Help Desk Manager

We are a federal IT company on a mission to make customer experience (CX) the center of every government solution.

Technology is our Passion. People are our Purpose.

We are a federal IT company on a mission to make customer experience (CX) the center of every government solution.

Technology is our Passion. People are our Purpose.

We know tech, but we love people. NuAxis is home to thinkers and feelers, engineers and artists. We work hard and support each other along the way. Teamwork is more than just a buzzword for us - it's a state of mind. We believe happy employees do amazing work, so join our team NOW!

We are currently seeking a talented and motivated Help Desk Manager to join our team supporting WMATA.

Position Summary

The Help Desk Manager oversees the daily operations of the WMATA IT Service Desk, providing leadership, direction, and technical support to Tier I and Tier II technicians. This role serves as the primary point of contact for customer concerns, driving operational excellence, ensuring SLA compliance, and promoting a culture of continuous improvement. The manager develops and implements incident management processes, prepares performance reports, and partners with WMATA leadership to enhance service delivery and user satisfaction.

Essential Functions

• Operational Oversight
  
• Provide tactical day-to-day management of all Tier I and Tier II support activities.
  
• Oversee ticket queues, incident resolution, and service request fulfillment to ensure adherence to SLAs.
  
• Review ticket transfers between tiers to prevent unnecessary escalations and ensure appropriate issue ownership.
  
• Manage on-site special services including workstation setup, AV support, kiosk assistance, and hardware installation.
  
• Ensure adherence to WMATA's Quality Assurance Plan through regular inspections and call monitoring.
  
• Oversee work distribution across multiple support channels (email, phone, walk-up counter, etc.).
  
• Leadership & Team Development
  
• Lead, coach, and mentor Service Desk staff; provide daily, weekly, and monthly performance feedback.
  
• Conduct training and development to improve technical and customer service skills.
  
• Monitor technician attendance, assign schedules, and recommend corrective actions when necessary.
  
• Support recruiting, interviewing, onboarding, and retention of high-performing technical staff.
  
• Promote a collaborative, customer-centric team environment focused on accountability and service quality.
  
• Service Improvement & Reporting
  
• Analyze ticket trends to identify recurring issues and recommend root-cause solutions.
  
• Develop and maintain standard operating procedures, escalation paths, and knowledge base documentation.
  
• Prepare and present operational reports (ticket metrics, escalations, outages, satisfaction surveys) to WMATA leadership.
  
• Recommend and implement process improvements to enhance service efficiency and customer experience.
  
• Collaborate with other IT functions (infrastructure, network, application support) to ensure seamless end-to-end resolution.
  

Requirements

• 3-5 years of experience managing or supervising an IT Service Desk or technical support team.
  
• Strong understanding of ITIL-based service delivery and performance management.
  
• Proficient with Microsoft technologies including Windows 10/11, Office 365, Active Directory, and MDM tools (Intune, Azure AD).
  
• Familiarity with enterprise ITSM tools such as ServiceNow, BMC Remedy, or Cherwell.
  
• Exceptional communication, leadership, and problem-solving skills.
  
• Certifications (required or must obtain within employment period):
  
• Microsoft Office Specialist (MOS) certification (Office 2007 or later).
  
• ITIL v4 Foundation or equivalent.
  
• HDI Customer Service Representative or other industry-recognized service desk certification.
  

Preferred Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related discipline (or equivalent experience).
  
• ITIL v4 Intermediate or Service Operations certification.
  
• Experience supporting large transportation or public-sector environments.
  
• Prior experience managing VIP or executive-level IT support.
  

Professional Attributes

• Strong customer-focused mindset with commitment to service excellence.
  
• Ability to manage competing priorities in a fast-paced environment.
  
• Analytical thinker who proactively identifies and resolves issues.
  
• Collaborative leader who fosters teamwork, transparency, and accountability.
  

Does this opportunity sound like a fit for you? If so, join our talent community and click to apply now!!

Our Profile:

We are an IT company with a unique mission-to make people the center of every federal IT solution. Our technologists have always gone the extra mile to help our federal clients succeed. And over the years, we saw a growing disconnect in how federal IT initiatives were built and managed.Time after time, programs failed because the focus was on the tools and products and not the people using them. Learn More .

NuAxis is an Equal Opportunity/Affirmative Action Employer, including Vets and Disabled. Employment is contingent upon the successful completion of a background investigation. Learn More about our Benefits and Culture!

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