Help Desk Specialist Manager
AMERICAN SYSTEMS · Arlington, VA, US ·
- Employment
- Contract
- Category
- Support
Overview
The Help Desk Specialist Manager leads the staff and day-to-day operations of the technical service desk supporting the F-35 Joint Program Office Virtual Enterprise environment. This position directs second-tier support for end-user hardware, software, applications, servers, network services, service requests, incidents, and recurring problems that cannot be resolved at the first tier. The role trains and coaches help desk personnel, monitors service levels and customer experience, serves as an escalation point for critical or unusual issues, and uses performance data, post-incident reviews, and root-cause analysis to improve service quality. Through disciplined use of information technology service management processes and tools, the Help Desk Specialist Manager promotes timely restoration of service, accurate ticket handling, effective knowledge transfer, and continual service improvement.
Responsibilities
- Manage help desk personnel and daily support operations, including work assignment, coaching, performance oversight, and coverage needed to maintain uninterrupted service.
- Direct second-tier troubleshooting for personal computers, servers, applications, hardware, software, network services, and other end-user technologies.
- Oversee service requests, incidents, escalations, and problem-management activities to support timely resolution in accordance with established service-level expectations.
- Serve as the escalation point and facilitator for severe, critical, recurring, or technically complex issues requiring coordination across support teams.
- Train personnel on help desk systems, tools, knowledge resources, documentation standards, troubleshooting methods, and current technical or product updates.
- Monitor ticket volume, resolution times, backlog, customer satisfaction, service trends, and other key metrics to identify performance gaps and resource needs.
- Lead post-incident reviews and root-cause analyses and ensure that corrective actions, knowledge articles, and process improvements are implemented to reduce recurrence.
- Coordinate with network, systems, application, cybersecurity, and engineering teams to restore service and resolve issues that cross technical boundaries.
- Recommend workflow, staffing, automation, and service-management improvements that increase efficiency, reduce risk, and improve the user experience
Qualifications
- Bachelor’s degree from an accredited college or university in information technology, computer science, management information systems, or a related discipline.
- Minimum of five years of related technical support or help desk experience as an individual contributor; one to three years of supervisory or team-lead experience is also required.
- Experience managing the day-to-day performance of technical support personnel and ensuring that team milestones, service objectives, and operational priorities are achieved.
- Strong knowledge of help desk operations, second-tier troubleshooting, incident management, problem management, service request fulfillment, escalation, and root-cause analysis.
- Experience using information technology service management platforms and performance metrics to document, track, analyze, and improve service delivery.
- Demonstrated ability to coordinate across Government, contractor, network, systems, application, cybersecurity, and engineering stakeholders in a mission-focused environment.
- CLEARANCE: Active Secret clearance