What are the responsibilities and job description for the Service Delivery Manager / Helpdesk Manager position at Code Plus Inc?
Location: Washington, DC – On-Site
About CODEplusCODEplus, Inc. is an established information technology services company supporting federal government customers with IT operations, software development, service desk, cybersecurity, and technical support services. For more than 31 years, CODEplus has focused on delivering responsive, high-quality technology solutions to meet the mission needs of our government clients.
CODEplus is seeking an experienced Service Delivery Manager / Help Desk Manager to lead Service Desk operations supporting a federal government customer in Washington, DC. This position is on-site.
Position OverviewThe Service Delivery Manager is responsible for the overall management and performance of Service Desk operations and serves as a primary interface between CODEplus and Government stakeholders, including the Contracting Officer (CO), Contracting Officer’s Representative (COR), and agency/OCIO leadership.
The manager will lead technical support personnel, oversee day-to-day service delivery, ensure compliance with service-level requirements, manage escalations, and drive continuous improvement of Service Desk processes and customer experience.
Key Responsibilities- Manage two Service Desks, including staffing, scheduling, workload assignments, performance, and service-level requirements.
- Supervise, mentor, and provide technical leadership to Service Desk and technical support personnel.
- Serve as the primary escalation point for complex customer and technical support issues.
- Work directly with Government leadership, COR, CO, OCIO personnel, and other contractors to address operational priorities and service delivery requirements.
- Monitor ServiceNow ticket activity, service demand, SLA performance, customer feedback, and operational metrics; develop reports and recommend improvements.
- Develop, review, and maintain Standard Operating Procedures (SOPs), knowledge articles, workflows, and technical support procedures.
- Support incident and problem management, new technology deployments, software/hardware testing, and OCIO projects.
- Oversee the IT Asset Management lifecycle for end-user computing devices, including receiving, inventory, imaging, testing, deployment, recovery, repair, refresh, and decommissioning.
- Ensure Service Desk activities comply with contract requirements, IT security requirements, federal policies, and IT service management best practices.
- Identify opportunities to improve processes, workflows, automation, service quality, and customer experience.
- Significant experience managing a federal government IT Service Desk or Help Desk in a fast-paced IT operations environment.
- Strong leadership experience managing technical support personnel, competing priorities, escalations, and customer service requirements.
- Hands-on knowledge of ServiceNow, Microsoft 365, Windows 11, Azure, Cisco Secure Client, Zscaler, Apple iOS, networking, AV/telecommunications, and end-user computing technologies.
- Experience with ITSM processes, incident/problem management, knowledge management, SLA reporting, and operational performance metrics.
- Experience managing IT assets, desktop/device refreshes, imaging, deployment, inventory, security remediation, and decommissioning.
- Strong analytical, problem-solving, organizational, written, and verbal communication skills.
- Ability to interact professionally with senior Government officials, technical teams, end users, and contractor personnel.
- 10 years of experience managing Service Desk/Help Desk operations and technical support personnel.
- Federal Government IT support experience; NLRB experience or knowledge is a plus.
- ITIL Foundation certification and demonstrated knowledge of ITIL/ITSM service management best practices.