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IT Helpdesk Manager

Bethesda, Maryland, United States

A-TEK operates at the intersection of mission and innovation by applying our deep domain expertise across the federal markets. Embracing our digital-first strategy, A-TEK provides enhanced capabilities in application development, digital transformation, enterprise IT, and scientific services. Our solutions are designed to modernize, automate, secure, protect, and enhance the operations of our federal clients, ensuring they stay ahead in a rapidly evolving digital landscape.

Our work is fueled by a passion to serve our clients’ needs and to protect the safety and welfare of Americans. That passion shapes how we nurture our most valuable asset – Our Employees. A-TEK actively cultivates the talent that drives our success and fosters a creative, challenging, and mission-driven work environment for current and future employees.

A-TEK operates at the intersection of mission and innovation by applying our deep domain expertise across the federal markets. Embracing our digital-first strategy, A-TEK provides enhanced capabilities in application development, digital transformation, enterprise IT, and scientific services. Our solutions are designed to modernize, automate, secure, protect, and enhance the operations of our federal clients, ensuring they stay ahead in a rapidly evolving digital landscape.

A-TEK is actively recruiting for an IT Help Desk Manager responsible for overseeing the IT support operations that ensure seamless technology services to our federal client’s team of researchers, scientists, and administrative staff engaged in safeguarding and improving the nation’s health.  This role is onsite in Bethesda, MD.  The salary range for the position is $125,000 to $135,000.

Position Summary

The highly skilled and experienced IT Help Desk Manager will focus on leading and providing process improvements for the customer’s IT support services. This role requires a strong leader, mentor, and problem solver who can analyze data and trends to drive efficiency and service improvements. The selected candidate must have a deep understanding of the dynamics of complex research or government environments, including their unique operational challenges and IT needs, while ensuring a high standard of service delivery.

Key Responsibilities

  • Oversee daily IT support operations, ensuring timely resolution of tickets and technical issues.
  • Lead and mentor a team of IT support professionals, fostering a culture of continuous learning and collaboration.
  • Implement best practices in IT service management (ITSM) and ensure adherence to Service Level Agreements (SLAs).
  • Manage and optimize ServiceNow for IT service requests, incident management, and trend analysis.
  • Ensure proper ticket categorization, escalation processes, and workflow automation.
  • Use data-driven insights to enhance delivery service, reduce response times, and improve end-user satisfaction.
  • Analyze IT support trends to proactively identify systemic issues and improvement opportunities.
  • Work closely with IT leadership to align help desk operations with NIAID’s mission, goals, and research priorities.
  • Translate complex IT challenges into practical, business-driven solutions.
  • Collaborate with the Customer to develop and implement strategic process improvements that enhance efficiency and effectiveness across IT support operations.
  • Partner with the client to identify, propose, and execute initiatives that drive automation, expand self-service capabilities, and improve end-user training—reducing IT dependency on routine requests.
  • Demonstrate a proactive and forward-thinking approach by staying updated with emerging technologies relevant to IT service management and biomedical research IT support, ensuring continuous modernization and enhanced service delivery.

Required Qualifications

  • 7+ years of IT support experience, with at least 3 years in a leadership role.
  • Prior experience in a federal research or healthcare environment (NIH, NIAID, or similar) is strongly preferred.
  • ServiceNow administration and optimization experience.
  • Strong understanding of IT service management (ITSM) frameworks.
  • Experience with Microsoft 365, endpoint management, and remote support tools.
  • Proven ability to mentor, develop, and lead teams while fostering a culture of accountability and high performance.
  • Strong analytical skills with experience in identifying trends and using data to drive decisions.
  • Ability to balance strategic goals with hands-on problem-solving.
  • Exceptional leadership and interpersonal skills with the ability to foster a positive, inclusive, and high-performing team culture.
  • Strong customer service orientation, ensuring IT solutions are delivered with professionalism and responsiveness.
  • Ability to communicate technical concepts to non-technical stakeholders, ensuring clarity and alignment with business needs.
  • Skilled at building relationships and collaborating with peers, leadership, and cross-functional teams to achieve shared goals.
  • Adaptable and diplomatic approach, balancing priorities and handling challenging situations with professionalism and confidence.
  • Deep understanding of the mission, research priorities, and operational structure of a complex, federally funded, or research-driven environment.
  • Strong grasp of business process improvement and the ability to align IT support with organizational objectives to drive efficiency and effectiveness.
  • Experience working in a collaborative, fast-paced, and regulated environment, ensuring compliance while delivering high-quality IT services.

 

Preferred Qualifications (Not Required)

  • ITIL v4 Certification
  • ServiceNow Certified Administrator or ITSM Certification
  • Experience with biomedical research IT support
  • PMP or relevant project management experience

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A-TEK, Inc. is an Equal Opportunity/Affirmative Action employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or status as a qualified individual with a disability, or Vietnam era or other protected Veteran status.

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