Help Desk Manager
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Job Location:
Battle Creek, MI - USA
Monthly Salary:
$ 80 - 84
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Job Title: Help Desk Manager
Location: HartDoleInouye Federal Center Battle Creek Michigan (on-site; limited alternate worksite flexibility with COR approval)
Clearance: U.S. Citizenship required; ability to obtain a Common Access Card (CAC)
Salary: $80K-$84K
Application Deadline: October 23 2025
To apply please follow these steps:
- Review the job details then click Apply Now
- Complete and submit your application
Position Overview:
The Help Desk Manager oversees and manages the daily operations of the CAGE Registration Help Desk in support of the Defense Logistics Agency (DLA). This role ensures efficient accurate and timely processing of CAGE Code registration requests and customer inquiries.
The manager supervises help desk personnel coordinates resolution of technical and registration-related issues and ensures compliance with established DLA processes and performance metrics.
Key Responsibilities:
- Manage and oversee daily CAGE Code registration processing and customer service operations.
- Supervise help desk personnel to ensure accurate timely and customer-focused responses.
- Coordinate and track trouble reports ensuring prompt resolution and follow-up with internal teams and external stakeholders.
- Monitor system performance identify trends in customer requests and implement process improvements to enhance service efficiency.
- Develop and maintain standard operating procedures (SOPs) and help desk workflows aligned with DLA quality standards.
- Collaborate with the Program Management Office (PMO) and the Contracting Officers Representative (COR) to meet all service-level expectations.
- Generate performance reports and analyze help desk metrics to identify areas for improvement and training.
- Maintain compliance with all DLA and DoD registration policies and cybersecurity requirements.
Required Qualifications:
- Bachelors degree or five (5) years of relevant experience in help desk or service desk management.
- Strong experience with CAGE Code registration operations or similar federal registration processes (e.g. DUNS NCAGE).
- Proven ability to manage help desk operations including personnel supervision workflow management and issue escalation.
- Understanding of CAGE registration operations customer interaction protocols and documentation standards.
- Excellent leadership communication and problem-solving skills.
- Proficiency in Microsoft Office applications and help desk tracking or ticketing systems.
Desired Skills and Certifications:
- Familiarity with DLA systems policies or procedures related to CAGE registration.
- ITIL HDI or other service management certifications preferred.
- Experience supporting federal help desk operations or large-scale registration systems.
About S2i2
S2i2 is a growing company with a supportive and inclusive culture and many opportunities for professional development and growth. We have created a supportive family-like work environment where contributions are recognized. Regular company updates and open lines of communication with leadership fosters collaboration within the company.
We are proud to include:
- Support to achieve professional certifications and degrees
- Leadership that is accessible to all employees
- Regular company updates
- Client networking social engagements
- Monthly team-building activities (past examples: Top Golf)
- Supporting our community - including veterans
All qualified applicants will receive consideration for employment without regard to race color religion sex disability age sexual orientation gender identity national origin veteran status or genetic information.
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
