Helpdesk Manager

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

Purpose:

The Helpdesk Manager provides overall leadership and operational oversight for enterprise helpdesk services supporting a federal client. This position is responsible for daily helpdesk operations, staffing, quality control, customer satisfaction, service-level performance, reporting, escalation management, and compliance with contractual requirements.

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.

Qualifications:

• Demonstrated experience managing a helpdesk, service desk, or comparable IT-support program.
• Experience managing enterprise IT-support personnel and service delivery.
• Experience with staffing, escalation management, quality control, reporting, and customer-service performance.
• Experience developing management plans, staffing plans, transition plans, and quality-control documentation.
• Familiarity with Zendesk or comparable ITSM platforms.
• Knowledge of ITIL v4 service-management practices strongly preferred.
• ITIL certification preferred.
• PMP certification preferred.
• Ability to successfully complete and maintain a Public Trust background investigation.

Strativia understands that our staff is our number one asset. Therefore, we provide competitive salaries and health benefits along with a robust training and development plans to help ensure that our employees are happy and motivated.

Strativia is an Equal Opportunity Employer. Strativia in accordance with applicable law, does not discriminate in hiring or otherwise in employment on the basis of race, color, religion, sex, national origin, age, marital or veteran status, disability, sexual orientation, or any other legally protected status. EOE/AA/Vets