Help Desk Manager

The Help Desk Manager is a key leadership role responsible for managing and directing all IT Help Desk operations for the organization.

This position ensures the efficient handling of IT service requests across Tier 1, Tier 2, and escalation into Tier 3, aligning service delivery with established Service Level Agreements (SLAs), OneStop Help Desk processes, and the agency’s ITIL v4 / ServiceNow-based framework.

The Help Desk Manager oversees ticket queue management, staff workload distribution, process improvement initiatives, and the development of reporting metrics that support continuous service improvement.

The role requires a strong balance of leadership, technical knowledge, customer service focus, and performance management skills.

Key Responsibilities Provide daily leadership and oversight of Help Desk operations, ensuring ticket queues are monitored and managed effectively.

Assign and reassign unassigned or misrouted tickets to appropriate personnel across all tiers.

Ensure compliance with OneStop processes, SLAs, and agency-approved procedures for escalation, routing, and closure of incidents.

Develop, implement, and maintain continuous service improvement (CSI) programs to enhance efficiency and user satisfaction.

Create and maintain ServiceNow workflows, templates, and reporting dashboards to optimize operational efficiency.

Design, execute, and analyze end-user satisfaction surveys; report results and corrective actions to leadership.

Monitor Help Desk key performance indicators (KPIs), including ticket response / resolution times, first-call resolution rates, and customer satisfaction.

Provide performance and utilization metrics on a recurring basis (weekly, monthly, ad hoc) to the COR and OCIO leadership.

Act as a senior escalation point for complex operational issues impacting Tier 1 and Tier 2 teams.

Lead knowledge management efforts by coordinating documentation of procedures, scripts, FAQs, and Knowledge Base Articles (KBAs).

Mentor and coach Help Desk staff, promoting professional development and high-quality customer service standards.

Support VIP and executive-level incident response, ensuring white-glove support for agency leadership.

Collaborate with stakeholders, including Tier 3 engineers, AOS (Applications Operations Solutions), SOC, and CSIRT teams to resolve enterprise-wide IT issues.

Participate in monthly Program Management Reviews, provide input into quality control planning, and contribute to SLA / OLA refinement.

Minimum Qualifications Bachelor’s degree in Computer Science, Information Science, Information Systems Management, Engineering, or a related STEM field.

Note :

• Equivalent experience and recognized industry certifications may substitute for the degree requirement.
• At least 10 years of experience managing and / or supporting federal IT programs, including at least 5 years in IT Help Desk or End User Support leadership .
• Demonstrated proficiency in ServiceNow ITSM or comparable ITSM platforms.
• Proven ability to develop, track, and report on service delivery metrics.
• Strong understanding of ITIL v4 service management principles.
• Excellent communication, interpersonal, and leadership skills.
• Preferred Qualifications ITIL v4 Foundations Certification or higher.
• PMP or other project management certification.
• Experience managing hybrid teams across multiple geographic locations.
• Prior experience supporting federal agency IT operations.
• Other Requirements Must pass agency background investigation.
• Must be a U.S.
• Citizen.
• Must be able to work on-site in the National Capital Region, with occasional travel.

Company Overview Agil3 Technology Solutions LLC ("A3T") is a Northern Virginia based, ISO 9001 :

A3T offers excellent benefits to enhance the work-life balance, including :