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Helpdesk Manager
A company is looking for a Helpdesk Manager to lead a technical support team for federal customers. Key Responsibilities Oversee daily operations and supervision of Help Desk staff for Tier 1 and Tier 2 support Manage service requests and incidents through the ServiceNow platform, ensuring SLA compliance Serve as the escalation point for complex technical issues and coordinate with cross-functional teams Required Qualifications Bachelor's degree in Computer Science, Information Systems, Engineering, Business, or a related field Minimum of 5 years in IT support, with at least 2 years in a leadership role Experience managing help desk teams in diverse user environments Proven experience with ServiceNow or similar ITSM platforms Strong understanding of ITIL practices and IT service delivery processes
A company is looking for a Helpdesk Manager to lead a technical support team for federal customers.
Key Responsibilities
Oversee daily operations and supervision of Help Desk staff for Tier 1 and Tier 2 support
Manage service requests and incidents through the ServiceNow platform, ensuring SLA compliance
Serve as the escalation point for complex technical issues and coordinate with cross-functional teams
Required Qualifications
Bachelor's degree in Computer Science, Information Systems, Engineering, Business, or a related field
Minimum of 5 years in IT support, with at least 2 years in a leadership role
Experience managing help desk teams in diverse user environments
Proven experience with ServiceNow or similar ITSM platforms
Strong understanding of ITIL practices and IT service delivery processes
