This onsite role in Chantilly, VA leads a technical help desk team and oversees daily operations to ensure timely resolution of user issues.

Oversee 24/7 help desk operations to maintain continuous coverage
Direct Level II technicians, monitor ticket volumes and performance metrics, and push the team to exceed service targets
Track and analyze support metrics, identify trends in user requests, and produce management-facing reports
Identify improvement opportunities and implement strategies to raise service quality and user satisfaction
Set clear team goals and drive staff to achieve results while maintaining accountability
Coordinate resources during escalated off-hours issues
Develop, implement, and administer training procedures and policies for help desk staff
Own troubleshooting efforts and resolution of technical issues, while identifying root causes
Collaborate with cross-functional teams to optimize handoffs and support strategic initiatives to improve customer experience
Lead weekly team meetings and provide periodic one-on-one coaching
Communicate effectively with senior-level clients

Bachelor's degree with 6-8 years of relevant experience, or Master's degree with 2-4 years of relevant experience
Active Security+ certification or ability to obtain prior to starting
Active TS/SCI clearance with ability to be approved for poly
Strong verbal and written communication skills
Ability to quickly learn new software and IT concepts
Strong problem-solving and decision-making abilities
Self-starter who can work both independently and in a team
Familiarity with Commercial Off The Shelf products used by the program: Oracle Identity and Access Management suite, Apache webgates, and CA API Gateway
Experience scripting in a Linux environment using Shell and Bash
Deep understanding of COTS integration and custom code development

Help Desk Manager

Job Description