Help Desk Manager

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

Job summary

E-Logic, Inc. is seeking a Help Desk Manager to lead an onsite IT customer service team supporting over 4,000 users in Washington, D.C. You will manage daily operations and technical staff, ensuring compliance with ITIL frameworks and driving the team to meet strict service level agreements.

The desired candidate must have at least 5 years of experience in IT support, demonstrated leadership skills, and hold an ITIL v4 certification. Strong communication and metric tracking abilities are essential.

Qualifications

• At least 5 years of proven experience in IT support environments.
• Demonstrated leadership or supervisory experience.
• Must hold a current ITIL v4 certification.

Responsibilities

• Supervise daily help desk operations to meet KPIs.
• Oversee help desk tools and lead operational migration.
• Align IT support processes with ITIL v4 standards.
• Compile technical performance data for reports.
• Interact with military and civilian leadership to resolve issues.

Skills

IT Support Leadership

ITIL Framework Compliance

Metric Tracking

Professional Communication

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.