Overview:
FedWriters is seeking a Help Desk Manager to support the Graduate Research Fellowship Program (GRFP) operations at NIST. As the Help Desk Manager, you will oversee the technical support function for this large-scale program that represents a significant portion of the agency’s annual award actions. You will manage the helpdesk team, optimize service delivery processes, and ensure exceptional technical support to program participants including grant recipients and academic stakeholders. Your ServiceNow expertise will be critical in streamlining support operations and maintaining high service levels.
FedWriters is expanding rapidly and has been recognized as a 2024 Top Workplace by Washington Post, offering excellent growth opportunities in a collaborative environment.

REQUIRED QUALIFICATIONS:

• Bachelor’s degree in information technology, computer science, business administration or related field, or equivalent experience
• 3+ years of experience in ServiceNow platform
• Experience dealing with large numbers of the public, such as grant recipients or association members
• Strong knowledge of IT service management principles and best practices
• Demonstrated leadership and team management abilities
• Excellent communication and customer service skills
• Ability to communicate effectively with academic individuals including science faculty and students
• Familiarity with Section 508 accessibility technical provisions for support systems
• Experience coordinating with government agency staff and responding promptly to requests

PREFERRED QUALIFICATIONS:

• ServiceNow certifications (Administrator, Implementation Specialist, or equivalent)
• Experience managing helpdesks for educational or scientific programs
• ITIL certification or knowledge of ITIL framework
• Experience with federal program support operations
• Knowledge of federal IT compliance requirements
• Background in supporting systems used in academic or grant management environments
• Experience implementing customer service improvement initiatives

• Manage the helpdesk operations supporting the Graduate Research Fellowship Program (GRFP)
• Lead the technical support team, including training, mentoring, and performance management
• Implement and optimize ServiceNow for ticket management, reporting, and service delivery
• Ensure exceptional customer service to all program participants and stakeholders
• Coordinate with large numbers of public stakeholders, including grant recipients and association members
• Develop and maintain support documentation, knowledge bases, and self-service resources
• Monitor support metrics and prepare regular performance reports
• Respond to NSF inquiries and requests within the same business day
• Work collaboratively with NSF program directors, staff, and IT support on an ongoing basis
• Communicate effectively with academic individuals such as science faculty and students
• Support implementation of Section 508 accessibility requirements in helpdesk operations
• Continuously improve support processes and procedures to enhance efficiency and user satisfaction
• Additional roles and responsibilities shall be determined by the Contracto