Help Desk Manager

Description

Job Title: Help Desk Manager

Location: Fairfax / Tampa / Daleville

Clearance Required: Minimum of a NACI

Position Overview:

Plateau GRP is seeking a highly motivated Help Desk Manager to oversee the daily operations of a helpdesk supporting a critical Air Force system. The ideal candidate will lead a team of Help Desk Analysts, ensuring exceptional customer service, technical support, and adherence to service level agreements (SLAs). This role requires strong leadership, analytical skills, and a passion for process improvement.

Key Responsibilities:

• Daily Operations Oversight: Ensure helpdesk is adequately staffed during designated working hours to meet SLAs and mission requirements.
• Team Leadership & Development: Supervise and mentor Help Desk Analysts, providing training, guidance, and performance feedback to enhance technical and customer service capabilities.
• Ticket Management & Escalation Monitoring: Monitor ticket queues and escalations, identify service trends or disruptions, and take corrective actions to ensure timely incident resolution.
• Process Improvement: Develop, implement, and continuously refine helpdesk procedures including ticket workflows, escalation protocols, knowledge base management, and reporting standards.
• Customer Satisfaction: Conduct regular customer satisfaction surveys, analyze feedback, and present findings using charts and graphs to the Program Manager.
• Performance Analysis: Analyze helpdesk metrics such as ticket volume, resolution times, and customer satisfaction to identify bottlenecks and opportunities for optimization.

Requirements

• Experience: Minimum of 5 years in helpdesk or IT support roles, with at least 2 years in a supervisory or managerial capacity.
• Skills:
• Help Desk Management
• Customer Service Excellence
• Process Improvement
• Data Analysis & Reporting
• Strong communication and leadership abilities

Preferred Qualifications:

• ITIL Foundation
• CompTIA A+ (IAT Level I)

Plateau does not accept unsolicited resumes from third-party recruiters without a signed third-party agreement. Any unsolicited third-party resumes forwarded by recruiters to Plateau or to any of our managers or employees will be considered public information, may be treated as a direct application from the person identified in the resume, and will not be eligible for placement fee payment to the agency.

EOE Statement:

Plateau is an equal opportunity/affirmative action employer; all qualified applicants will receive consideration for employment without regard to age, gender, gender identification, sex, sexual orientation, color, race, creed, national origin, religion, marital status, parental status, citizenship status, ancestry, physical or mental disability, genetic information, veteran status, military status, or any other classification protected by federal, state, or local laws.

Plateau is committed to providing access and reasonable accommodations for individuals with disabilities. If you require reasonable accommodation, please email the Plateau HR Department at hrteam@plateauinc.com

Plateau is a proud Equal Opportunity Employer! (M/F/Disability/Vets)