Help Desk Manager – Federal IT Operations

NetImpact Strategies is seeking an experienced Help Desk Manager to oversee and optimize Help Desk operations. This role involves managing ticket queues, enforcing SLAs, and utilizing ServiceNow workflows to improve service quality and efficiency. The ideal candidate will lead a team and drive continuous service improvement.

Requirements

• Oversee ticket queue management and assignment.
• Monitor performance metrics and report trends.
• Implement and refine workflows within ServiceNow.
• Train, coach, and mentor Help Desk staff.
• Configure ServiceNow templates and dashboards.
• Lead continuous service improvement initiatives.

Benefits

• Comprehensive medical, dental, & vision insurance
• 401(k) plan
• Generous Paid Time Off (PTO)
• Pet Insurance
• Tuition reimbursement
• Internal training programs
• Company-sponsored industry certifications
• Team building activities