Help Desk Manager

E-logic is seeking a Help Desk Manager to lead an onsite IT customer service team supporting over 4,000 users across the the Deputy Under Secretary of the Navy (Management) - Information Technology Division - DUSN (M) ITD. You will oversee daily operations, manage technical staff, ensure compliance with ITIL frameworks, and drive the team to meet strict government service level agreements. The locations will be within the National Capital Region (NCR).

Key Responsibilities:

• Supervise daily help desk operations and technical staff to meet key performance indicators (e.g., 90% First-Call Resolution, 4-hour standard resolution time, 95%+ Customer Satisfaction).
• Oversee existing help desk tools (Crow Canyon) and help lead the team's operational migration to ServiceNow.
• Align all IT support processes, ticket logging, and metrics reporting with ITIL v4 standards.
• Compile technical performance data for Monthly and Quarterly Status Reports (MSR/QSR).
• Interact professionally with senior military and civilian leadership to resolve escalated high-priority issues.

Qualifications:

• At least 5 years of proven experience in IT support environments, with demonstrated leadership or supervisory experience.
• Must hold a current ITIL v4 certification.
• Excellent team leadership, metric tracking, and professional communication skills.

Important Notice:

This role is part of a proposal for the Deputy Under Secretary of the Navy (Management) - Information Technology Division - DUSN (M) ITD. Hiring is contingent upon the selection of the consultant. Selected candidates will be included in the proposal and must authorize the use of their resume for submission.