JOB TITLE: Help Desk Manager

LOCATION: Quantico, VA (Onsite 5x)

Local Candidates Only (50 miles)

Candidate needs to have an up-to-date LinkedIn Profile.

Any candidate with recent Federal/State Govt. experience would be a high preference.

Need 3 References:

Company Name:

Person Name:

Designation:

Official Mail ID: / Reference's LinkedIn (project duration should be matching)

Contact Number:

Help Desk Manager

We are seeking a seasoned Help Desk Manager to lead and oversee Tier 1 and Tier 2 support operations for a high-security government program. The ideal candidate will have extensive experience managing help desk teams, resolving technical issues, and maintaining high customer satisfaction in a fast-paced, mission-critical environment. This role requires a hands-on leader with strong troubleshooting expertise, superior communication skills, and experience with Microsoft Office and SharePoint. Familiarity with CODIS is highly preferred.

Key Responsibilities:

• Manage daily operations of the help desk, ensuring prompt and effective resolution of technical issues.
• Supervise and mentor help desk staff, providing training and performance management to ensure service excellence.
• Develop, document, and enforce help desk procedures, service level agreements (SLAs), and escalation paths.
• Monitor ticket queues, analyze trends, and generate performance reports to improve support outcomes.
• Ensure compliance with security protocols and maintain operational readiness in a Top Secret environment.
• Serve as the escalation point for complex software and user issues, leveraging advanced troubleshooting skills.
• Coordinate with technical teams to support system updates, migrations, and incident resolution.
• Maintain user-facing documentation and knowledge base content to enhance self-service support.
• Utilize and support Microsoft Office Suite and SharePoint to facilitate collaboration and reporting.
• Communicate effectively with users, stakeholders, and leadership to provide updates and manage expectations.
  
  

Required Qualifications:

• Minimum of 5 years of experience as a Help Desk Manager supporting programs of similar scope and complexity.
• Demonstrated troubleshooting expertise on software and desktop support issues.
• Minimum of 3 years of experience with Microsoft Office Suite (Word, Excel, PowerPoint) and SharePoint (as a user).
• Excellent written and verbal communication skills.
• Active Top Secret Clearance (required).
• Preferred: At least 1 year of experience with CODIS or familiarity with its operational environment.
  
  

Respectfully,

101 Hudson St 21st floor, Jersey City, NJ

Anshu Chaudhary

Sr. Technical Recruiter

Desk:

Email:

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