Help Desk Manager

Job Description

Job Description

CONTINGENT UPON CONTRACT AWARD

Clearance : Public Trust

Location : Alexandria, VA, possibility of remote / telework

The contractor shall provide a Help Desk Manager to maintain, oversee, and support ticket queues for all support tiers. The Help Desk Manager shall ensure adherence to NCUA processes and OneStop SLAs, drive key performance metrics, manage workload across teams, and delegate tasks accordingly. The contractor’s Help Desk Manager shall be proficient in ServiceNow and provide continual service improvement support by improving existing processes, establishing new processes, and leveraging ServiceNow workflows and templates to increase operational efficiency.

Minimum Qualifications :

• Bachelor's degree in computer science, Information Science, Information Systems Management, Math, Statistics, Operations Research, or Engineering; The government will consider additional years of experience with industry certifications in lieu of an IT Engineering or STEM degree.
• Minimum 10 years’ experience managing and / or supporting Federal IT programs.

Duties :

Charles F. Day & Associates, LLC is an equal opportunity / affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. HUBZone residency preferred.