ServiceNow Help Desk Manager

DirectViz Solutions (DVS) is a dynamic and rapidly growing government contractor committed to delivering innovative IT solutions that address the mission-critical needs of our government clients. Through the expertise and dedication of our talented team, we provide cutting-edge technology services designed to achieve success and exceed expectations.

At DVS, we prioritize our employees as our greatest asset. We offer competitive compensation, comprehensive medical benefits, a 401(k) match, generous PTO accrual, professional development reimbursement, corporate-funded technology certifications, and robust employee recognition and appreciation programs.

Job Description:

We are seeking an experienced Help Desk Manager to oversee and lead our IT support services, ensuring efficient operations and excellent service delivery. The ideal candidate will have a strong background in ServiceNow platform management, along with a proven ability to manage IT support teams and service desk operations. This role will be crucial in driving customer satisfaction and operational efficiency while supporting the broader IT objectives of the organization.

Responsibilities:

• Lead and manage the Help Desk team, ensuring they provide excellent IT support to end users across various departments.
• Oversee day-to-day operations of the Help Desk, including incident management, problem resolution, and ensuring timely closure of support tickets.
• Utilize the ServiceNow platform to manage service requests, incidents, and workflows, ensuring that IT support processes are streamlined and efficient.
• Establish and monitor Help Desk performance metrics (e.g., response time, resolution time, customer satisfaction) to ensure service excellence.
• Troubleshoot complex technical issues and work with the team to resolve escalated problems in a timely manner.
• Coordinate the training and professional development of Help Desk staff, ensuring that they are equipped with the necessary technical and customer service skills.
• Collaborate with the IT infrastructure team to resolve technical issues and improve system performance.
• Ensure the Help Desk follows best practices in terms of ITIL processes (incident, problem, and change management) and ServiceNow functionality.
• Maintain accurate and up-to-date documentation for troubleshooting, service requests, and incident management within the ServiceNow platform.
• Act as the main point of contact for internal stakeholders and escalate issues when necessary to higher-level technical teams or management.
• Develop and implement processes to improve IT support operations and enhance overall user satisfaction.

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related field, or equivalent work experience.
• 3 years of experience working with the ServiceNow platform, including managing incidents, requests, and workflows.
• Proven experience in managing and leading an IT support team or Help Desk operations.
• Strong knowledge of ITIL frameworks, particularly incident, problem, and change management.
• Experience with ServiceNow administration, including configuration and customization of workflows and service requests.
• Excellent communication and customer service skills with the ability to translate technical concepts into clear, non-technical language for end-users.
• Strong problem-solving skills and the ability to manage multiple priorities in a fast-paced environment.
• Familiarity with Microsoft Office Suite, Active Directory, and other IT management tools.
• Prior experience in a federal government environment or working with federal IT teams

Preferred Qualifications:

• ServiceNow Certified System Administrator (CSA) or other relevant certifications.
• Experience with cloud-based technologies and service management tools.
• Knowledge of networking concepts and common IT support issues.

If you thrive on solving complex problems and building meaningful connections, we’d love to hear from you. Join our team and make an impact today!

Physical and Mental Qualifications:

• Maintain focus and awareness throughout scheduled working hours.
• Perform tasks requiring prolonged periods of sitting or standing at a desk, utilizing a computer, mouse, and keyboard.
• Lift and move objects weighing up to 15 pounds as needed.
• Exhibit excellent verbal and written communication skills, with a strong command of the English language.
• Demonstrate the ability to work independently while also collaborating effectively as part of a team.
• Quickly learn and retain routine tasks and processes.
• Possess strong organizational skills, attention to detail, business correspondence proficiency, and self-management capabilities.
• Perform the essential functions of the role satisfactorily; reasonable accommodation will be provided for employees with disabilities upon request.
• Accept and adapt to additional responsibilities or changes to assigned duties as determined by DirectViz Solutions (DVS).

DirectViz Solutions, LLC (DVS) is an equal opportunity employer who prohibits discrimination and harassment against any employee or applicant for employment based on race, , sex (including pregnancy), age, gender identity, creed, religion, national origin, sexual orientation, marital status, genetic information, disability, political affiliation, protected veteran status, or any other status protected by federal, state or local law.

DVS has a zero-tolerance policy for harassment, threats, coercion, discrimination, and intimidation. Employees may file a complaint or exercise any right protected by Executive Order 11246, Section 503 of the Rehabilitation Act of 1973, as amended, Section 4212 of the Vietnam Era Veterans Readjustment Assistance Act of 1974, or the Veterans Employment Opportunities Act of 1998.