Job Title: Operations Center Help Desk Manager
Location: Hybrid or Remote
Employment Type: Full-time, Exempt
Salary: $75,000-$85,000 Annually
Are you a seasoned Customer Service Help Desk Manager looking for a great opportunity to support a federal research grant program? Are you able to design and develop efficient ticketing processes that exceed service level agreements and client expectations? Montage Marketing Group wants you!
Montage is looking for a proactive Operations Center Help Desk Manager to supervisor a small team of agents managing phone and email requests from grant participants. You’ll be the cornerstone of service response delivery, ensuring timely, high-quality issue resolution within a ServiceNow platform environment.
(Hybrid Option) This is a full-time, exempt position working a hybrid schedule at Montage’s Rockville, MD office twice a month, and the employee’s home office. The anticipated annual salary for this position is $75,000 – $85,000. If you are not local to the Washington D.C. Metro area, remote opportunities may be available for those who reside in Arizona, Delaware, Florida, Georgia, Illinois, Indiana, Massachusetts, New York, North Carolina, South Carolina, Texas, or West Virginia.

QUALIFICATIONS

• Bachelor’s degree in information technology, computer science, business administration or related field, or equivalent experience.
• 3-5+ years of experience in a customer service supervisory or leadership role.
• 3-5+ years of experience in ServiceNow platform. Advanced technical ServiceNow configuration expertise is required.
• Experience with federal government contracts preferred.
• Experience leading help desk, support desk, or other customer service call center or IT support environments required.
• Experience leading teams, managing performance, and delivering coaching and feedback to elevate support agent performance.
• Fundamental background in ITIL best practices; ITIL certification preferred but not required.
• U.S. Citizenship
• Ability to obtain Public Trust

KNOWLEDGE, SKILLS, ABILITIES

• Proficient in ServiceNow.
• Proven track record of success leading service teams in high-volume ticketing environments.
• Strong written and verbal communication skills are required.
• Ability to engage key stakeholders and lead client discussions.
• Proficient knowledge of data tracking and analytics to drive insights and strategic decision-making.
• Effective time management and multi-tasking skills.
• High-level emotional intelligence and interpersonal skills.
• Demonstrated leadership experience, with the ability to inspire and motivate cross-functional teams to achieve common goals.
• Ability to manage multiple people, work streams, and projects simultaneously.
• Advanced competencies in Microsoft Office Suite.

ABOUT THE ROLE

The Operations Center Help Desk Manager is responsible for overseeing daily operations and activities for a federal research grant program’s applicant inquiries. This includes overseeing a large-volume support desk, handling an average of 250-500 tickets per day during high season, and leading a team of 3-6 support desk agents in responding to grant applicant inquiries, and resolves for resolution of technical problems related to online application submissions.