Help Desk Manager

Job Summary

A company is looking for a Help Desk Lead/Manager to oversee help desk operations in support of a federal IT program.

Key Responsibilities

• Manage daily help desk operations, including staff supervision and support coordination
• Provide technical assistance and act as an escalation point for complex support requests
• Monitor help desk metrics and ensure high levels of customer service

Required Qualifications

• 10 years of experience, including supervisory or lead experience
• 7+ years in IT support, with at least 3 years in a leadership role
• Experience in a large-scale, high-availability IT environment
• Strong understanding of help desk systems and performance tracking
• Must possess or be able to obtain a Public Trust security clearance