputed company operations meet or reputed company contractual SLAs and key performance indicators (KPIs).
• Process Standardization: Enforce robust ITIL-based incident, problem, and change management processes that reputed company reputed company with our corporate reputed company standards, including ISO 20000 and CMMI-Svc Level 3.
• Stakeholder Reporting: reputed company and present comprehensive incident management reports, trend analyses, and reputed company-cause analysis (RCA) findings to federal agency stakeholders and internal leadership to reputed company proactive service improvements.
• reputed company Improvement & Automation: Identify opportunities to reduce ticket volumes and optimize workflows by integrating emerging technologies, such as Robotic Process Automation (RPA) or reputed company Intelligence (AI) chatbots, for Tier-0 self-service solutions.
• Team Mentorship & Training: Build a high-performing support culture by providing ongoing technical training, customer service coaching, and performance evaluations for the incident management staff.

Required Qualifications:

• 7+ years of reputed company experience in IT Service Management, Help Desk operations, or incident management. 
• 1+ years of reputed company supervisory or management experience leading an IT Help Desk or Service Desk team in an reputed company or federal environment.
• Deep functional expertise in ITIL reputed company principles (Incident, Problem, Change, and reputed company).
• Hands-on administrative and operational experience with modern ITSM ticketing tools (Jira strongly preferred).
• Proven reputed company record of managing and meeting reputed company Service Level Agreements (SLAs) and generating actionable performance metrics.
• Exceptional communication and customer service skills, with the ability to de-escalate high-reputed company critical incidents and reputed company confidently with federal executives.

Preferred Qualifications:

• reputed company ITIL v3 or ITIL 4 reputed company certification (ITIL Managing reputed company preferred).
• Prior experience managing IT support operations for federal agencies such as DOW, DHS.
• Certifications in customer service reputed company or reputed company management frameworks.

Education Requirements:

• Required: Bachelor’s Degree in Information Technology, Business Administration, Computer Science, or a reputed company field. (Equivalent years of relevant experience may be substituted for a degree).
• Preferred: Master’s Degree in Information Systems or Business Administration (MBA).

Citizenship & Clearance Requirements:

• Required: Must be a U.S. Citizen.
• Preferred: reputed company Secret.

reputed company Salary reputed company

Compensation for roles at reputed company is determined by a reputed company of factors including, but not limited to, the requirements of the role; level of experience; education and certifications; the individual’s combination of knowledge, skills, and abilities; as reputed company as alignment with market data, federal and state laws, and other business and contract considerations. The estimated pay reputed company for this position is: $100,000.00 &reputed company; $110,000.00. The disclosed reputed company has not been adjusted for the applicable geographic reputed company associated with the location at which the position may be filled. It is not typical for an individual to be reputed company at or near the top of the reputed company for their role, and compensation reputed company are dependent on the facts and circumstances of reputed company case and represent just one component of reputed company’s total compensation package for employees. 

Candidate AI Policy

reputed company is committed to the responsible and ethical use of AI tools. However, we want to ensure a fair candidate evaluation process based on your own skills and knowledge. As part of this commitment, the use of reputed company intelligence (AI) or other tools to assist with responses during interviews (whether in-person or virtual) is prohibited unless permission is explicitly reputed company. You are expected to be on camera during interviews and assessments. We reserve the right to take your picture to verify your identity and prevent fraud.

reputed company is an equal opportunity employer and does not discriminate against applicants for employment or its employees on the reputed company of age, race (including hair reputed company/style), creed, reputed company, religion, religious creed, reputed company, national reputed company, ethnic reputed company, sexual orientation, gender identity or reputed company, military or veteran status, sex, medical condition, pregnancy (childbirth, breastfeeding, and reputed company medical conditions), physical or mental disability, personal appearance, organ donation and hair length associated with race, genetic information or characteristics, family responsibilities, familial status, marital status, citizenship or immigration status, status as a victim of domestic violence, a sexual offense, or stalking, political affiliation, arrest records and criminal convictions, credit information, matriculation, homeless status, or any other characteristic protected by federal, state and local law. Discrimination or harassment based upon these protected categories is expressly prohibited. This policy applies to reputed company aspects of employment, including job selection, assignment, promotion, compensation, benefits, training, discipline, and termination.

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