Help Desk Manager, NucoreVision, Inc. (NVI), VA, US

Pre-Requisites:

• Must live in DMV area (DC, MD, VA)
• Must be a US citizen
• Must have Minimum 10 years’ experience managing and/or supporting Federal IT programs
• Bachelor’s degree in Computer Science, Information Systems, Math, Engineering, or related field (OR 7+ years’ experience + industry certification if no degree)
• Strong experience with IT service management tools—especially ServiceNow
• Proven track record in maintaining SLAs, driving process improvements, managing ticket queues, and supervising support tiers
• Excellent leadership ability: delegating, mentoring, coordinating across teams
• Solid skills in survey methods / user satisfaction metrics, documentation, and process design

Position Summary:

The Help Desk Manager will maintain, oversee, and support ticket queues for all support tiers. The Help Desk Manager shall ensure adherence to NCUA processes and OneStop SLAs, drive key performance metrics, manage workload across teams, and delegate tasks accordingly. The contractor’s Help Desk Manager shall be proficient in ServiceNow and provide continual service improvement support by improving existing processes, establishing new processes, and leveraging ServiceNow workflows and templates to increase operational efficiency. The contractor’s Help Desk Manager shall perform the, but are not limited to, the following:

Position Tasks:

• Develop and execute procedures for conducting end user satisfaction surveys in accordance with the service level requirements.
• Maintain a continuous service improvement program that improves Help Desk service delivery.
• Manage ticket queues and oversee Help Desk support. Assigns unassigned tickets to the correct personnel.

Qualifications:

• Bachelor's degree in computer science, Information Science, Information Systems Management, Math, Statistics, Operations Research, or Engineering
• The government will consider additional seven years of experience with industry certifications in lieu of an IT Engineering or STEM degree.
• Minimum 10 years’ experience managing and/or supporting Federal IT programs