Iron Bow Technologies is for people who believe trust is paramount, transformation is embraced, and the future is here, because “What we do matters!”
We are a next generation solutions provider, delivering mission success across government, healthcare, and commercial industries. Iron Bow relies on our passionate people, long standing partnerships, and strategic thinking to solve your most critical challenges.
Whether we team with clients, colleagues, or partners, we put each other first. It’s The Iron Bow Way.

THE HIGH LEVEL

Iron Bow Technologies is seeking an experienced Help Desk Manger to support an existing, long-term Federal Government customer, the Department of Justice (DOJ) Civil Division (CIV) to provide leadership and management for our DOJ Call Center operations, which supports the user community 24x365. Our DOJ-dedicated Call Center is in Herndon, VA. Our Help Desk Manager partners with the contract leadership to support and ensure oversight of contract requirements, operability, coordination, and reporting. The Help Desk Manager will engage with other program Leads to ensure teamwide collaboration and messaging. This position requires onsite work at our Call Center. Once acclimated into the program, there may be an opportunity to move to a hybrid work schedule. While we are currently hybrid, it’s important to keep in mind this is based on Government approval.

TRAVEL REQUIREMENTS

This position requires candidates based in a location that is accessible to our DOJ Call Center located in Herndon, VA. There are no travel requirements outside the DC metro area.

The Help Desk Manager provides daily oversight and guidance with a team of Help Desk Tier 1 Technicians responsible for consistently delivering customer support that focuses on ensuring the DOJ CIV staff can remain productive and are provided with responses that are technically accurate. The Team leverages DOJ’s documented guidelines and standard operating procedures (SOPs) as needed, including the appropriate incident escalation to on the teams on the contract. You bring the talent and experience that results in maintaining a team of qualified Tier 1 Technicians, this including candidate interviewing and selection. Other responsibilities include:

• Understanding our client’s business needs and continually strive to meet these needs
• Daily communication and collaboration with the Tier 1 Help Desk Team, your team
• Using daily call stats, assess where staff may be struggling and offer coaching and guidance to help position all Tier 1 team members to be successful
• Give recognition and praise where appropriate – we do get messages of appreciation from customers for outstanding support, and we want to ensure that messaging also gets back to the staff member(s)
• Engaged with DOJ CIV leadership and program/contract leadership – be prepared to provide status to senior leaders, through both verbal and presentation
• Produce contractual daily, weekly, and monthly ACD/ticket stats and status
• Manage and support the creation and update of SOPs that are specific to the Tier 1 Help Desk operations
• Coordinate team wide scheduling to for staffing coverage across all work shifts, 24x7
• Understanding our ACD workflow and keeping a pulse on potential workflow improvements that focus on opportunities to elevate our customer’s support experience
• You will be working directly with Federal DOJ CIV Customer Service Team regarding customer issues and items that influence customer service and customer satisfaction