Help Desk Manager

E Logic; Washington (District of Columbia); On-site; USD 70,000 - 90,000; Full time

Job summary

E Logic is seeking a Help Desk Manager to lead an onsite IT customer service team supporting over 4,000 users across various military IT divisions. This role involves supervising operations, managing technical staff, and ensuring compliance with ITIL standards.

The ideal candidate will have at least 5 years of IT support experience, strong leadership skills, and a current ITIL v4 certification. You will work closely with senior military leaders to resolve escalated issues and ensure high performance within the help desk.

Qualifications

• 5+ years in IT support environments with leadership experience.
• Current ITIL v4 certification is mandatory.
• Strong communication and team leadership capabilities.

Responsibilities

• Supervise help desk operations and technical staff.
• Ensure compliance with ITIL v4 standards.
• Compile performance data for reports.
• Interact with leadership to resolve high-priority issues.

Skills

IT Support Experience

Leadership Skills

Metric Tracking

Professional Communication

Education

ITIL v4 Certification

Tools

Crow Canyon

ServiceNow

Job description

E-logic is seeking a Help Desk Manager to lead an onsite IT customer service team supporting over 4,000 users across the Deputy Under Secretary of the Navy (Management) - Information Technology Division - DUSN (M) ITD. You will oversee daily operations, manage technical staff, ensure compliance with ITIL frameworks, and drive the team to meet strict government service level agreements. The locations will be within the National Capital Region (NCR).

Key Responsibilities

• Supervise daily help desk operations and technical staff to meet key performance indicators (e.g., 90% First-Call Resolution, 4-hour standard resolution time, 95%+ Customer Satisfaction).
• Oversee existing help desk tools (Crow Canyon) and help lead the team's operational migration to ServiceNow.
• Align all IT support processes, ticket logging, and metrics reporting with ITIL v4 standards.
• Compile technical performance data for Monthly and Quarterly Status Reports (MSR/QSR).
• Interact professionally with senior military and civilian leadership to resolve escalated high-priority issues.

Qualifications

• At least 5 years of proven experience in IT support environments, with demonstrated leadership or supervisory experience.
• Must hold a current ITIL v4 certification.
• Excellent team leadership, metric tracking, and professional communication skills.

Important Notice

This role is part of a proposal for the Deputy Under Secretary of the Navy (Management) - Information Technology Division - DUSN (M) ITD. Hiring is contingent upon the selection of the consultant. Selected candidates will be included in the proposal and must authorize the use of their resume for submission.