What are the responsibilities and job description for the IT Help Desk Manager position at Jobs via Dice?
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About UVS Infotech:
UVS InfoTech is a Laurel, Maryland-based IT System Integrator with expertise in Emerging Technologies: Artificial Intelligence, Machine Learning, Robotic Process Automation, Blockchain, Identity & Access Management, Identity Proofing
Position Description:
UVS InfoTech is seeking an experienced IT Help Desk Manager who will be responsible for leading and overseeing the day-to-day operations of the IT Help Desk / Service Desk function. This role supports UVS Federal Government client and ensures the timely, effective, and efficient resolution of end-user technical issues while maintaining high levels of customer satisfaction.
The IT Help Desk Manager provides leadership to a team of IT helpdesk technicians, establishes service level standards, implements best-practice processes, and serves as the primary escalation point for complex technical problems. This position plays a critical role in maintaining the overall productivity of the organization by minimizing system downtime and ensuring reliable access to IT services.
Key Responsibilities
This role requires a hands-on leader who is both technically proficient and people-focused, capable of balancing operational demands with strategic service improvement initiatives.
About UVS Infotech:
UVS InfoTech is a Laurel, Maryland-based IT System Integrator with expertise in Emerging Technologies: Artificial Intelligence, Machine Learning, Robotic Process Automation, Blockchain, Identity & Access Management, Identity Proofing
Position Description:
UVS InfoTech is seeking an experienced IT Help Desk Manager who will be responsible for leading and overseeing the day-to-day operations of the IT Help Desk / Service Desk function. This role supports UVS Federal Government client and ensures the timely, effective, and efficient resolution of end-user technical issues while maintaining high levels of customer satisfaction.
The IT Help Desk Manager provides leadership to a team of IT helpdesk technicians, establishes service level standards, implements best-practice processes, and serves as the primary escalation point for complex technical problems. This position plays a critical role in maintaining the overall productivity of the organization by minimizing system downtime and ensuring reliable access to IT services.
Key Responsibilities
- Strong technical expertise in Power Apps, Power Automate, Dataverse, and related Microsoft 365 tools to provide technical support to Government users.
- Lead, mentor, and manage the IT Help Desk team, including performance management, scheduling, training, and professional development.
- Oversee the intake, prioritization, tracking, and resolution of all IT support incidents and service requests.
- Establish, monitor, and report on Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and customer satisfaction metrics.
- Develop and maintain standard operating procedures, knowledge base articles, and troubleshooting documentation.
- Manage escalation processes for unresolved or high-impact issues, coordinating with other IT teams, vendors, and third-party support as needed.
- Implement and improve IT service management processes based on ITIL or similar frameworks.
- Conduct regular team meetings, performance reviews, and training sessions to ensure consistent service quality.
- Analyze help desk trends and root causes to identify opportunities for proactive problem management and service improvement.
- Manage help desk tools and ticketing systems (e.g., ServiceNow, Zendesk, Jira Service Management) and ensure accurate reporting.
- Collaborate with other IT leaders on projects, system upgrades, and initiatives that impact end-user support.
- Ensure compliance with security policies, data protection standards, and organizational IT governance.
- Active U.S Government Clearance (L Clearance) or ability to obtain clearance is mandatory.
- ITIL Foundation certification or equivalent ITSM certification.
- Technical certifications such as CompTIA A , Network , Security , Microsoft Certified Professional, or similar.
- Experience supporting enterprise environments, cloud services (Azure/AWS), or remote/hybrid workforces.
- Experience working in government contracting or regulated industries.
- Knowledge of security tools, endpoint management, and patch management practices.
- Experience working in an Agile environment (Scrum, Kanban, etc.).
- Familiarity with workflow automation platforms or business process management tools.
- Industry-recognized certifications (e.g., CBAP, PMI-PBA, Agile certifications, or similar).
- Background in government contracting or large-scale enterprise modernization efforts.
This role requires a hands-on leader who is both technically proficient and people-focused, capable of balancing operational demands with strategic service improvement initiatives.