Help Desk Manager

MANTECH seeks a motivated, career and customer-oriented Help Desk Manager to join our team in the DC, Maryland, and Virginia (DMV) area.

As a Help Desk Manager, this individual will lead the team providing essential technical assistance to government users, ensuring efficient resolution of IT issues within a Complex Enterprise IT Environment (including laptops, phones, AV, and servers). Their leadership is key to maintaining high service levels and enhancing the productivity of federal personnel through the application of ITSM frameworks and ITIL best practices. This individual manages and supervises the overall functioning of 24/7/365 Operations Support Center activities, directing staff in call center support, service desk support, and switchboard operations to drive a modern Shift Left strategy that prioritizes First Contact Resolution (FCR) and Tier 0 Self-Service adoption.

Responsibilities include but are not limited to:

• Oversee the daily operations of a 24/7/365 Operations Support Center, supervising geographically dispersed Tier 1 staff to ensure the efficient delivery of desktop support and mission-essential services for government users in a multi-server environment, while simultaneously monitoring facilities and program data centers.

• Direct the operations of the VIP 'Gold Desk,' ensuring high-priority routing and 'White Glove' handling for Executives and mission-critical personnel.

• Manage the Automatic Call Distribution (ACD) system and IVR menus to optimize call routing and minimize abandonment rates.

• 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 helpdesk 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:

• BA/BS (Relevant Field) and 7+ experience managing a help desk or service desk team within a government contract environment.

• Proven ability to lead a "Shift Left" initiative by optimizing the Knowledge Management lifecycle. This includes identifying Tier 1 resolutions and proactively publishing high-quality content to the Tier 0 Self-Service Portal to optimize ticket deflection and reduce overall support volume.

• Expert-level oversight of the entire Knowledge Management lifecycle, including governance, auditing, and continuous improvement of internal and external knowledge bases.

• Ability to utilize Workforce Management (WFM) principles to analyze call arrival patterns and optimize agent scheduling, ensuring SLA compliance during surges and spikes.

• Proven track record fostering a Knowledge-Centered Service (KCS) culture, measuring performance on handle time and Knowledge Base development.

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

• Demonstrated experience using data analytics (e.g., Excel, PowerBI, ServiceNow dashboards) to identify trend anomalies and forecast staffing needs.

• Proficiency in managing enterprise-grade ITSM and Knowledge tools (e.g., ServiceNow, Salesforce, Zendesk, or Jira Service Management).

Preferred Qualifications:

• HDI Support Center Manager (SCM) certification.

•  Experience in applying Agile or Scrum methodologies to Service Desk workflows

• ITIL Foundation certification.

• PMP Certification

Clearance Requirements:

• Must be a U.S. citizen 

• Must be able to obtain DHS EOD suitability 

• An active EOD suitability is highly desired. 

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.