NetImpact Strategies Inc. · 2 days ago
Help Desk Manager – Federal IT Operations
Alexandria, VA, US
Full-time
Onsite
Senior Level, Lead/Staff
10+ years expNetImpact Strategies Inc. 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.
Information Technology & Services
No H1B
U.S. Citizen Only
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
Qualification
Required
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
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
Benefits
Comprehensive medical, dental, & vision insurance that starts the first of the month after you join the team
401(k) Plan – Immediately vested employer contributions; no matching required
Generous Paid Time Off (PTO) policy and observe ALL ten (10) federal holidays
Pet Insurance (because our little critters are part of our families, too!)
Tuition reimbursement, internal training programs, & company-sponsored industry certifications
Team building activities, community volunteering, quarterly HQ days, & an offsite annual awards banquet
Company
NetImpact Strategies Inc.
NetImpact has been a Trusted Advisor driving impact through digital transformation for the Federal Government for over a decade.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Stephanie Wilson
Chief Operating Officer
Chad Sheridan
Chief Innovation Officer
Recent News
2025-02-16
2025-02-16
Company data provided by crunchbase