Help Desk Manager – Federal IT Operations
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Job Location:
Alexandria, VA - USA
Monthly Salary:
Not Disclosed
Posted on:
09-10-2025
Vacancies:
1 Vacancy
Job Summary
Job Description
Summary
NetImpact Strategies is seeking an experienced Help Desk Manager to oversee and optimize Help Desk operations for all support tiers. You will manage ticket queues enforce OneStop SLAs and processes and leverage ServiceNow workflows to drive continuous service improvements. Your leadership will ensure efficient workload distribution performance reporting and high service quality.
Key Responsibilities
- Oversee ticket queue management and assignment across Tier1Tier3 support to ensure SLA adherence.
- Monitor performance metrics (e.g. SLA compliance escalation rate first-call resolution) and report trends.
- Implement and refine daily workflows and escalation protocols within ServiceNow.
- Develop and deploy end-user satisfaction surveys aligned with service level objectives.
- Lead continuous service improvement initiatives by analyzing operational data and updating procedures.
- Configure ServiceNow templates dashboards and automation to improve support efficiency.
- Train coach and mentor Help Desk staff to uplift service standards and technical proficiency.
Qualifications
Required Qualifications
- Bachelors degree in Computer Science Information Systems Engineering Mathematics or related field; equivalent experience plus certifications considered.
- Minimum 10 years managing or supporting Federal IT support operations.
- Proven experience with ServiceNow administration ticket management workflows and reporting.
- Strong understanding of SLAs operational metrics and performance KPIs like SLA compliance escalation rate and first-call resolution.
- Excellent leadership coaching analytical and stakeholder communication skills.
Preferred Qualifications
- Experience in federal agency IT support environments.
- Certifications in ITIL ServiceNow System Administration or IT Service Management.
- Prior involvement in designing automated workflows and dashboards within ServiceNow.
- Familiarity with performance metrics and service level management best practices.
About Us
Perks of working at NetImpact Strategies
- Your health comes first we offer comprehensive medical dental & vision insurance that starts the first of the month after you join the team
- Invest in your future 401(k) Plan Immediately vested employer contributions; no matching required
- Work hard play hard we offer a generous Paid Time Off (PTO) policy and observe ALL ten (10) federal holidays
- Pawsitively pawesome Pet Insurance (because our little critters are part of our families too!)
- Invest in your education Tuition reimbursement internal training programs & company-sponsored industry certifications
- Be part of a dynamic and collaborative work environment recently ranked by The Washington Post as a Top Work Place in 2019 & 2020!
- Have fun and celebrate and give back Team building activities community volunteering quarterly HQ days & an offsite annual awards banquet
ABOUT US
NetImpact Strategies Inc. (NetImpact) has been a Trusted Advisor driving impact through digital transformation for the Federal Government for over a decade. We solve complex problems with innovation and agility to create meaningful transformative and enduring change. As Trusted Advisors NetImpact professionals partner with customer agencies to deliver solutions that empower them to not only meet their missions but also realize their strategic vision through agile outcome-focused solutions addressing both strategic and tactical requirements. We design and implement comprehensive tailored solutions that are both mindful of the clients culture and organizational dynamics. NetImpacts core values and commitment to a customer and results-oriented delivery approach has propelled our growth and enabled us to deliver impactful value across Strategic Consulting Process Automation Cloud DevSecOps Data and Analytics and Cyber Security for the Federal Government.
ACCESSIBILITY NOTE
NetImpact Strategies is committed to complying with all applicable provisions of the Americans with Disabilities Act as amended (ADA) and applicable state and local laws. It is NetImpacts policy not to discriminate against any qualified person or applicant with regard to any terms or conditions of employment on the basis of such individuals disability. Consistent with this policy of non-discrimination NetImpact will provide reasonable accommodations to an individual with a disability as defined in the ADA or applicable law who has made NetImpact aware of his/her disability unless doing so would cause undue hardship to NetImpact. If you are an applicant and need reasonable accommodation when applying for job opportunities within NetImpact or request reasonable accommodation to utilize NetImpacts online employment application please contact.
EQUAL OPPORTUNITY EMPLOYER
NetImpact is committed to the development of a creative diverse and inclusive work order to provide equal employment and advancement opportunities to all individuals employment decisions at NetImpact will be based on merit qualifications and abilities. NetImpact does not discriminate against any person because of race color creed religion sex (including gender identity sexual orientation and pregnancy) marital status national origin disability age veteran status genetic information or any other characteristic protected by federal state and local laws (referred to as protected status).
Required Experience:
Manager
Key Skills
- user account
- Active Directory
- Customer Service
- Information Technology
- desk support
- End user
- Project Management
- Phone Calls
- service levels agreement
- Desk Staff
- Ltil
- Procedures
- Setup
- hardware
- Technical Support
About Company
Site Reliability Engineering (SRE) could be the answer to Government Digital Services SRE provides organizations with a next generation approach to optimize IT systems to become more reliable, scalable, resilient and efficient. This article originally published in Nextgov/FCW, explore ... View more
