Senior Help Desk Manager

At Imagine Believe Realize, LLC we are driven by innovation, transformation and a relentless pursuit of excellence. As an industry leader delivering impactful results, we thrive on solving complex technical challenges and developing cutting-edge solutions that empower our customers and advance critical missions.

IBR is a fast-growing company fueled by passion, curiosity, and innovative thinking – where every team member has the opportunity to continuously learn, unlock their full potential, and redefine what is possible in engineering and technology. If you are inspired by innovation, eager to make a difference, and ready to bring your creativity and expertise to a mission-focused team, we invite you to join us and together, we will shape the future. Let’s Make It Real!

The Help Desk Manager must be able to meet the key criteria below:

Location: Will be a hybrid-remote role that may need to be onsite at NCUA facility in Alexandria, VA as needed during normal business hours. Non-required onsite attendance is able to be performed remotely.

Years’ Experience: 10 years’ experience in Help Desk management

Education: Bachelor’s degree in information technology or related field or equivalent professional experience

Security Clearance: IBR is a federal contractor. Applicants must be able to obtain and maintain a Public Trust security clearance issued by the National Credit Union Administration. This agency handles and adjudicates the security clearance process.

NOTE: United States Citizenship is required as part of the eligibility criteria to be able to obtain this type of security clearance.

Employment Type: Full Time

Work Schedules: IBR promotes work-life balance by offering flexible scheduling options. Standard business hours are aligned to the Eastern Time Zone.

Key Skills:

• Help Desk management experience required.
• Proficient in ServiceNow and provide continual service improvement support by improving existing processes, establishing new processes, and leveraging ServiceNow workflows and templates to increase operational efficiency.

Position Overview

As a Help Desk Manager at IBR, you will play a key role in providing support in managing, maintaining, and supporting ticket queues for all support tiers for the National Credit Union Administration program.

Responsibilities

• Ensure adherence to NCUA processes and OneStop SLAs, drive key performance metrics, manage workload across teams, and delegate tasks accordingly.
• Develop and execute procedures for conducting end user satisfaction surveys in accordance with the service level requirements.
• Maintain a continuous service improvement program that improves Help Desk service delivery.
• Create, maintain, and monitor metric reporting to support service improvement and Help Desk service delivery.
• Manage ticket queues and oversee Help Desk support.
• Assigns unassigned tickets to the correct personnel.

Qualifications

• Must be able to obtain and maintain a Public Trust security clearance.
• 10 years of professional experience as a Help Desk manager.
• Federal contracting experience desired.
• Bachelor’s degree in information technology or related field or equivalent professional experience.
• Will need to be able to be onsite at NCUA facility as needed, located in Alexandria, VA; otherwise, the role is able to be performed remotely when NCUA site attendance is not required.

• Proficient in ServiceNow and provide continual service improvement support by improving existing processes, establishing new processes, and leveraging ServiceNow workflows and templates to increase operational efficiency.
• Experience managing ticket queues and overseeing help desk support across all tiers
• Has demonstrated experience driving key performance metrics, meeting SLAs, managing workload across help desk teams, and delegating tasks accordingly.
• Customer service driven.
• Excellent written and verbal communication skills.
• Must be detail oriented.

Application Deadline:

Applications will be reviewed as received and accepted on a continuous basis until the position is filled. Early application is strongly encouraged.

Physical Demands and Work Environment

This role primarily involves sedentary work, in a workplace and/or home office environment. There are some physical demands associated with the role, including:

• Extended periods of sitting and working at a computer workstation.
• Occasional lifting and carrying of equipment or materials weighing up to 20 pounds.
• Occasional travel to client sites or meetings may be required.
• Work may need to be performed in a fast-paced environment requiring quick decision making.
• Flexible work arrangements may be available based on business needs.
• Will be exposed to a wide variety of clients in differing functions, personalities, and abilities.

Benefits and Compensation Information
Imagine Believe Realize, LLC (IBR) is focused on delivering software and systems engineering solutions to government and commercial clients. Our talent acquisition strategy is designed for career-minded professionals that value continuous learning and growth. We strive to enhance our team members’ ability to thrive in the workplace by creating a proper work/life balance and first-class benefits package that includes:

• Nationwide medical, dental, and vision insurance
• 3 weeks of Paid Time Off and 11 Paid Federal Holidays
• 401k matching
• Life Insurance, Short-Term Disability, and Long-Term Disability at no cost to our employees
• Supplemental insurance options
• Flexible spending accounts and Dependent Care spending accounts
• Wellness incentives
• Reimbursement for professional development and certifications
• Access to training assistance opportunities to support career growth and progression
• Hybrid and Remote work opportunities to support work-life balance

The expected salary range for this position is $80,000 – $100,000 USD annually. This is a good-faith estimate and not a salary guarantee as compensation may vary based on factors such as experience, education, skills, associated role responsibilities, applicable contractual requirements, and geographic location.

Apply Today

If you are ready to grow your career and make an impact, then we encourage you to apply today by submitting an application. We welcome you to explore additional job opportunities listed on our careers page https://teamibr.applicantstack.com/x/openings.

Applicants who require alternative assistance with the application or interview process may request reasonable accommodations by contacting us using the contact information provided below:

info@teamibr.com
407.459.1830

Compliance and Regulatory Statements

Equal Employment Opportunity (EEO) Statement

Imagine Believe Realize, LLC is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics such as race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, creed, age, national origin, disability (including pregnancy, childbirth, or related medical conditions), marital status, veteran status, or any other applicable legally protected class in accordance with federal, state, and local laws.

Affirmative Action

As a federal contractor, Imagine Believe Realize, LLC takes affirmative action to employ and advance in employment qualified minorities, women, protected veterans, and individuals with disabilities.

Individuals with Disabilities

Imagine Believe Realize, LLC is committed to providing equal opportunity to qualified individuals with disabilities and to making reasonable accommodations to enable them to apply for positions and perform their jobs. If you require an accommodation during the application or interview process, please contact Human Resources at info@teamibr.com.

Protected Veterans (VEVRAA)

Imagine Believe Realize, LLC actively seeks to employ and advance qualified protected veterans in compliance with the Vietnam Era Veterans’ Readjustment Assistance Act (VEVRAA).

Pay Transparency Nondiscrimination Provision

Imagine Believe Realize, LLC will not discharge or otherwise discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action (including an investigation conducted by the employer), or (c) consistent with the contractor’s legal duty to furnish information.

Right to Work / Employment Eligibility

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form (Form I-9).

Salary : $80,000 - $100,000