Help Desk Manager

S2i2 IncBattle Creek, MI, US

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Job Description

Job Title : Help Desk Manager

Location : Hart–Dole–Inouye Federal Center, Battle Creek, Michigan (on-site; limited alternate worksite flexibility with COR approval)

Clearance : U.S. Citizenship required; ability to obtain a Common Access Card (CAC)

Salary : $80K-$84K

Application Deadline : October 23, 2025

To apply , please follow these steps :

Visit : https : / / s2i2.isolvedhire.com / jobs /
Select the position you are interested in
Review the job details, then click Apply Now
Complete and submit your application

Position Overview :

The Help Desk Manager oversees and manages the daily operations of the CAGE Registration Help Desk in support of the Defense Logistics Agency (DLA). This role ensures efficient, accurate, and timely processing of CAGE Code registration requests and customer inquiries.

The manager supervises help desk personnel, coordinates resolution of technical and registration-related issues, and ensures compliance with established DLA processes and performance metrics.

Key Responsibilities :

Manage and oversee daily CAGE Code registration processing and customer service operations.

Supervise help desk personnel to ensure accurate, timely, and customer-focused responses.

Coordinate and track trouble reports, ensuring prompt resolution and follow-up with internal teams and external stakeholders.

Monitor system performance, identify trends in customer requests, and implement process improvements to enhance service efficiency.

Develop and maintain standard operating procedures (SOPs) and help desk workflows aligned with DLA quality standards.

Collaborate with the Program Management Office (PMO) and the Contracting Officer's Representative (COR) to meet all service-level expectations.

Generate performance reports and analyze help desk metrics to identify areas for improvement and training.

Maintain compliance with all DLA and DoD registration policies and cybersecurity requirements.

Required Qualifications :

Bachelor's degree or five (5) years of relevant experience in help desk or service desk management.

Strong experience with CAGE Code registration operations or similar federal registration processes (e.g., SAM.gov, DUNS, NCAGE).

Proven ability to manage help desk operations , including personnel supervision, workflow management, and issue escalation.

Understanding of CAGE registration operations , customer interaction protocols, and documentation standards.

Excellent leadership, communication, and problem-solving skills.

Proficiency in Microsoft Office applications and help desk tracking or ticketing systems.

Desired Skills and Certifications :

Familiarity with DLA systems, policies, or procedures related to CAGE registration.

ITIL, HDI , or other service management certifications preferred.

Experience supporting federal help desk operations or large-scale registration systems.

About S2i2

S2i2 is a growing company with a supportive and inclusive culture and many opportunities for professional development and growth. We have created a supportive, family-like work environment where contributions are recognized. Regular company updates and open lines of communication with leadership fosters collaboration within the company.

We are proud to include :

Support to achieve professional certifications and degrees

Leadership that is accessible to all employees

Regular company updates

Client networking social engagements

Monthly team-building activities (past examples : Top Golf)

Supporting our community - including veterans

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information.

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Help Desk Manager • Battle Creek, MI, US