Enterprise Helpdesk & ITSM Lead (Govt Client)

Strativia; Washington (District of Columbia); On-site; USD 70,000 - 110,000; Full time

Job summary

Strativia is seeking a Helpdesk Manager to provide leadership for enterprise helpdesk services supporting a federal client. The role oversees daily operations, staffing, quality control, and service-level performance.

You will coordinate Tier 1–3 resources, implement ITSM practices, and develop management and transition plans, while maintaining reporting to client leadership and ensuring compliance with contractual requirements.

Qualifications

• Experience managing a helpdesk, service desk, or IT-support program.
• Experience with staffing, escalation management, quality control, reporting.
• Familiarity with Zendesk or comparable ITSM platforms.
• Knowledge of ITIL v4 service-management practices preferred.
• ITIL and PMP certifications preferred.

Responsibilities

• Oversee daily helpdesk operations and service delivery.
• Serve as a primary interface with Government stakeholders.
• Manage staffing, workload, performance, and quality-control activities.
• Ensure compliance with contractual service-level requirements and quality standards.
• Develop and maintain the Project Management Plan, Management/Staffing Plan, Quality Control Plan, transition plans, and related deliverables.
• Prepare weekly and monthly operational reports.
• Manage ticket escalations, after-hours support, and contingency procedures.
• Monitor customer satisfaction and implement improvements when needed.
• Track service metrics, KPIs, SLAs, and quality results.
• Lead helpdesk staff and coordinate Tier 1, Tier 2, Tier 3, and other technical resources as required.
• Support Zendesk reporting and ITSM performance monitoring.
• Apply ITIL-based service-management practices.
• Maintain strong communication with client leadership and technical stakeholders.

Skills

Helpdesk management

Staffing & scheduling

Escalation management

Customer service performance

ITIL practices

Tools

Zendesk

ITSM platforms

Job description

Strativia is seeking a Helpdesk Manager to provide leadership for enterprise helpdesk services supporting a federal client. The role oversees daily operations, staffing, quality control, and service-level performance.

You will coordinate Tier 1–3 resources, implement ITSM practices, and develop management and transition plans, while maintaining reporting to client leadership and ensuring compliance with contractual requirements.