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.
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.
Strativia understands that our staff is our number one asset. Therefore, we provide competitive salaries and health benefits along with a robust training and development plans to help ensure that our employees are happy and motivated. If you are interested in the opportunity above please contact us and join a dynamic, fun and, fast growing organization.
Strativia is an Equal Opportunity Employer. Strativia in accordance with applicable law, does not discriminate in hiring or otherwise in employment on the basis of race, color, religion, sex, national origin, age, marital or veteran status, disability, sexual orientation, or any other legally protected status. EOE/AA/Vets
Numbers & Facts
Location
Washington
Skills
Background Investigationunmatched
Communication Skillsunmatched
Contract Requirementsunmatched
Customer Satisfactionunmatched
Customer Support/Serviceunmatched
Document Managementunmatched
Governmentunmatched
Health Planunmatched
Help Deskunmatched
IT Service Management (ITSM)unmatched
ITIL (IT Infrastructure Library)unmatched
Leadershipunmatched
Maintain Complianceunmatched
Management of Information Systems/Technology (MIS)unmatched
Metricsunmatched
Operationsunmatched
Performance Analysisunmatched
Performance Metricsunmatched
Project Management Professional (PMP)unmatched
Quality Controlunmatched
Quality Metricsunmatched
Regulatory Complianceunmatched
Service Deliveryunmatched
Service Level Agreement (SLA)unmatched
Technical Supportunmatched
Training/Teachingunmatched
ZenDeskunmatched
🎯
Be found by employers
5,500+ employers search our resume database daily. Add yours to get found by recruiters looking for candidates like you.
Level up your application
Professional resume templates
Browse dozens of recruiter approved resume templates, layouts and formats. Choose your favorite and make it your own in minutes.