HELPDESK MANAGER (ECWM)
Skills
- Proven helpdesk and IT service management leadership in enterprise or government environments
- Strong troubleshooting and systems architecture knowledge across hardware, OS, applications, storage, and networks
- Experience with incident management, escalation processes, and SLA-driven performance monitoring
- Familiarity with ITIL service management practices and relevant certifications (ITIL, HDI)
- Active Secret or IT-II Non-Critical Sensitive security clearance required
- Ability to communicate effectively with technical staff, end users, and senior stakeholders
Responsibilities
- Provide strategic oversight and day-to-day management of Tier I and Tier II helpdesk operations for ECWM and related DoD contracting systems
- Monitor system health and performance; coordinate incident detection, escalation, and response to meet SLAs
- Manage helpdesk staff including hiring, training, performance management, and workforce planning
- Develop and enforce processes, SOPs, and knowledgebase content to improve first-contact resolution and efficiency
- Coordinate with program managers, system administrators, vendors, and stakeholders to resolve complex issues
- Track performance metrics, prepare operational reports, and implement continuous improvement initiatives
- Ensure compliance with DoD security policies, change management, and configuration control
- Support budget planning and vendor relationship management for helpdesk tools and services
Education
- Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field required
- Advanced degree (MS, MBA) in IT management or related field preferred
Benefits
- Comprehensive healthcare including medical, dental, vision, and disability
- 401(k) program with immediate 100% vesting and employer match after 90 days
- Educational Assistance and Student Loan Repayment programs
- Gym Reimbursement Program
- Paid time off and flexible remote work
- Work with a diverse, multidisciplinary team and opportunities for professional development
- Equal Employment Opportunity employer (EOE/M/F/Vet/Disabled)
Average salary estimate
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