Help Desk Manager

Ironbow; Herndon (VA); On-site; USD 90,000 - 120,000; Full time

Job summary

Iron Bow Technologies is seeking an experienced Help Desk Manager to oversee the Tier 1 Help Desk supporting the DOJ Civil Division. This onsite role in Herndon, VA leads daily operations, coordinates with program leadership, and ensures SLA-driven performance and customer satisfaction.

You will drive SOP improvements, monitor metrics, and collaborate with DOJ and Iron Bow leadership to deliver exceptional service across seven days of operation.

Qualifications

• 8+ years of experience leading or overseeing Help Desk, Service Desk, or Call Center environments.
• Experience coaching and developing Help Desk Technicians.
• Experience leading Help Desk operations using an ACD platform.
• Experience with ITSM platforms for incident recording, tracking, escalation, and reporting.
• Experience managing Help Desk with contractual reporting requirements (daily/weekly/monthly).
• Strong understanding of SLAs and reporting performance.
• Experience coordinating staffing for 7-day-a-week coverage.
• Ability to analyze call, ticket, and CSAT data for improvements.
• Excellent written and verbal communication with government customers.

Responsibilities

• Lead and provide daily oversight to a Tier 1 Help Desk team.
• Ensure delivery of responsive, technically accurate, customer-focused support per DOJ guidelines.
• Monitor call volumes, tickets, service levels, and performance trends.
• Manage staffing and scheduling for 7-day coverage.
• Collaborate with DOJ CIV leadership and Iron Bow program/contract leadership.
• Prepare operational status updates for leadership.
• Produce and analyze ITSM performance metrics and dashboards.
• Maintain and improve Tier 1 SOPs for first-level resolution.

Skills

Help Desk Leadership

Coaching

ACD Platform

ITSM

SLA Management

Staffing & Scheduling

Customer service

Communication

Team Collaboration

Education

Bachelor's degree in Computer Science or related discipline

Tools

ITIL

SharePoint

Job description

Iron Bow Technologies is for people who believe trust is paramount , transformation is embraced , and the future is here , because \"What we do matters !

We are a next generation solutions provider, delivering mission success across government, healthcare, and commercial industries. Iron Bow relies on our passionate people , long standing partnerships , and strategic thinking to solve your most critical challenges.

Whether we team with clients, colleagues, or partners, we put each other first. It’s The Iron Bow Way.

THE OPPORTUNITY

Iron Bow Technologies is seeking an experienced Help Desk Manager to support our long-term Federal Government customer, the Department of Justice (DOJ) Civil Division (CIV). In this role, you will lead and manage Help Desk operations supporting the DOJ user community seven days a week.

You will provide day-to-day leadership for our Tier 1 Help Desk team while partnering with contract and program leadership to ensure operational performance, contractual requirements, service levels, staffing, reporting, and customer satisfaction objectives are met. You will also collaborate with other program leads to ensure consistent communication and coordination across the broader program.

This position is onsite at our Herndon, VA Call Center and may occasionally require support at DOJ locations in Washington, DC. Once established in the role, there may be an opportunity for a hybrid schedule based on customer approval and authorization.

• Lead and provide daily oversight, coaching, and support to a team of Tier 1 Help Desk Technicians.
• Ensure the team consistently delivers responsive, technically accurate, and customer-focused support in accordance with DOJ guidelines, standard operating procedures (SOPs), and escalation processes.
• Monitor daily call volumes, ticket activity, service levels, and individual performance to identify trends, address performance gaps, and improve team effectiveness.
• Manage staffing and scheduling to maintain appropriate Help Desk coverage across all shifts, seven days a week.
• Partner 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 information to program, contract, and senior customer leadership.
• Produce and analyze daily, weekly, and monthly ACD and ITSM performance metrics, identifying trends and opportunities to improve reporting and dashboards.
• Monitor contractual SLAs and ensure performance is appropriately tracked, managed, and reported.
• Develop, maintain, and improve Tier 1 Help Desk SOPs, with a focus on increasing first-level resolution and improving the customer experience.
• Monitor ACD workflows and identify opportunities to improve call routing, processes, and overall service delivery.
• Review customer satisfaction survey results and feedback to identify opportunities to improve both service delivery and the customer experience.
• Recognize strong employee performance while providing ongoing coaching and development to help team members succeed.
• Participate in interviewing and selecting qualified Help Desk team members.
• Coordinate with third-party vendors as needed to troubleshoot ACD reporting, system issues, or other operational concerns.
• Foster communication and collaboration across the Help Desk and broader program team.

SKILLS THAT DRIVE SUCCESS

• 8+ years of experience leading or overseeing Help Desk, Service Desk, or Call Center environments focused on delivering a strong customer experience.
• Demonstrated 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 managing 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 established requirements.
• Experience coordinating staffing and work schedules for Help Desk operations supporting seven-day-a-week coverage.
• Ability to analyze call, ticket, and customer satisfaction data and translate findings into operational improvements.
• Strong customer service orientation with the ability to identify and solve client business and operational needs.
• Excellent written and verbal communication skills with the ability to communicate effectively with employees, program leadership, senior leaders, and government customers.
• Strong collaboration skills and the ability to work effectively across multiple program teams and stakeholders.
• Proficiency with Microsoft Office applications, 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 certification may be considered as a substitute.
• Knowledge of ITIL, CMMI, and ISO best practices is preferred.

CLEARANCE REQUIREMENTS

• Active Secret clearance required.

TRAVEL REQUIREMENTS

• This position is primarily onsite at Iron Bow's DOJ Call Center in Herndon, VA.
• Occasional travel to DOJ locations in Washington, DC may be required.
• No travel outside the Washington, DC metropolitan area is anticipated.

WHY YOU'LL LOVE IT

• Lead a team focused on delivering an exceptional customer experience in a highly visible Federal Government environment.
• Make a direct impact on Help Desk operations, employee development, service performance and customer satisfaction.
• Join Iron Bow during a period of continued growth and transformation, creating opportunities to improve how we serve both our customers and employees.

COMPENSATION AND BENEFIT INFORMATION

The salary range for this position is $90,000-120,000/yr. This range reflects the anticipated base pay for the position and is not a guarantee of final compensation. Actual compensation will be determined based on factors including experience, skills, education, location, contract requirements, and business needs.

Iron Bow Technologies reserves the right to fill this role at a different level, depending on qualifications and organizational priorities. This range represents only one component of Iron Bow’s total compensation package. An overview of our benefits is available on our careers page.

OUR EQUAL OPPORTUNITY EMPLOYER COMMITMENT

Iron Bow Technologies is an Equal Opportunity Employer and is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Iron Bow are based on relevant business considerations, such as operational needs, job requirements and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity and/or gender expression, pregnancy, national origin, age, disability, status as a protected veteran or any other characteristic prohibited by law.Iron Bow will not tolerate discrimination or harassment based on any of these characteristics.

Join the Iron Bow team to learn, grow and develop yourself, our customers and, ultimately, our business.