{"schemaVersion":"jobsearcher.job.v1","id":"fa6f11fcc1ca4e12334c0957","url":"https://jobsearcher.com/jobs/fa6f11fcc1ca4e12334c0957","canonicalUrl":"https://jobsearcher.com/jobs/fa6f11fcc1ca4e12334c0957","title":"Helpdesk Manager","description":"Purpose:\nThe Helpdesk Manager provides overall leadership and operational oversight for enterprise helpdesk services supporting a federal client. This position is responsible for daily helpdesk operations, staffing, quality control, customer satisfaction, service-level performance, reporting, escalation management, and compliance with contractual requirements.\n\nResponsibilities:\nOversee daily helpdesk operations and service delivery.\nServe as a primary interface with Government stakeholders.\nManage staffing, workload, performance, and quality-control activities.\nEnsure compliance with contractual service-level requirements and quality standards.\nDevelop and maintain the Project Management Plan, Management/Staffing Plan, Quality Control Plan, transition plans, and related deliverables.\nPrepare weekly and monthly operational reports.\nManage ticket escalations, after-hours support, and contingency procedures.\nMonitor customer satisfaction and implement improvements when needed.\nTrack service metrics, KPIs, SLAs, and quality results.\nLead helpdesk staff and coordinate Tier 1, Tier 2, Tier 3, and other technical resources as required.\nSupport Zendesk reporting and ITSM performance monitoring.\nApply ITIL-based service-management practices.\nMaintain strong communication with client leadership and technical stakeholders.\n\nQualifications:\nDemonstrated experience managing a helpdesk, service desk, or comparable IT-support program.\nExperience managing enterprise IT-support personnel and service delivery.\nExperience with staffing, escalation management, quality control, reporting, and customer-service performance.\nExperience developing management plans, staffing plans, transition plans, and quality-control documentation.\nFamiliarity with Zendesk or comparable ITSM platforms.\nKnowledge of ITIL v4 service-management practices strongly preferred.\nITIL certification preferred.\nPMP certification preferred.\nAbility to successfully complete and maintain a Public Trust background investigation.\n\nStrativia understands that our staff is our number one asset. Therefore, we provide competitive salaries and health benefits along with a robust training and development plans to help ensure that our employees are happy and motivated. If you are interested in the opportunity above please contact us and join a dynamic, fun and, fast growing organization.\n\nStrativia is an Equal Opportunity Employer. Strativia in accordance with applicable law, does not discriminate in hiring or otherwise in employment on the basis of race, color, religion, sex, national origin, age, marital or veteran status, disability, sexual orientation, or any other legally protected status. EOE/AA/Vets","company":"Strativia","rawCompany":"strativia","city":"Washington","state":"DC","isRemote":false,"isActive":false,"createdAt":"2026-09-02T07:49:54.795Z","occupations":[{"code":"11-1021.00","title":"General and Operations Managers","slug":"general-and-operations-managers"},{"code":"43-1011.00","title":"First-Line Supervisors of Office and Administrative Support Workers","slug":"first-line-supervisors-of-office-and-administrative-support-workers"},{"code":"11-3012.00","title":"Administrative Services Managers","slug":"administrative-services-managers"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"541611","title":"Administrative Management and General Management Consulting Services","slug":"administrative-management-and-general-management-consulting-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Helpdesk Manager","description":"Purpose:\nThe Helpdesk Manager provides overall leadership and operational oversight for enterprise helpdesk services supporting a federal client. This position is responsible for daily helpdesk operations, staffing, quality control, customer satisfaction, service-level performance, reporting, escalation management, and compliance with contractual requirements.\n\nResponsibilities:\nOversee daily helpdesk operations and service delivery.\nServe as a primary interface with Government stakeholders.\nManage staffing, workload, performance, and quality-control activities.\nEnsure compliance with contractual service-level requirements and quality standards.\nDevelop and maintain the Project Management Plan, Management/Staffing Plan, Quality Control Plan, transition plans, and related deliverables.\nPrepare weekly and monthly operational reports.\nManage ticket escalations, after-hours support, and contingency procedures.\nMonitor customer satisfaction and implement improvements when needed.\nTrack service metrics, KPIs, SLAs, and quality results.\nLead helpdesk staff and coordinate Tier 1, Tier 2, Tier 3, and other technical resources as required.\nSupport Zendesk reporting and ITSM performance monitoring.\nApply ITIL-based service-management practices.\nMaintain strong communication with client leadership and technical stakeholders.\n\nQualifications:\nDemonstrated experience managing a helpdesk, service desk, or comparable IT-support program.\nExperience managing enterprise IT-support personnel and service delivery.\nExperience with staffing, escalation management, quality control, reporting, and customer-service performance.\nExperience developing management plans, staffing plans, transition plans, and quality-control documentation.\nFamiliarity with Zendesk or comparable ITSM platforms.\nKnowledge of ITIL v4 service-management practices strongly preferred.\nITIL certification preferred.\nPMP certification preferred.\nAbility to successfully complete and maintain a Public Trust background investigation.\n\nStrativia understands that our staff is our number one asset. Therefore, we provide competitive salaries and health benefits along with a robust training and development plans to help ensure that our employees are happy and motivated. If you are interested in the opportunity above please contact us and join a dynamic, fun and, fast growing organization.\n\nStrativia is an Equal Opportunity Employer. Strativia in accordance with applicable law, does not discriminate in hiring or otherwise in employment on the basis of race, color, religion, sex, national origin, age, marital or veteran status, disability, sexual orientation, or any other legally protected status. EOE/AA/Vets","datePosted":"2026-09-02T07:49:54.795Z","dateModified":"2026-09-02T07:49:54.795Z","hiringOrganization":{"@type":"Organization","name":"Strativia","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Washington","addressRegion":"DC","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"fa6f11fcc1ca4e12334c0957"},"url":"https://jobsearcher.com/jobs/fa6f11fcc1ca4e12334c0957"}}