Service Level Management Support Jobs

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Today

Help Desk Manager

Iron Bow Technologies Herndon, VA

Herndon, VA

Today

$90k - $120k/yr Full time Manager Acd (automatic Call Distributor) Customer Service

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Job Description

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.

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