Help Desk Manager

Iron Bow Technologies is seeking an experienced Help Desk Manager to oversee Tier 1 support for a long-term Department of Justice (DOJ) Civil Division (CIV) customer.

Responsibilities

• Provide daily leadership, oversight, coaching, and support for a team of Tier 1 Help Desk Technicians.
• Ensure technicians deliver responsive, technically accurate, customer-focused service aligned to DOJ guidelines, SOPs, and escalation processes.
• Review daily call volumes, ticket activity, service levels, and individual performance to spot trends and close performance gaps.
• Manage staffing and scheduling to maintain appropriate seven-day-a-week Help Desk coverage across shifts.
• Coordinate with DOJ CIV leadership and Iron Bow program and contract leadership to address operational needs, customer issues, and service improvements.
• Prepare and communicate operational status and performance reporting to program, contract, and senior customer leadership.
• Produce and analyze daily, weekly, and monthly ACD and ITSM performance metrics, and recommend improvements to reporting and dashboards.
• Monitor contractual SLAs and ensure performance is tracked, managed, and reported.
• Develop, maintain, and continuously improve Tier 1 Help Desk SOPs to increase first-level resolution and improve customer experience.
• Monitor ACD workflows and identify opportunities to improve call routing, processes, and overall service delivery.
• Review customer satisfaction survey results and feedback, then translate findings into service and experience improvements.
• Recognize strong performance and provide ongoing coaching and development to support team success.
• Participate in interviewing and selecting qualified Help Desk team members.
• Coordinate with third-party vendors as needed to troubleshoot ACD reporting, system issues, and other operational concerns.
• Support effective communication and collaboration across the Help Desk and the broader program team.

Requirements

• 8+ years leading or overseeing Help Desk, Service Desk, or Call Center operations with a strong customer experience focus.
• Proven experience managing, coaching, and developing Help Desk Technicians.
• Experience leading Help Desk operations using a formal Automatic Call Distribution (ACD) platform.
• Experience working with IT Service Management (ITSM) platforms for incident recording, tracking, escalation, and reporting.
• Experience supporting Help Desk operations with defined contractual reporting requirements, including daily, weekly, and monthly performance metrics.
• Strong understanding of contractual Service Level Agreements (SLAs), including monitoring, managing, and reporting performance against requirements.
• Experience coordinating staffing and work schedules for seven-day-a-week coverage.
• Ability to analyze call, ticket, and customer satisfaction data and turn results into operational improvements.
• Strong customer service orientation with the ability to identify and resolve client business and operational needs.
• Excellent written and verbal communication skills with the ability to communicate with employees, program leadership, senior leaders, and government customers.
• Strong collaboration skills across multiple program teams and stakeholders.
• Proficiency with Microsoft Office including Excel, Word, and SharePoint.
• Bachelor’s degree in Computer Science or a related discipline.
• CCSP (Certified Customer Service Professional) certification or equivalent at time of hire, or ability to obtain within 60 days of start.
• Microsoft certification at time of hire or ability to obtain within 60 days of start; existing MD-100 or Google IT Support may be considered as a substitute.
• Knowledge of ITIL, CMMI, and ISO best practices is preferred.
• Active Secret clearance required.

Location and Schedule

• Onsite at Iron Bow’s DOJ Call Center in Herndon, VA 20171.
• Occasional support travel to DOJ locations in Washington, DC.
• Potential for a hybrid schedule once established.
• No travel outside the Washington, DC metropolitan area anticipated.

Compensation

• Salary range: $90,000 - $120,000 per year.
• Iron Bow Technologies may fill at a different level based on qualifications and organizational priorities.

Technologies

• Automatic Call Distribution (ACD)
• IT Service Management (ITSM)
• Microsoft Office (Excel, Word, SharePoint)
• ITIL, CMMI, ISO
• MD-100
• Google IT Support

Why You’ll Love It

• Lead Help Desk operations in a highly visible Federal Government environment with a direct focus on customer experience.
• Drive impact across service performance, team development, and customer satisfaction.
• Join Iron Bow during continued growth and transformation focused on improving how customers and employees are supported.