Help Desk Manager – Federal IT Operations

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 Tier 1–Tier 3 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

• Bachelor’s 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 client's culture and organizational dynamics. NetImpact’s 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 NetImpact’s policy not to discriminate against any qualified person or applicant with regard to any terms or conditions of employment on the basis of such individual’s 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 disab