Helpdesk Manager

Job Summary

A company is looking for a Helpdesk Manager to lead a technical support team for federal customers.

Key Responsibilities

• Oversee daily operations and supervision of Help Desk staff for Tier 1 and Tier 2 support
• Manage service requests and incidents through the ServiceNow platform, ensuring SLA compliance
• Serve as the escalation point for complex technical issues and coordinate with cross-functional teams

Required Qualifications

• Bachelor's degree in Computer Science, Information Systems, Engineering, Business, or a related field
• Minimum of 5 years in IT support, with at least 2 years in a leadership role
• Experience managing help desk teams in diverse user environments
• Proven experience with ServiceNow or similar ITSM platforms
• Strong understanding of ITIL practices and IT service delivery processes