Help Desk Manager

About the Role

Iron Bow Technologies is a next‑generation solutions provider delivering mission success across government, healthcare, and commercial industries. The company relies on passionate people, long‑standing partnerships, and strategic thinking to solve critical challenges. Iron Bow puts teammates, clients, and partners first – “The Iron Bow Way.”

The Help Desk Manager will lead and manage Help Desk operations supporting the Department of Justice (DOJ) Civil Division (CIV) user community seven days a week. This onsite role is based in the Herndon, VA Call Center, with occasional support at DOJ locations in Washington, DC, and potential for a hybrid schedule after establishment.

Responsibilities

• Lead and provide daily oversight, coaching, and support to a team of Tier 1 Help Desk Technicians.
• Ensure responsive, technically accurate, and customer‑focused support in accordance with DOJ guidelines, SOPs, and escalation processes.
• Monitor daily call volumes, ticket activity, service levels, and individual performance to identify trends, address gaps, and improve team effectiveness.
• Manage staffing and scheduling to maintain appropriate Help Desk coverage across all shifts, seven days a week.
• Partner with DOJ CIV leadership and Iron Bow program/contract leadership to address operational needs, customer issues, and service improvements.
• Prepare and communicate operational status and performance information to program, contract, and senior customer leadership.
• Produce and analyze daily, weekly, and monthly ACD and ITSM performance metrics, identifying trends and opportunities to improve reporting and dashboards.
• Monitor contractual SLAs and ensure performance is appropriately tracked, managed, and reported.
• Develop, maintain, and improve Tier 1 Help Desk SOPs, focusing on increasing first‑level resolution and enhancing the customer experience.
• Monitor ACD workflows and identify opportunities to improve call routing, processes, and overall service delivery.
• Review customer satisfaction survey results and feedback to identify opportunities for service and experience improvements.
• Recognize strong employee performance while providing ongoing coaching and development.
• Participate in interviewing and selecting qualified Help Desk team members.
• Coordinate with third‑party vendors as needed to troubleshoot ACD reporting, system issues, or other operational concerns.
• Foster communication and collaboration across the Help Desk and broader program team.

Skills

• 8+ years of experience leading or overseeing Help Desk, Service Desk, or Call Center environments with a strong customer focus.
• Demonstrated experience managing, coaching, and developing Help Desk Technicians.
• Experience leading Help Desk operations using a formal Automatic Call Distribution (ACD) platform.
• Experience with IT Service Management (ITSM) platforms for incident recording, tracking, escalation, and reporting.
• Experience managing Help Desk operations with defined contractual reporting requirements (daily, weekly, monthly metrics).
• Strong understanding of contractual Service Level Agreements (SLAs) and ability to monitor, manage, and report performance.
• Experience coordinating staffing and work schedules for seven‑day‑a‑week coverage.
• Ability to analyze call, ticket, and customer satisfaction data and translate findings into operational improvements.
• Strong customer service orientation with the ability to identify and solve client business and operational needs.
• Excellent written and verbal communication skills for interaction with employees, program leadership, senior leaders, and government customers.
• Strong collaboration skills and ability to work effectively across multiple program teams and stakeholders.
• Proficiency with Microsoft Office applications, including Excel, Word, and SharePoint.
• Bachelor’s degree in Computer Science or a related discipline.
• CCSP (Certified Customer Service Professional) certification or equivalent at hire, or ability to obtain within 60 days.
• Microsoft certification at hire or ability to obtain within 60 days; existing MD‑100 or Google IT Support certification may be considered as a substitute.
• Knowledge of ITIL, CMMI, and ISO best practices is preferred.

Clearance Requirements

Active Secret clearance required.

Travel Requirements

This position is primarily onsite at Iron Bow’s DOJ Call Center in Herndon, VA. Occasional travel to DOJ locations in Washington, DC may be required. No travel outside the Washington, DC metropolitan area is anticipated.

Why You’ll Love It

• Lead a team focused on delivering an exceptional customer experience in a highly visible Federal Government environment.
• Make a direct impact on Help Desk operations, employee development, service performance, and customer satisfaction.
• Join Iron Bow during a period of continued growth and transformation, creating opportunities to improve how we serve both customers and employees.

Compensation and Benefits

The salary range for this position is $90,000‑120,000 per year. This range reflects the anticipated base pay and is not a guarantee of final compensation; actual compensation will be determined based on experience, skills, education, location, contract requirements, and business needs. Iron Bow reserves the right to fill the role at a different level depending on qualifications and organizational priorities. An overview of the total benefits package is available on the company’s careers page.