What are the responsibilities and job description for the Helpdesk Operations Manager – Onsite | Full-Time position at ISoftech Inc?
Helpdesk Operations Manager – Onsite | Full-Time
Location: Ft. Belvoir, VA (On-site)
Employment Type: Full-time
About the Role
We are seeking a highly skilled and motivated Helpdesk Operations Manager to lead onsite support services within our Information Technology Operations Center (ITOC). This role serves as the primary liaison between Government Supervisors and contractor personnel, overseeing day-to-day helpdesk operations, team performance, and service delivery quality.
The ideal candidate has strong technical expertise, exceptional leadership skills, and extensive experience managing helpdesk or IT support teams in a fast-paced, service-driven environment.
Key Responsibilities
- Provide onsite leadership and daily operational management of the Helpdesk/ITOC team.
- Serve as the lead point of contact between Government Supervisors and contractor support staff.
- Ensure all helpdesk activities meet established performance standards, SLAs, and reporting requirements.
- Oversee incident management, ticket prioritization, escalation handling, and problem resolution.
- Monitor and report on helpdesk metrics, trends, and workload distribution.
- Coordinate Tier 1, Tier 2, and Tier 3 support efforts for efficient service delivery.
- Ensure compliance with IT-II security standards, organizational policies, and security protocols.
- Support onboarding, training, mentoring, and performance evaluation of helpdesk personnel.
- Identify opportunities to optimize processes, improve efficiency, and reduce recurring issues.
- Interface with technical teams, program managers, and government stakeholders to maintain service continuity.
Required Qualifications
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Minimum 5 years of experience in computer hardware/software systems and helpdesk operations management.
- Strong understanding of computer hardware, software, and operational dependencies.
- Experience leading helpdesk teams in an enterprise or government environment.
- Solid knowledge of incident management, ticketing systems, and workflow optimization.
- Excellent communication, leadership, and team-building skills.
Preferred Skills (Nice to Have)
- Experience supporting federal or DoD environments.
- Familiarity with ITIL practices or ITIL certification.
- Expertise with tools such as ServiceNow, Remedy, Jira Service Desk, or similar platforms.
- Strong analytical and reporting experience using KPIs and SLAs.
