Help Desk Manager

Job description

Overview The Help Desk Manager leads day-to-day service desk operations supporting Agency end users and IT services. This role manages Tier I/II support teams, ensures consistent incident/request handling, and drives service quality, customer satisfaction, and operational discipline. The Help Desk Manager coordinates with cybersecurity, infrastructure, and program management stakeholders to ensure support activities align with security requirements, configuration/change control, and audit-ready documentation expectations under the strategic oversight of the Agency CIO/PMO. Responsibilities: - Manage Tier I/II help desk operations, including staffing, schedules, workload balancing, and escalation paths to ensure timely resolution of incidents and service requests. - Own and enforce incident management processes (triage, prioritization, escalation, communications, and closure), ensuring tickets contain complete and accurate resolution documentation. - Drive customer service excellence through defined service standards, user communications, and continuous improvement based on ticket trends and stakeholder feedback. - Coordinate with cybersecurity staff on security-related tickets (e.g...