What are the responsibilities and job description for the Help Desk Manager, GRFP position at UPSLOPE ADVISORS, INC?
We are seeking a detail-oriented and experienced Help Desk Manager to lead the customer service operations for a government Agency's Graduate Research Fellowship Program (GRFP). This role is crucial to ensuring a high-quality public-facing experience for thousands of applicants, reviewers, and stakeholders interacting with the program annually.
The Help Desk Manager will be responsible for overseeing a high-volume inquiry and ticketing system, particularly during the program’s seasonal surge (October to January), when up to 5,000 tickets may be submitted each month. This individual will ensure all inquiries are resolved promptly, service level agreements (SLAs) are met, and customer satisfaction is maintained.
Position Type: Full-Time (Contingent upon award)
- Manage the day-to-day operations of the GRFP help desk
- Monitor and maintain performance of the ticketing system (e.g., Zendesk)
- Track ticket volume, resolution times, and user satisfaction metrics
- Ensure timely and accurate responses to public inquiries, particularly during peak periods
- Develop and implement processes for surge capacity and seasonal scaling
- Supervise and train customer service staff to ensure quality and consistency
- Maintain and report on help desk metrics, performance trends, and user feedback
- Coordinate with internal teams and leadership to escalate and resolve complex issues
- Minimum 5 years of experience managing help desk or customer service operations
- Hands-on experience with help desk software and ticketing systems (e.g., Zendesk, Freshdesk)
- Proven ability to maintain SLAs and manage high-volume inquiries
- Experience managing customer service during seasonal or high-demand periods
- Strong skills in communication, organization, and team leadership
- Ability to implement and maintain QA processes and documentation standards
This is a key role in supporting a nationally recognized fellowship program. If you are passionate about service excellence, thrive in dynamic environments, and have a track record of managing scalable help desk operations, we encourage you to apply.
Security Requirement
Ability to pass a background check
About Us
UpSlope Advisors is an 8(a), professional engineering services company that provides expert mission-first technical and programmatic support for US Intelligence Community (IC), Department of Defense (DoD), and Federal agencies. As a ‘Mission First / People First’ company, we believe that success starts with the people. Our employees are the heart of our client(s) mission and enabling success for both our clients and employees requires opportunity for personal and professional growth. At UpSlope, we take pride in our ability to offer a competitive benefits package and a balanced work environment that allows our employees to thrive.
