Help Desk Manager

mPower is seeking a skilled and solutions-oriented Help Desk Manager to lead and oversee a help desk team with a focus on service continuity, stakeholder engagement, and process improvement. The ideal candidate will have experience in Federal government spaces and be proficient in utilizing ServiceNow as a ticketing system. This role is critical in ensuring our help desk team provides exceptional support to both administrative staff and scientific researchers with diverse operational needs, all while driving continuous improvements in service delivery.

Key Responsibilities:

·       Oversee daily help desk operations, ensuring service continuity and meeting operational support needs while managing projects, resource allocation, and complex priorities.

·       Serve as an escalation point for technical staff for advice regarding technical needs

·       Develop and implement strategic plans to improve service delivery and align services with the evolving needs of the organization.

·       Maintain strong relationships with key stakeholders, ensuring their needs are understood and appropriately prioritized while setting realistic expectations.

·       Ensure ongoing communication with stakeholders regarding operational performance, risks, and mitigation strategies.

·       Continuously evaluate help desk performance through data-driven reporting and dashboarding, focusing on efficiency, transparency, and risk management.

·       Identify opportunities to improve reporting capabilities to better communicate the current state of operations and any potential issues.

·       Understand and support a wide range of user populations, including administrative staff and scientific researchers, tailoring help desk services to meet specialized requirements without compromising operational efficiency or compliance.

·       Establish and maintain help desk processes based on industry-standard frameworks such as ITIL and HDI, ensuring standardization while adapting processes for niche needs.

·       Collaborate with other teams to identify and implement best-fit solutions for unique or non-standard requirements while ensuring compliance with regulatory frameworks.

·       Foster a solutions-oriented culture focused on customer service, ensuring the help desk team delivers high-quality support that exceeds customer expectations.

·       Monitor and address customer feedback to continually improve help desk services.

Qualifications:

·       Bachelor’s degree in Information Technology, Computer Science, or related field. Equivalent experience will be considered in substitution of a degree.

·       5+ years of experience in IT service delivery and at least 1 year of experience managing help desk teams, with a strong background in stakeholder engagement and operational improvement.

·       Experience in supporting Federal government clients, preferably within HHS and/or NIH environments.

·       Strong expertise with ServiceNow or similar IT ticketing systems.

·       Proven experience in implementing ITIL and HDI frameworks to improve service delivery and process efficiency.

·       Exceptional communication skills with a demonstrated ability to manage stakeholder expectations and present complex data in a clear, transparent manner.

·       Ability to balance competing priorities, resource management, and project deadlines while maintaining high service quality.

Preferred Qualifications:

·       ITIL, HDI, or other technical certifications such as CompTIA, Microsoft, Apple, and/or Linux.

mPower, Inc. is an Equal Opportunity/Affirmative Action employer. Qualified applicants or employees will receive consideration for employment without regard to race, color, religion, ethnic or national origin, ancestry, age, sex, sexual orientation, gender identity, pregnancy (including childbirth or related condition), citizenship, familial status, mental or physical disability status, veteran status, genetic information, other non-disqualifying disability, or any other characteristic protected by law.