Help Desk Manager

Job Summary

A company is looking for a Help Desk Manager.

Key Responsibilities

• Ensure adherence to client's processes and SLAs, manage workload across teams, and delegate tasks
• Develop and execute procedures for conducting end user satisfaction surveys
• Maintain a continuous service improvement program and manage ticket queues

Required Qualifications

• Must be able to obtain and maintain a Public Trust security clearance
• 12+ years of professional experience as a Help Desk manager supporting federal programs
• Bachelor's degree in Information Technology or related field or equivalent professional experience
• Proficient in ServiceNow and experienced in managing ticket queues
• Demonstrated experience in driving key performance metrics and managing workload across help desk teams