Zachary Piper Solutions is seeking a Help Desk Manager to join a Federal Program working in Arlington, VA. The Help Desk Manager will oversee daily service desk operations, ensuring timely resolution of technical issues, exceptional customer service for internal stakeholders, and effective team management to maintain streamlined support processes across the organization.

QUALIFICATIONS FOR THE HELP DESK MANAGER INCLUDE:

• 10+ years of hands-on experience managing Service Desk operations.
• Minimum of 5 years in an IT outsourcing environment, overseeing contractor personnel and ensuring performance standards are met.
• Proven experience collaborating with Network Operations Center (NOC) Engineers to ensure seamless IT service delivery.
• ITIL v3 or v4 Foundation Certified (or HDI Manager Level), with over 10
• Strong familiarity with Avaya and Genesys Contact Center platforms.
• Demonstrated expertise in building enterprise-level help desks from the ground up, including working closely with government clients to meet compliance and service expectations.
• Must be able to obtain and maintain a US government clearance.

• Lead overall ITSMS process execution at the Service Desk, including incident, request, problem, event, and risk management.
• Supervise Service Desk personnel including supervisors, trainers, quality managers, and workflow coordinators.
• Ensure effective queue management practices are implemented and continuously improved.
• Drive performance to meet all SLAs, including ASA, ABR, FCR, CSAT, quality metrics, and incident/request resolution times.
• Collaborate with customer Service Delivery Technical Monitors to align support efforts.
• Oversee the creation and distribution of Service Desk operational reports.
• Serve as the primary Service Desk representative in customer-facing engagements.
• Coordinate with the Contractor’s designated Change Lead to support change initiatives.
• Lead Continuous Improvement (CI) efforts, ensuring measurable service enhancements.
• Conduct live and recorded call monitoring for quality assurance and agent performance.
• Act as an escalation point for Service Desk supervisors to resolve complex issues.