Helpdesk Manager - Onsite

Description

BDR Solutions, LLC, (BDR) supports the U.S. Federal Government in successfully achieving its mission and goals. Our service and solution delivery starts with understanding each client’s end-state, and then seamlessly integrating within each Agency’s organization to improve and enhance business and technical operations and deployments.

(Military Veterans are highly encouraged to apply)

Role Overview:

The IT Help Desk Manager is responsible for leading and supporting a team of 10-15 Tier 1 help desk agents in a fast-paced service delivery environment. This position ensures high-quality customer service, timely incident resolution, and continuous improvement of help desk operations. The Manager oversees daily queue management, agent performance, training, and alignment with IT service management (ITSM) standards.

Responsibilities:

Team Leadership & Supervision

• Manage, mentor, and develop a team of 10-15 Tier 1 agents, promoting a positive and productive work environment.
• Schedule staff to ensure appropriate coverage across operating hours.
• Conduct regular one-on-ones, team meetings, and performance evaluations.
• Provide coaching, remedial training, and escalation support as needed.

Operational Management

• Oversee Tier 1 ticket queues to ensure SLAs and KPIs are consistently met or exceeded.
• Monitor ticket volume, trends, and service quality to identify operational improvements.
• Ensure proper documentation, categorization, and prioritization of all incidents and requests.
• Coordinate escalations to Tier 2/3 teams following established workflows.

Customer Service & Quality Assurance

• Maintain a customer-first culture across the help desk.
• Handle complex or escalated customer issues with professionalism and urgency.
• Review ticket quality and customer satisfaction results, implementing process improvements where needed.

Training & Development

• Onboard new team members and provide ongoing training in tools, processes, and customer service best practices.
• Maintain up-to-date knowledge base articles, scripts, and troubleshooting guides.
• Identify skill gaps and develop targeted training plans.

Reporting & Continuous Improvement

• Generate regular performance reports on KPIs (first-call resolution, SLA compliance, CSAT scores, etc.).
• Participate in ITSM process improvement initiatives and cross-team coordination efforts.
• Recommend changes to improve service delivery, workflows, and technical proficiency across the team.

Required Minimum Qualifications:

• 5-10 years of experience in an IT support environment, with at least 1-2 years in a supervisory or lead role.
• Strong understanding of Tier 1 support operations, troubleshooting techniques, and IT service workflows.
• Experience with ITSM ticketing systems (e.g., ServiceNow, Cherwell, Jira Service Management, Remedy).
• Excellent interpersonal, communication, and conflict-management skills.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Ability to analyze metrics and drive performance improvements.
• Working knowledge of Windows operating systems, Office 365, basic networking, and common enterprise applications.
• Active Secret clearance or higher.
• HDI Certification (e.g., Support Center Manager or Desktop Support Manager)

Nice to Have Qualifications:

• ITIL Foundation certification.
• MCP, MCSA or MCSE certifications.
• Experience supporting enterprise or government environments.
• Knowledge of SLA management and service desk best practices.
• Experience leading teams of 10+ employees in a high-volume support environment.

In addition, U.S Citizenship is required. Select applicants will be subject to a government security investigation and must meet eligibility requirements for access to classified information and be able to obtain a government-granted security clearance. Individuals may also be subject to a background investigation including, but not limited to criminal history, employment and education verification, drug testing, and creditworthiness.

Employment is contingent upon successful completion of a pre-employment drug test. This position is also subject to the company’s random drug testing policy.

BDR Solutions is an Equal Opportunity Employer-Protected Veterans, Individuals with Disabilities or any other basis protected by law, ordinance, or regulation.

The compensation range for this position is $60,000 - $85,000. Compensation decisions depend on a wide range of factors, including but not limited to location, skill sets, experience and training, security clearances, licensure and certifications, and other business and organizational needs.