Help Desk Manager

Description

Job Title: Help Desk Manager

Department: Operations – Services 

Reports To: RavenTek Program Manager

Location: Norfolk, VA

Schedule: Monday – Friday 

Hours: Full-time, 40-hours/week

FLSA Status: Hourly, Nonexempt

Clearance: Ability to obtain Secret level

Position Summary

The Help Desk Manager provides leadership and operational oversight for the technical help desk function, ensuring the delivery of high-quality Tier-2 and Tier-3 technical support services to end users. This role is responsible for managing staff, processes, tools, and performance metrics to ensure service level requirements are met while supporting mission-critical systems and applications. The Help Desk Manager relies on extensive experience, professional judgment, and leadership skills to plan, coordinate, and accomplish organizational support goals. This position includes direct supervisory responsibility for help desk personnel and serves as a key escalation and decision-making authority. The performance of this position is key to RavenTek's performance on the contract, and therefore RavenTek's mission to support the customer.

Requirements

Essential Duties and Responsibilities

• Provide daily supervision and direction to help desk staff supporting end users.
• Manage Tier-2 and Tier-3 support personnel handling complex technical issues.
• Oversee daily help desk operations to ensure consistent service delivery.
• Ensure staff are trained on troubleshooting methods, tools, and procedures.
• Utilize help desk systems to track, document, and resolve support issues.
• Monitor performance metrics and identify areas for improvement.
• Serve as the escalation point for critical or complex technical issues.
• Ensure service level requirements and operational goals are met.
• Enter actual time worked, once complete, at the end of the day, or no later than 10:00 a.m. the following workday, and submit timesheets at the end of each pay period.
• Submit Monthly Status Reports on a regular basis, as required. 
• Monitor RavenTek email on a regular basis, at least 3 times per week, and respond accordingly.
• Complete required compliance training as assigned.
• Other duties as assigned.
• Travel up to 10% may be required.

Knowledge and Critical Skills

• Extensive knowledge of help desk operations, technical support workflows, and IT service management practices.
• Proven leadership and supervisory skills with experience managing technical support teams.
• Strong understanding of hardware, software, and enterprise application support concepts.
• Ability to apply judgment and experience to prioritize tasks and accomplish operational goals.
• Strong problem-solving, decision-making, and communication skills.
• Ability to manage escalations and collaborate effectively with technical teams and leadership.

Education & Work Experience

• High school diploma required.
• Minimum of 5 years of experience in technical support or a related field required. 
• Experience using metrics and performance data to improve service delivery.

Certifications, Licenses

• IT service management certifications such as ITIL, preferred.
• HDI management or leadership certifications, preferred.
• Other relevant technical or management certifications, preferred.

Special Requirements

• Must be able to obtain and maintain Secret level clearance.

Work Environment

Employee will be working indoors in an office environment with other people. Potential moderate temperature fluctuations. Typical indoor and computer related noise level, and typical office, paper, and equipment related dust. Exposure to video display terminals occurs on a regular basis.

Physical Demands

To successfully perform the essential functions of the job, the employee needs to be able to sit at a workstation for extended periods; use hand(s) to handle or feel objects, tools, or controls; reach with hands and arms; talk and hear; see to read printed materials and computer screens; mobility to work in a typical office setting. Ability to work on desktop or laptop computer for extended periods of time reading, reviewing/analyzing information, and may be required to provide recommendations, summaries and/or reports in written format. Must be able to effectively communicate with others verbally and in writing. Employee must be able to lift and/or move moderate amounts of weight, typically up to 20 pounds. Regular and predictable attendance is essential. 

ADA: RavenTek will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.

EEO/AA: RavenTek does not discriminate based on race, color, national origin, sex, religion, age, disability, sexual orientation, gender identity, veteran status, height, weight, or marital status in employment or the provision of services and is an equal access/equal opportunity/affirmative action employer.

This job description is not intended to be an all-inclusive list of duties and standards of the position and will be reviewed periodically as duties and responsibilities change with business necessity. Essential job functions are subject to modification. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.