54,373 Help Desk Manager jobs in the United States

Iron Bow Technologies is for people who believe trust is paramount, transformation is embraced, and the future is here, because "What we do matters !"

We are a next generation solutions provider, delivering mission success across government, healthcare, and commercial industries. Iron Bow relies on our passionate people , long standing partnerships , and strategic thinking to solve your most critical challenges.

Whether we team with clients, colleagues, or partners, we put each other first. It's The Iron Bow Way.

THE HIGH LEVEL

Iron Bow Technologies is seeking an experienced Help Desk Manger to support an existing, long-term Federal Government customer, the Department of Justice (DOJ) Civil Division (CIV) to provide leadership and management for our DOJ Call Center operations, which supports the user community 24x365. Our DOJ-dedicated Call Center is in Herndon, VA. Our Help Desk Manager partners with the contract leadership to support and ensure oversight of contract requirements, operability, coordination, and reporting. The Help Desk Manager will engage with other program Leads to ensure teamwide collaboration and messaging. This position requires onsite work at our Call Center. Once acclimated into the program, there may be an opportunity to move to a hybrid work schedule. While we are currently hybrid, it's important to keep in mind this is based on Government approval.

WHAT YOU'LL BE DOING

The Help Desk Manager provides daily oversight and guidance with a team of Help Desk Tier 1 Technicians responsible for consistently delivering customer support that focuses on ensuring the DOJ CIV staff can remain productive and are provided with responses that are technically accurate. The Team leverages DOJ's documented guidelines and standard operating procedures (SOPs) as needed, including the appropriate incident escalation to on the teams on the contract. You bring the talent and experience that results in maintaining a team of qualified Tier 1 Technicians, this including candidate interviewing and selection. Other responsibilities include:

• Understanding our client's business needs and continually strive to meet these needs
• Daily communication and collaboration with the Tier 1 Help Desk Team, your team
• Using daily call stats, assess where staff may be struggling and offer coaching and guidance to help position all Tier 1 team members to be successful
• Give recognition and praise where appropriate - we do get messages of appreciation from customers for outstanding support, and we want to ensure that messaging also gets back to the staff member(s)
• Engaged with DOJ CIV leadership and program/contract leadership - be prepared to provide status to senior leaders, through both verbal and presentation
• Produce contractual daily, weekly, and monthly ACD/ticket stats and status
• Manage and support the creation and update of SOPs that are specific to the Tier 1 Help Desk operations
• Coordinate team wide scheduling to for staffing coverage across all work shifts, 24x7
• Understanding our ACD workflow and keeping a pulse on potential workflow improvements that focus on opportunities to elevate our customer's support experience
• You will be working directly with Federal DOJ CIV Customer Service Team regarding customer issues and items that influence customer service and customer satisfaction

• You bring a minimum of 8 years of experience overseeing/leading help desk environments that are dedicated to delivering positive customer experiences
• You have experience leading Help Desk Teams that use a formal ACD for incoming and outgoing support calls (having experience with a Help Desk/Call Center that uses a formal ACD is a plus - our Call Center uses CXone)
• Knowledge and experience leading a team that uses a formal ITSM for incident tracking
• Proficient in the Microsoft Office Suite, including Excel, Word and SharePoint
• Have led an Help Desk organization that had firm contractual reporting requirements, to include daily ACD call stats, weekly stats/trends, and monthly reporting
• You review customer survey responses to gage overall customer satisfaction and use information that will help to improve overall customer satisfaction as well as the survey itself
• Excellent verbal and written communication skills - ability to effectively communicate with all levels of the project team, and with company/contract leadership
• Ability to engage with 3rd party vendors as needed, such as the ACD vendor when there may be a need to assess oddities in the daily ACD reporting
• You have Leadership experience managing and coaching Help Desk Technicians who provide 24x7 support
• Experience coordinating work schedules for a 24x7 team of Help Desk Technicians
• You have a comprehensive understanding of contract SLAs - monitor and report status against SLAs - and understand the importance of contractual SLAs
• Strong propensity and aptitude for solving client business needs
• BS in Computer Science or other relevant discipline
• CCSP (Certified Customer Service Professional) certification or equivalent - hold certification at start or commit to obtaining within 6 months of start
• MCP (Microsoft Certified Professional) certification - hold certification at start or commit to obtaining within 60 day of start - will consider existing certification in MD 100 or Google IT Support as a substitute
• Ability to hold / maintain and active Secret clearance
• Knowledge and understanding of ITIL, CMMI, and ISO best practices added plus, but not required

• Be a leader in providing the highest level of customer experience and excellence in a fast-paced and exciting environment and a role model for team members.
• Iron Bow is rapidly growing and with growth comes opportunity for all. There is palpable energy and momentum across the company that is easy to tap into and be inspired by.
• Be a part of organizational transformation. Now's the time to join. Iron Bow is redesigning our customer and employee experience. This new approach elevates all and truly enables success.

Help Desk Manager

Category: Business Consulting, Strategy and Digital Transformation

Main location: United States, Virginia, Fort Belvoir

Position ID: J0525-1414

Employment Type: Full Time

U.S. - CGI Federal - Making a real impact (

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Position Description:

We are looking for a Helpdesk Manager to lead and oversee our helpdesk team. In this role, you will monitor, support, and manage computer processing activities, ensuring seamless operations and prompt responses to trouble reports. Your leadership will be key in coordinating and supervising helpdesk operations, driving efficiency and excellence in customer support. Join us to make a significant impact by enhancing our helpdesk services and ensuring optimal performance across all operations. This position is located in USA VA Fort Belvoir.

Your future duties and responsibilities:

-Maintain configurations for upgrades and system capabilities.

-Develop, enhance, and maintain Reports, Interfaces, Conversions, Extensions, Forms, and Workflows.

-Provide functional, technical, architectural, and compliance support.

-Conduct user-based training events, create training materials, and prepare Computer-Based Training (CBT) materials.

-Advise on organizational change and training principles.

-Create and maintain online system help using Oracle User Productivity Kit (UPK) tool.

-Ensure DAI Help Desk support contractor staff is trained.

-Configure Commercial Off-The-Shelf (COTS) application software.

-Conduct requirements definition, design, and deployment of custom code.

-Provide development services including design, programming, and installation/deployment.

-Support Oracle E-Business Suite (EBS) modules and reporting.

-Maintain compliance with Department of Defense (DoD) policies.

-Implement and manage Virtual Desktop Infrastructure (VDI) solution.

-Maintain Defense Information Systems Agency (DISA) Secure Cloud Computing Architecture (SCCA)/Cloud Access Point (CAP) connection.

-Perform system administration duties on Operating Systems (OS), Databases (DB), and DAI application.

-Implement Information Assurance policies, Security Technical Implementation Guides (STIGS), and Assured Compliance Assessment Solution (ACAS) scans.

-Report and remedy data breaches.

-Maintain compatibility and interoperability with Government systems.

-Provide Federal Risk and Authorization Management Program (FedRAMP) self-assessment reports and physical locations lists.

Required qualifications to be successful in this role:

-Clearance: Secret Clearance Required

-Must have 5+ years of relevant experience in system analysis, evaluation, and implementation.

-Experience in maintaining and enhancing Enterprise Resource Planning (ERP) systems, particularly Oracle EBS.

-Knowledge of Reports, Interfaces, Conversions, Extensions, Forms, and Workflows.

-Experience in training and user support.

-Familiarity with cloud infrastructure and cybersecurity standards.

-Ability to manage and execute data conversion processes.

-Strong understanding of federal and DoD regulations.

-Expertise in Oracle applications and configurations.

-Proficiency in technical support and troubleshooting.

-Knowledge of Information Technology Infrastructure Library (ITIL) processes and Continuity of Operations (COOP) disaster recovery planning.

-Experience with cloud infrastructure maintenance.

-Understanding of cybersecurity and audit readiness.

-Ability to develop training and documentation.

-Experience in software development and configuration management.

Desired qualifications/non-essential skills required:

-One of the following certifications: IAT-II security certification: CCNA Security, CySA+, GICSP, GSEC, Security+ CE, CND, SSCP, CASP+ CE, CCNP Security, CISA, CISSP, CISSA, GCED, GCIH, or CCSP

-One of the following certifications: Oracle Cloud Infrastructure (OCI) Foundations 2020 Certified Associate, Oracle Certified Associate (OCA), Oracle WebLogic Server 12c Administrator, Oracle Java SE 8 Programmer I, Oracle Enterprise Manager 12c Essentials (OEM 12c), Oracle Business Intelligence Publisher (BIP) 12c R1: Fundamentals, Oracle Planning 202x Certified Implementation Specialist (CIS), and Oracle Identity Governance 12c: Essentials.

CGI is required by law in some jurisdictions to include a reasonable estimate of the compensation range for this role. The determination of this range includes various factors not limited to skill set, level, experience, relevant training, and licensure and certifications. To support the ability to reward for merit-based performance, CGI typically does not hire individuals at or near the top of the range for their role. Compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range for this role in the U.S. is $61,900.00 - $137,100.00.

CGI Federal's benefits are offered to eligible professionals on their first day of employment to include:

• Competitive compensation

• Comprehensive insurance options

• Matching contributions through the 401(k) plan and the share purchase plan

• Paid time off for vacation, holidays, and sick time

• Paid parental leave

• Learning opportunities and tuition assistance

• Wellness and Well-being programs

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Skills:

• Oracle

What you can expect from us:

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our team—one of the largest IT and business consulting services firms in the world.

Qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, pregnancy, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status or responsibilities, reproductive health decisions, political affiliation, genetic information, height, weight, or any other legally protected status or characteristics to the extent required by applicable federal, state, and/or local laws where we do business.

CGI provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job in the U.S., please email the CGI U.S. Employment Compliance mailbox at . You will need to reference the Position ID of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a Position ID will not be returned.

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All CGI offers of employment in the U.S. are contingent upon the ability to successfully complete a background investigation. Background investigation components can vary dependent upon specific assignment and/or level of US government security clearance held. Dependent upon role and/or federal government security clearance requirements, and in accordance with applicable laws, some background investigations may include a credit check. CGI will consider for employment qualified applicants with arrests and conviction records in accordance with all local regulations and ordinances.

CGI will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with CGI’s legal duty to furnish information.

Req ID: 36590

Summary

Help Desk Manager

Arlington, Virginia

Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional development is embedded in your employer's core culture? If so, Chenega Military, Intelligence & Operations Support (MIOS) could be the place for you! Join our team of professionals who support large-scale government operations by leveraging cutting-edge technology and take your career to the next level!

We deliver essential technology services to our customers in support of their missions to sustain the national security and economic interest of our nation. SecuriGence is seeking a talented Help Desk Manager to help contribute to our success. Come help us solve problems with Innovation Through Intelligence.

Responsibilities

• Lead, mentor, and motivate a team of Help Desk Technicians, fostering a positive and collaborative work environment.

• Conduct regular performance evaluations, identify training needs, and provide coaching and development opportunities.

• Manage team schedules, ensuring adequate coverage to meet service level agreements (SLAs).

• Oversee onboarding, and training of new Help Desk Technicians.

• Establish and maintain service level agreements (SLAs) for response and resolution times.

• Monitor and analyze help desk performance metrics (e.g., ticket volume, resolution time, customer satisfaction) to identify areas for improvement.

• Implement industry best practices for incident management, problem resolution, and knowledge management.

• Develop and maintain comprehensive documentation for help desk processes, procedures, and knowledge base articles.

• Manage and maintain the help desk ticketing system, ensuring accurate tracking, and reporting of all support requests.

• Provide technical guidance and support to the Help Desk team, escalating complex issues as needed.

• Proactively identify and troubleshoot recurring technical issues.

• Collaborate with other IT teams to resolve escalated issues and implement long-term solutions.

• Foster a customer-centric culture within the Help Desk team, emphasizing professionalism, empathy, and effective communication.

• Ensure timely and accurate communication with customers regarding their support requests.

• Manage customer expectations and escalations effectively.

• Gather customer feedback and identify opportunities to improve the overall customer experience.

• Other duties as assigned.

Qualifications

• High school diploma or GED equivalent

• Bachelor's degree in computer science, Information Technology, or related field preferred.

• 3+ years of experience managing a technical support team.

• Must meet DoD 8140.01 (IAM-1) requirements.

• Must have a Top-Secret Clearance.

Knowledge, Skills and Abilities:

• Experience in a fast-paced, high-growth environment

• Strong understanding of ITIL framework and best practices.

• Experience with Jira help desk ticketing systems and remote support tools.

• Excellent communication, interpersonal, and leadership skills.

• Strong analytical and problem-solving abilities.

• Ability to work independently and as part of a team.

How you'll grow

At Chenega MIOS, our professional development plan focuses on helping our team members at every level of their careers to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there's always room to learn.

We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their careers.

Benefits

At Chenega MIOS, we know that great people make a great organization. We value our team members and offer them a broad range of benefits.

Learn more about what working at Chenega MIOS can mean for you.

Chenega MIOS's culture

Our positive and supportive culture encourages our team members to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them be healthy, centered, confident, and aware. We offer well-being programs and continuously look for new ways to maintain a culture where we excel and lead healthy, happy lives.

Corporate citizenship

Chenega MIOS is led by a purpose to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our team members, and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities.

Learn more about Chenega's impact on the world.

Chenega MIOS News-

Tips from your Talent Acquisition Team

We want job seekers exploring opportunities at Chenega MIOS to feel prepared and confident. To help you with your research, we suggest you review the following links:

Chenega MIOS web site -

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Chenega Corporation and family of companies is an EOE.

Equal Opportunity Employer/Veterans/Disabled

Native preference under PL 93-638.

We participate in the E-Verify Employment Verification Program

Description

The National Security Sector within Leidos is seeking Help Desk Manager with strong systems, software, cloud, and Agile experience to support a complex program to provide Agile development and operations and maintenance for critical systems on a mission-critical program supporting the Passenger Systems Program Directorate (PSPD) within Customs and Border Protection (CBP). PSPD supports the Department of Homeland Security (DHS) and CBP critical missions, specifically screening and processing travelers at the ports of entry (POEs) into the United States. The Help Desk Manager will provide oversight to the Level II services and ensure that service levels are achieved. Primary responsibility is to ensure the Help Desk Level II staff are meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements.

This position REQUIRES the candidate to be in Ashburn, VA, twice a week

Primary Responsibilities

• Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers.

• Train, coach and mentor Service Desk Specialists (Level II) including career development. Oversee staff activities. Builds/obtains (from other departments) training material for support staff. As needed, schedule employees working times and provide backup support. Interact with internal and external customers.

• Provide data and reporting of KPI's and trends to IT department and others in ad-hoc, weekly, monthly and as needed. Will drive Ticket Deep Dive and develop strategies for improvement. Monitor and manage ticketing queues (participating in escalated calls as needed).

• Oversee solutions repository and ensure top quality solutions are available to the staff. Develops Service and Business Level Agreements to set expectations and measure performance.

• Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional customer support or escalation.

• Manage process for communicating outage/emergency activities to the organization. Manage vendor relationships as it depends on daily operational needs. Review survey feedback to improve services, tools and support experience.

Basic Qualifications

• BA/BS or equivalent experience with 8+ years of prior relevant experience or Masters with 5+ years of prior relevant experience; OR 4 years of related experience in lieu of degree

• Must be able to maintain and obtain a CBP Background Investigation prior to start

• 10+ years' experience software development environment.

• Proven 8+ years of experience supervising or leading teams or projects.

• Experience with ServiceNow, creating dashboards and automated reports.

• Proficient and working knowledge of Power BI.

• Proficiency with MS Office Products (Word, Excel, Visio, & PowerPoint).

• Excellent written and verbal communication skills.

Preferred Qualifications

• The ability to lead organizational transformation efforts and drive change while ensuring existing service levels remain consistent and high.

• The ability to interact with the CBP PSPD customer and foster a positive relationship with the customer.

• Demonstrated experience in leading a large-scale organization consisting of multiple teams.

• Demonstrated experience developing and implementing effective training and communication strategies for a complex IT system.

• ITIL v.4 foundation certification.

Original Posting:

April 24, 2025

For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

Pay Range:

Pay Range $104,650.00 - $189,175.00

The Leidos pay range for this job level is a general guideline onlyand not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

REQNUMBER: R-00158149

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. Leidos will consider qualified applicants with criminal histories for employment in accordance with relevant Laws. Leidos is an equal opportunity employer/disability/vet.

Responsibilities & Qualifications

RESPONSIBILITIES

• Maintain a comprehensive understanding of the NGEN/NMCI Contract DZ002 and Task Order FZ016, including Service Level Requirements and the Requirement to Award Process Tool (RAPT). - Ensure compliance with contract specifications and Service Level Agreements (SLA).

• Oversee and facilitate NGEN/NMCI transitions, including planning schedules, rollouts, and architecture requirements.

• Implement unique technical requirements associated with NGEN/NMCI initiatives. - Coordinate and resolve NGEN/NMCI issues among CNIC HQ personnel and leadership.

• Act as a liaison between various stakeholders, including Leidos, NCTAMS LANT, PEO Digital, and Enterprise Services.

• Develop and disseminate training materials and information to all levels of the chain of command.

• Regularly communicate through Beltway Weekly updates, regional meetings, and weekly meetings with customer support managers.

• Monitor recurring and claimant-specific technical problems related to the Navy's NGEN/NMCI efforts.

• Evaluate technical issues and provide relevant data and recommendations to the Leidos PM NMCI NGEN program office, NCTAMS LANT Customer Relation Management (CRM) team, and CNIC leadership.

• Manage a help desk operation supporting approximately 800 customers, ensuring high levels of customer satisfaction and timely resolution of issues.

• Supervise help desk staff and provide guidance and support as needed.

REQUIRED QUALIFICATIONS

• Active Secret security clearance

• Active IAT II Certification

• US Citizen

• Minimum of ten (10) years of experience in the NMCI NGEN technical arena.

• Proven experience in managing a help desk operation with a significant customer base (approximately 800 customers).

• In-depth knowledge of all aspects of the NGEN/NMCI program.

• Familiarity with the hardware and software utilized within the NMCI framework.

• Excellent verbal and written communication skills, with the ability to convey complex technical information to diverse audiences.

• Strong interpersonal skills to effectively coordinate with various stakeholders and leadership.

• Demonstrated ability to evaluate technical problems and provide actionable recommendations.

• Strong analytical skills to monitor and address recurring technical issues.

• Proven leadership abilities in managing teams and driving performance in a help desk environment.

• Experience in training and mentoring staff to enhance service delivery.

ADDITIONAL REQUIREMENTS

• Must be able to obtain and maintain any necessary security clearances.

• Willingness to travel as required for meetings and training sessions

Overview

We are seeking a Help Desk Manager to join our team!

TekSynap is afast-growinghigh-tech company that understands both the pace of technology today and the need to have a comprehensive well planned information management environment. "Technology moving at the speed of thought" embodies these principles - the need to nimblyutilizethe best that information technology offers to meet the business needs of our Federal Government customers.

We offer our full-time employees a competitive benefits package to include health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time and holidays.

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The safety and health of our employees is of the utmost importance. Employeesare required tocomply withany contractually mandated Federal COVID-19 requirements. More information can be found here .

By applying to a role at TekSynap you are providing consent to receive text messages regarding your interview and employment status?If at any time you would like to opt out of text messaging, respond "STOP".

"As part of the application process, you agree that TekSynap Corporation may retain and use your name, e-mail, and contact information for purposes related to employment consideration".

Additional Job Information

WORK ENVIRONMENT AND PHYSICAL DEMANDS

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Location:Naval District Washington, Washington, DC

• Type of environment: Office

• Noise level:Low

• Work schedule: Schedule is 0730 - 1730 Monday - Friday. May be requested to work evenings and weekends to meet program and contract needs.

• Amount of Travel:Contractor maybe required to travel within CONUS (<10%)

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employeeis regularly required touse hands tohandle, feel, touch; reach with hands and arms; talkandhear. The employeeis regularly required tostand;walk;sit;climb or balance; and stoop, kneel, crouch, or crawl. The employeeis regularly required tolift upto 10 pounds. The employee isfrequentlyrequired tolift upto 25 pounds; and up to 50 pounds. The vision requirements include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

WORK AUTHORIZATION/SECURITY CLEARANCE

Citizenship: US Citizen

Clearance requirement: Active Secret Clearance

OTHER INFORMATION

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

TekSynap is a drug-free workplace. We reserve the right to conduct drug testing in accordance with federal, state, and local laws. All employees and candidates may be subject to drug screening if deemed necessary to ensure a safe and compliant working environment.

EQUAL EMPLOYMENT OPPORTUNITY

Toprovide equal employment and advancement opportunities to all individuals, employment decisions will be based on merit, qualifications, and abilities. TekSynap does not discriminate against any person because of race, color, creed, religion, sex, national origin, disability, age, geneticinformation,or any other characteristic protected by law (referred to as "protected status"). This nondiscrimination policy extends to all terms, conditions, and privileges of employment as well as the use of all company facilities, participation in all company-sponsored activities, and all employment actions such as promotions, compensation, benefits, and termination of employment.

Job Locations US-DC-Washington

ID 2024-7040

Category Technical Support/Help Desk

Type Regular Full-Time

ManTech seeks a motivated, career and customer-oriented Help Desk Manager to join our team in the National Capital Region (NCR). This is a hybrid position.

As a Help Desk Manager, this individual will lead the team providing essential technical assistance to government users, ensuring efficient resolution of IT issues. Their leadership will be key to maintaining high service levels and enhancing the productivity of federal personnel. Manages and supervises the overall functioning of the help desk operations. Direct and supervise staff providing call center support, service desk support, and switchboard operations support.

Responsibilities include but are not limited to:

• Oversee the daily operations of the help desk team, ensuring efficient and effective delivery of desktop support services to government users in a multi-server environment.

• Manage help desk personnel, including hiring, training, performance evaluation, and scheduling.

• Develop and implement help desk policies, procedures, and service level agreements (SLAs) applying comprehensive knowledge of PC operating systems, knowledge of networking and electronic mail.

• Monitor help desk performance metrics and drive initiatives for continuous service improvement and customer satisfaction.

• Act as an escalation point for complex technical issues and ensure adherence to government security and compliance requirements.

• Works closely with the end-users to help resolve the most difficult trouble calls.

• Travels to a particular client site to help solve problems.

Minimum Qualifications:

• Bachelor's degree in a related field.

• 7+ years of related experience.

• Proven experience managing a help desk or service desk team within a government contract environment.

• Strong understanding of IT Service Management (ITSM) frameworks, particularly ITIL.

• Experience with various ticketing systems and remote support tools.

• Excellent leadership, communication, and interpersonal skills.

Preferred Qualifications:

• ITIL Foundation certification.

Clearance Requirements:

• Must possess active Secret Clearance

• Must be able to obtain a DHS Suitability

Physical Requirements:

• The person in this position must be able to remain in a stationary position 50% of the time. Occasionally move about inside the office to access file cabinets, office machinery, or to communicate with co-workers, management, and customers, via email, phone, and or virtual communication, which may involve delivering presentations.

ManTech International Corporation, as well as its subsidiaries proactively fulfills its role as an equal opportunity employer. We do not discriminate against any employee or applicant for employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

If you are a qualified individual with a disability and require a reasonable accommodation to apply for a position with ManTech through its online applicant system, please email us at and provide your name and contact information.

• Manage daily operations of Tier I and Tier II help desk services, overseeing phone, email, and in-person support.
li>Supervise and mentor Help Desk Specialists, ensuring service levels are met and customer satisfaction remains high.
• Serve as the escalation point for complex technical issues and ensure timely resolution.
• Monitor Help Desk ticket queues and maintain service performance metrics; generate daily, weekly, and monthly reports.
• Ensure all personnel accessing classified systems meet clearance, authorization, and need-to-know requirements.
• Manage SCIF and collateral space operations, including access control, visitor monitoring, and compliance with security protocols.
• Oversee COMSEC support functions including material handling, destruction records, and semi-annual inventories.
• Develop and maintain Standard Operating Procedures (SOPs) and Help Desk process documentation.
• Facilitate team scheduling to ensure coverage Monday-Friday, 7:00 am - 5:00 pm, including emergency response support.
• Support the organization’s incident, change, and problem management processes based on ITIL best practices.
< i>Coordinate with IT leadership to align Help Desk services with business and operational requirements.
• Manage VIP support services, ensuring rapid and thorough resolution of issues.
• Advise management on service improvements, customer feedback trends, and operational risks.

• Bachelor's Degree in Information Technology, Business Administration, or related field.
• Minimum 6+ years of IT help desk or technical support experience, including at least 3+ years in a leadership or managerial role.
• Strong knowledge of service desk operations, ITSM/ITIL frameworks, and performance management.
• Experience managing IT support teams in classified environments.
• Familiarity with Microsoft Windows OS, Active Directory, ticketing systems, and standard IT support tools.
• Exceptional leadership, customer service, and communication skills.
• Must have an active Top Secret / SCI clearance.

• Experience supporting Department of Commerce (DOC) or similar federal agency environments.
• Experience supporting secure facilities (SCIF) operations.
• One of the following certifications required: COMPTIA Security+ with CE, Cyber Security Analyst certification (CySA), Cisco Certified Network Associate (CCNA), Global Industrial Cyber Security Professional (GICSP), or GIAC Security E.

• Oversee daily service desk operations during official hours
• Lead, supervise, and support a team of mid-level Help Desk Specialists across on-site and remote locations.
• Maintain SLA compliance and service quality metrics, resolving or escalating tickets as appropriate.
• Serve as the primary interface with the OIG COR and IT leadership, ensuring alignment of support services to mission needs.
• Ensure timely and accurate tracking, reporting, and reconciliation of all IT assets via Excel and SharePoint.
• Provide oversight for:
• User account support
• Mobile device setup and maintenance
• Desktop imaging and deployment
• Video Conferencing Setup (Microsoft Teams)
• Software support including Microsoft 365 Apps, Outlook, Adobe Suite, Tableau, etc.
• Coordinate equipment repair and replacement (warranty and non-warranty) in compliance with OIG procedures.
• Manage SOP documentation and continuous process improvement of Tier 1 and 2 services.
• Support physical access coordination in line with BAMD procedures during normal operational hours.

• Bachelor's degree in Information Technology, Computer Science, or a related field; or equivalent combination of education and experience.
• Minimum of 5 years of progressive experience managing IT service desk operations, including federal environments.
• Demonstrated success managing support for geographically dispersed teams in a high-volume, SLA-driven environment.
• Proficiency in Microsoft 365 suite, service management systems (e.g., Jira, ServiceNow), and asset management tools.
• Excellent interpersonal and communication skills with proven ability to collaborate with government stakeholders.
• Experience in scheduling, workload management, and resource allocation.
• Ability to set clear goals, monitor progress, and provide constructive feedback.
• Excellent delegation, coaching, and performance management skills.
• Conflict resolution and problem-solving skills to address challenging situations effectively.
• Ability to build rapport and maintain positive relationships with end-users and other IT teams.
• Strong active listening and empathy skills to understand user needs and concerns.
• Exceptional verbal and written communication skills, capable of explaining technical concepts to both technical and non-technical users.

• Paid Time Off / Sick Leave
• Health, Dental, and Vision Coverage
• Life Insurance
• Retirement Benefits / 401K with company matching
• HSA/FSA Spending Accounts
• Long- and short-term disability
• Pet Insurance
• Wellness Program Initiatives
• RIVA Flex
• Additional Workplace Benefits

DI is looking for a Help Desk Manager in Quantico, Virginia. This is an onsite position

**This position is contingent upon award of contract**

Job Responsibilities:

• The CODIS Help Desk provides CODIS software application support to the worldwide CODIS Community. The Help Desk is available to provide CODIS-related technical advice and troubleshooting to supported configurations. The CODIS Help Desk is also responsible for helping laboratories with general IT issues that may affect CODIS.
• Provide operations labor, support, and services to include a CODIS Help Desk to the CODIS program management and all users (domestic and international) of the CODIS and related software (to include website, LMS, survey tool, and CRE). The CODIS Help Desk will support all deployed and subsequent CODIS versions that may be released during the life cycle of this contract.
• The required service level of the Help Desk is to support a current user base of approximately 3,000 users which can be expected to grow by at least 10% during a specific period-of-performance (PoP) (typically 12-months).
• Manage Help Desk Tickets
• Develop a Help Desk Training Plan to include all aspects of CODIS, appropriate networking and active directory topics, and other topics important to supporting the CODIS community.
• Support for up to four (4) major versions of each CODIS software application (CODIS, SAPS, and CRE)
• Provide Help Desk services covering 7:00 am Eastern Standard Time (EST) through 8:00 pm EST.

• A minimum of five (5) years' experience as a help desk manager in program of similar scope, type, and complexity.
• Documented troubleshooting skills and experience on software.
• Exceptional communication skills.
• Minimum of three (3) years of working experience with the latest version of Microsoft Office Suite (Word, Excel, and PowerPoint) and SharePoint (User).
• One (1) year experience with and knowledge of CODIS is Preferred.
• At least a top secret level security Clearance