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Job Title: Operations Center Help Desk Manager

Employment Type: Full-time, Exempt

Salary: $75,000-$85,000 Annually

Are you a seasoned Customer Service Help Desk Manager looking for a great opportunity to support a federal research grant program? Are you able to design and develop efficient ticketing processes that exceed service level agreements and client expectations? Montage Marketing Group wants you!

Montage is looking for a proactive Operations Center Help Desk Manager to supervisor a small team of agents managing phone and email requests from grant participants. You'll be the cornerstone of service response delivery, ensuring timely, high-quality issue resolution within a ServiceNow platform environment.

(Hybrid Option) This is a full-time, exempt position working a hybrid schedule at Montage's Rockville, MD office twice a month, and the employee's home office. The anticipated annual salary for this position is $75,000 – $85,000. If you are not local to the Washington D.C. Metro area, remote opportunities may be available for those who reside in Arizona, Delaware, Florida, Georgia, Illinois, Indiana, Massachusetts, New York, North Carolina, South Carolina, Texas, or West Virginia.

About Montage Marketing Group

Montage Marketing Group is an award-winning marketing firm focused on making connections—and making a difference. Our people are innovators and co-creators, visionaries, and hard-working change makers. Our purpose is to make connections with people, to get them to stop and think, to feel and act. Proven experts in engagement, outreach, communication, event planning, and experiential design, we're a third party-certified woman business enterprise, and a member of the US Small Business Administration's 8(a) program.

About the Role

The Operations Center Help Desk Manager is responsible for overseeing daily operations and activities for a federal research grant program's applicant inquiries. This includes overseeing a large-volume support desk, handling an average of 250-500 tickets per day during high season, and leading a team of 3-6 support desk agents in responding to grant applicant inquiries, and resolves for resolution of technical problems related to online application submissions.

Qualifications

+ Bachelor's degree in information technology, computer science, business administration or related field, or equivalent experience.

+ 3-5+ years of experience in a customer service supervisory or leadership role.

+ 3-5+ years of experience in ServiceNow platform. Advanced technical ServiceNow configuration expertise is required.

+ Experience with federal government contracts preferred.

+ Experience leading help desk, support desk, or other customer service call center or IT support environments required.

+ Experience leading teams, managing performance, and delivering coaching and feedback to elevate support agent performance.

+ Fundamental background in ITIL best practices; ITIL certification preferred but not required.

+ U.S. Citizenship

+ Ability to obtain Public Trust

Responsibilities

Help Desk Leadership

+ Lead, mentor, and develop a team of 3-6 customer support agents, driving consistent service, performance and accountability.

+ Oversee staffing, scheduling, coaching, and performance evaluations to maintain strong service quality.

+ Act as the main escalation agent for challenging customer inquiries.

+ Hold support desk agents accountable for delivering exceptional customer service in the timely resolution of tickets.

+ Serve as the knowledge base SME, efficiently directing lead and support agents to resources supporting first-contact resolution.

ServiceNow & Process Management

+ Utilize ServiceNow to log, triage, escalate, and resolve incidents in alignment with established service level agreements (SLAs).

+ Configure ticketing workflows, create incident request/templates, and enforce procedures for incident, problem, and change management.

+ Facilitate fluid back-end operations of online/virtual chat features, email boxes, and voicemail boxes ensuring timely ticketing assignment and resolution.

+ Maintain and refine the knowledge base to support consistent resolutions and speed up first-contact resolution.

+ Develop and present regular SLA and performance reports to update clients on project progress.

+ Trouble shoot ServiceNow system issues, minimizing system and support agent down time.

Customer Support Excellence

+ Ensure high-quality, empathetic support to grant applicants, with clear explanations of processes and guidelines.

+ Establish key performance indicators (KPIs) that will be used as a baseline to measure customer satisfaction (CSAT) and efficacy.

+ Closely monitor customer satisfaction, leveraging CSAT score reporting to follow up on support agent opportunities for improvement and intervene on escalations when necessary.

+ Collaborate with cross-functional project teams to resolve issues and optimize support process outcomes.

Continuous Improvement & Compliance

+ Apply innovative automation and AI-enhanced support features to increase first-contact resolution.

+ Define and track key metrics including ticket volume, response/resolution time, CSAT and SLA compliance.

+ Identify trends in incidents, implement improvements, and escalate reoccurring issues to technical teams.

+ Develop and maintain SOPs and documentation for team processes and ServiceNow configurations.

+ Stay current with ServiceNow updates, best practices, and propose enhancements to the grant application support workflow.

+ Proactively identify opportunities for improvement to knowledge base content and service delivery performance.

Knowledge, Skills, Abilities

+ Proficient in ServiceNow.

+ Proven track record of success leading service teams in high-volume ticketing environments.

+ ​​Strong written and verbal communication skills are required.​​​​​​​​​​​

+ Ability to engage key stakeholders and lead client ​discussions​.

+ Proficient knowledge of data tracking and analytics to drive insights and strategic decision-making.

+ Effective time management and multi-tasking skills.

+ High-level emotional intelligence and interpersonal skills.

+ Demonstrated leadership experience, with the ability to inspire and motivate cross-functional teams to achieve common goals.

+ Ability to manage multiple people, work streams, and projects simultaneously.

+ Advanced competencies in Microsoft Office Suite.

Why Montage?

Because we're a caring team of collaborative creatives—people who care as deeply about each other as we do about our work. We know that true teamwork happens only when each person's voice is valued, each one's contribution is celebrated, and success is always shared. We encourage each team member to realize their full potential. And we invite people to make our agency their pathway to fulfillment.

•​​​​How to Apply

At Montage, we're passionate about putting our talents, knowledge, interests, and experience to work every day. We produce strong work because we put connection first. We want someone who also values connection, respect, and collaboration. Someone who understands a thriving work environment is built on more than any one production. Sound like you? Apply today.

Montage Marketing Group does not discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, or other non-merit-based factors. Applicants must be authorized to work for any employer in the United States. Montage Marketing Group is unable to sponsor or take over sponsorship of an employment Visa at this time.

Montage Marketing Group is an E-Verify company and a Drug-Free Workplace.

Benefits

+ Medical

+ Dental

+ Vision

+ 401K Retirement with match

+ Paid Time Off (PTO) (Vacation, Sick)

+ Paid & Floating Holidays

+ Paid Parental Leave for Birthing & Non-Birthing Parents

+ Volunteer, Voting, Jury Duty, Bereavement Leave

+ Short-Term & Long-Term Disability Insurance

+ Group Term Life Insurance

+ Flexible Spending Account (FSA)

+ Employee Assistance Program (EAP)

+ Accident Insurance

+ Critical Illness Insurance

+ Cancer Insurance

+ Hospital Indemnity Insurance

+ LegalShield

+ IDShield

+ FinFit Financial Wellness Program

+ Working Advantage Discount Program