Help Desk Manager

Overview

The Help Desk Manager leads day-to-day service desk operations supporting Agency end users and IT services. This role manages Tier I/II support teams, ensures consistent incident/request handling, and drives service quality, customer satisfaction, and operational discipline. The Help Desk Manager coordinates with cybersecurity, infrastructure, and program management stakeholders to ensure support activities align with security requirements, configuration/change control, and audit-ready documentation expectations under the strategic oversight of the Agency CIO/PMO.

Responsibilities

• Manage Tier I/II help desk operations, including staffing, schedules, workload balancing, and escalation paths to ensure timely resolution of incidents and service requests.
• Own and enforce incident management processes (triage, prioritization, escalation, communications, and closure), ensuring tickets contain complete and accurate resolution documentation.
• Drive customer service excellence through defined service standards, user communications, and continuous improvement based on ticket trends and stakeholder feedback.
• Coordinate with cybersecurity staff on security-related tickets (e.g., suspected phishing, endpoint issues, access concerns) and ensure escalations support timely response and containment.
• Support configuration management and change control by ensuring support procedures reflect approved changes, tracking user-impacting changes, and maintaining documentation for repeatable execution.
• Maintain and improve knowledge management (knowledge base articles, FAQs, runbooks) to increase first-contact resolution and reduce recurring issues.
• Support audit readiness and documentation by maintaining service desk records, standard operating procedures, and evidence artifacts needed for internal reviews and external audits.
• Track and report help desk performance metrics (e.g., volume, response/resolution times, backlog, customer satisfaction) and provide recurring status updates to the Agency CIO/PMO and stakeholders as required.
• Coordinate onboarding/offboarding support activities in alignment with access provisioning processes and privileged access governance requirements.
• Contribute to security training and awareness by reinforcing safe computing practices, routing training needs, and supporting end-user communications for policy or procedure updates.

Qualifications

Required Qualifications

• Bachelor’s degree or equivalent experience.
• 5+ years of experience managing Tier I/II support teams.
• ITIL Foundation certification preferred.
• Strong customer service and incident management skills.
• Demonstrated ability to manage service delivery, escalations, and stakeholder communications in a regulated or compliance-oriented environment.

Preferred Qualifications

• Experience operating within formal IT service management (ITSM) environments, including service catalog, SLAs, and continual service improvement.
• Experience with ticketing/ITSM platforms and reporting dashboards; ability to define and operationalize meaningful service metrics.
• Familiarity with endpoint management, identity/access processes, and coordination with cybersecurity teams for security-related incidents.
• Experience supporting configuration/change management processes and documenting repeatable procedures and runbooks.
• Experience developing knowledge base content and end-user communications, including support for training and awareness initiatives.

Core Competencies and Deliverables

• Help desk operating procedures, escalation matrix, and service desk runbooks.
• Knowledge base articles and standard response templates to improve first-contact resolution.
• Recurring performance reports (ticket volume, trends, backlog, SLA performance, customer satisfaction) with improvement actions.
• Audit-ready service desk evidence (ticket records, SOPs, training/communications artifacts as applicable).
• Operational coordination artifacts for onboarding/offboarding and access-related support (as applicable to Agency processes).

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to talk or hear.

• Possess the ability to fulfill any and all office activities normally expected in an office setting, to include, but not limited to:  remaining seated for periods of time to perform computer entry, participating in filing activity, lifting and carrying office supplies.
• The employee must occasionally lift and/or move up to fifteen (15) pounds.
• May require more than 40 hours per week to perform the essential duties of the position.
• Fine hand manipulation (keyboarding).

Work Environment:  The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• May work prolonged or irregular hours.
• Frequent local travel; occasional statewide or out-of-state travel.
• The noise level in the work environment is usually moderate.
• Exposure to general office conditions while conducting office duties.

Working at Edgewater Federal Solutions:

Edgewater Federal Solutions is a privately held government contracting firm located in Frederick, MD. The company was founded in 2002 with the vision of being highly recognized and admired for supporting customer missions through employee empowerment, exceptional services, and timely delivery. Edgewater Federal Solutions is ISO 9001, 20000-1, 270001 certified, appraised at CMMI Level 3 Maturity for Development and Services, and has been named in the Top Workplaces in the Greater Washington Area Companies since 2018.

Edgewater Federal Solutions is an Equal Opportunity Employer. It has been and continues to be our policy to provide equal employment to all employees and applicants for employment without regard to race, color, religion, gender,  national origin, age, disability, marital status, veteran status and/or other status protected by applicable law.

Responsibilities

- Manage Tier I/II help desk operations, including staffing, schedules, workload balancing, and escalation paths to ensure timely resolution of incidents and service requests.
- Own and enforce incident management processes (triage, prioritization, escalation, communications, and closure), ensuring tickets contain complete and accurate resolution documentation.
- Drive customer service excellence through defined service standards, user communications, and continuous improvement based on ticket trends and stakeholder feedback.
- Coordinate with cybersecurity staff on security-related tickets (e.g., suspected phishing, endpoint issues, access concerns) and ensure escalations support timely response and containment.
- Support configuration management and change control by ensuring support procedures reflect approved changes, tracking user-impacting changes, and maintaining documentation for repeatable execution.
- Maintain and improve knowledge management (knowledge base articles, FAQs, runbooks) to increase first-contact resolution and reduce recurring issues.
- Support audit readiness and documentation by maintaining service desk records, standard operating procedures, and evidence artifacts needed for internal reviews and external audits.
- Track and report help desk performance metrics (e.g., volume, response/resolution times, backlog, customer satisfaction) and provide recurring status updates to the Agency CIO/PMO and stakeholders as required.
- Coordinate onboarding/offboarding support activities in alignment with access provisioning processes and privileged access governance requirements.
- Contribute to security training and awareness by reinforcing safe computing practices, routing training needs, and supporting end-user communications for policy or procedure updates.