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Koniag Information Security Services (KSS), a Koniag Government Services company is seeking an experienced Help Desk Manager to lead and supervise a technical support team for our government customer. This position is for a _Future New Business Opportunity_

We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.

As a Help Desk Manager, you will supervise and coordinate the activities of Help Desk Technicians engaged in providing technical support to end users. The ideal candidate will have a proven track record in managing help desk operations, implementing service standards, and driving continuous improvement in customer satisfaction. This role will be responsible for overseeing day-to-day operations of the help desk team, ensuring timely resolution of technical issues, and maintaining high-quality service standards. This position requires strong leadership abilities, exceptional technical knowledge, and superior customer service skills.

Principal responsibilities include:

+ Lead, manage, and develop a team of help desk professionals providing first and second-level technical support

+ Establish, implement, and maintain help desk scripts, procedures, and templates to ensure efficient daily operations

+ Analyze complex technical problems and provide assistance, support, and advice to end users for hardware, software, and systems issues

+ Coordinate triage meetings with stakeholders to gather additional information relevant to user-reported issues

+ Manage the help desk ticketing system, ensuring proper categorization, prioritization, and timely resolution of incidents

+ Track help desk performance metrics and KPIs to ensure high levels of customer satisfaction

+ Develop and implement help desk policies and procedures and ensure compliance

+ Conduct regular performance evaluations and provide coaching and development opportunities for staff

+ Generate reports on team productivity and identify areas for improvement

+ Coordinate with other IT teams to resolve escalated issues and implement system changes

+ Serve as the primary point of contact for critical system issues requiring management attention

Education and Experience:

+ Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience)

+ 7+ years of experience in Information Technology with at least 4 years in a Help Desk Lead or Management role

+ Experience managing help desk operations for large-scale, highly available systems integrated with business-critical systems

+ Demonstrated ability to successfully lead technical support teams in high-pressure environments

+ Experience with implementing and managing ITIL processes and service desk best practices

+ Ability to obtain and maintain a Non-Sensitive / High Risk (Public Trust) security clearance (Tier 4/6c)

Required Skills and Competencies:

+ Strong leadership skills with proven ability to motivate and develop technical support staff

+ Excellent interpersonal skills and ability to handle conflict effectively

+ Exceptional customer service orientation with experience establishing and maintaining service standards

+ Strong understanding of help desk call logging systems and ticket management processes

+ Experience in hiring, training, and supporting technical support personnel

+ Proficiency in tracking and reporting help desk performance metrics

+ Ability to translate technical concepts into user-friendly language for non-technical staff

+ Expert knowledge of recent technological advances in computer science and engineering

+ Excellent written and verbal communication skills, including experience presenting to senior management

+ Strong problem-solving abilities and analytical thinking

+ Ability to work in high-pressure situations and manage multiple priorities

Desired Skills and Competencies:

+ ITIL certification (v4 preferred)

+ HDI certifications (Support Center Manager, Team Lead)

+ Experience with ServiceNow, Jira Service Desk, or similar enterprise-level service management tools

+ Knowledge of IT service management frameworks

+ Experience supporting government systems and understanding of government IT environments

+ Project management experience or certification

+ Experience implementing automation and self-service solutions to improve help desk efficiency

+ Knowledge of cybersecurity best practices and compliance requirements

+ Experience with remote support tools and technologies

+ Familiarity with change management processes in enterprise environments

Our Equal Employment Opportunity Policy:

The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, ethnicity, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin or ancestry, age, disability, citizenship, military/veteran status, marital status, genetic information or any other characteristic protected by applicable federal, state, or local law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits, and all other privileges, terms, and conditions of employment. The company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or apply for a position on our website, please get in touch with Heaven Wood via e-mail at [email protected] or by calling 703-488-9377 to request accommodations.

Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions, Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag, we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical, professional, and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers, employees, and native communities. For more information, please visit www.koniag-gs.com.

_Equal Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352_

Job Details

Job Family** **Proposal Positions

Pay Type** **Salary