Help Desk Manager

Description

This is a regular, onsite Help Desk Manager role in the Technical Support Services job family, supporting frontline IT for a program in enterprise IT.

The role directly affects the mission by keeping frontline IT running smoothly, with quick resolutions and steady service quality across the program.

The company is a global technology and professional services firm with about 26,000 staff. It serves major US government, defense and intelligence agencies and operates in more than 50 countries, with work in AI, cloud, cyber and software development.

Responsibilities

• Lead, manage and support the help desk team, giving daily supervision and guidance.
• Work with other functions to keep support timely and consistent across offices.
• Improve resolution times, customer satisfaction and process consistency across the help desk.

Requirements

• You have at least 5 years of related experience.
• You have a Bachelor of Arts or Bachelor of Science degree.
• You have experience with an ITSM platform such as ServiceNow, and with monitoring tools such as SolarWinds, Splunk or Microsoft SCOM.
• You have Windows and Active Directory administration experience, including alert management, incident tracking and escalation procedures.
• You are strong in ITIL and ITSM tools, with working knowledge of Windows, networking and identity management.
• You can produce SLA and trend reports, and you can set, track and improve SLAs.
• You bring experience in continuous improvement, problem management and SLA management.
• You communicate well in writing and verbally, with a continuous improvement mindset.
• You must currently hold a Top Secret SCI clearance with a polygraph, or be able to obtain one.
• Only US citizens qualify.
• No certifications are required.
• No public trust or other clearance is required.

Conditions

The role is onsite in Tampa, Florida, with no additional work locations listed.

The schedule is 40 hours per week.

Travel is required for less than 10% of the time.

As part of hiring, you will complete an identity verification process using biometrics and AI, and you must be on camera for virtual interviews. The company may photograph you to verify identity, and by proceeding you authorize collection and use of your biometric data for that purpose.

The likely salary range is $97,968 to $126,500. This is not a guarantee. Pay depends on experience, location and possibly contract requirements, and may fall outside this range.

The company is an equal opportunity employer that welcomes individuals with disabilities and protected veterans.

Benefits

• Medical plan options, some with Health Savings Accounts, plus dental and vision plans.
• A 401(k) that accepts pre-tax and post-tax contributions up to IRS limits, with a company match.
• Full flex work weeks where possible, and paid time off for vacation, sickness, personal time, holidays, parental, military, bereavement and jury duty.
• Short- and long-term disability, life, accidental death and dismemberment, personal accident, critical illness and business travel accident insurance, provided or available.
• An AI-powered career tool that suggests career steps and learning, and an internal mobility team to help you reach career goals.
• A military-friendly workplace.