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Helpdesk Manager

Bethesda, Maryland, United States

Empower, Innovate, Impact!  At Team A-TEK, we EMPOWER people to drive INNOVATION that IMPACTS mission!

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, and its subsidiary, Mackson Consulting, are at the forefront of digital innovation, offering advanced IT services and solutions with a focus on emerging technologies. We specialize in supporting health, federal civilian, and national security missions, serving a diverse array of U.S. Departments.

A-TEK is seeking a Helpdesk Manager to lead a high-performing technical support team for one of our federal customers. The Helpdesk Manager will oversee daily Tier 1 and Tier 2 support operations across approximately 3,000 users and 3,000+ workstations, ensuring superior service delivery, SLA compliance, and continuous improvement. This position serves as the first line of escalation and leadership for technical support staff, handling a wide range of hardware, software, and infrastructure issues across PC and Mac environments.

This individual will be responsible for staff supervision, workflow optimization, ticket escalation management, service reporting, and performance improvement initiatives while working in close coordination with the client’s research, cyber security, infrastructure, and application development teams. The position is on-site in Bethesda, MD.  US Citizenship is required for consideration for this position.

Key Responsibilities

  • Provide daily operational leadership and supervision for Help Desk staff responsible for Tier 1 and Tier 2 support functions, including phone, email, remote, and desk-side support.
  • Manage the intake, triage, escalation, and resolution of service requests and incidents via the ServiceNow platform in alignment with SLA standards and client protocols.
  • Serve as the initial escalation point for complex technical and customer service issues requiring immediate resolution or coordination with Tier 3 and cross-functional teams.
  • Ensure effective coordination of support for Windows 10/11 and MacOS devices, mobile endpoints (iOS), VoIP systems, printer services, software installations, patching, and security compliance tasks.
  • Develop and maintain documentation, SOPs, and service knowledge base articles to support Help Desk operations and knowledge transfer.
  • Track, analyze, and report on key service metrics, SLA performance, trends, and areas for improvement; present findings to client stakeholders as needed.
  • Lead recruitment, onboarding, mentoring, and performance management of Help Desk staff.
  • Coordinate with the Infrastructure and Application Development teams for integration of new technologies, upgrades, and system rollouts.
  • Support training for new systems and continuous end-user education efforts.
  • Participate in strategic planning, resource forecasting, and support planning for lifecycle refreshes, migrations, and system modernizations.
  • Support organizational readiness for future upgrades, including Windows 11 and evolving Mac OS environments.

Required Qualifications

  • Bachelor’s degree in Computer Science, Information Systems, Engineering, Business, or a related field.
  • Minimum of 5 years of progressive experience in IT support, with at least 2 years in a Help Desk or Service Desk leadership role.
  • Demonstrated experience managing help desk teams supporting diverse user environments (Windows, MacOS, mobile devices, etc.) in a federal or large enterprise context.
  • Proven experience in ServiceNow or similar ITSM platforms.
  • Strong understanding of ITIL practices and IT service delivery processes.
  • Excellent communication, customer service, and leadership skills.
  • Ability to manage multiple priorities in a fast-paced, dynamic environment.
  • Ability to obtain a Level 5 Public Trust (NACI) clearance.

Preferred Certifications

  • Help Desk Institute (HDI) Certification: Help Desk Manager, Desktop Support Manager, or Support Center Manager (Preferred)
  • ITIL Certification: Foundation v3 or higher (Required)
  • One or more of the following technical certifications (or current equivalents):
    • MTA: Microsoft Technology Associate
    • MCSA: Microsoft Certified Solutions Associate
    • MCSE: Microsoft Certified Solutions Expert
    • Apple Certified Support Professional
    • Certified Associate in Project Management (CAPM or similar)

Work Environment & Tools

  • ServiceNow ITSM platform
  • Windows 10/11, Mac OS (Sierra and Mojave, transitioning to latest versions)
  • Mobile device management (iOS, tablets)
  • VoIP systems (CISCO 8811 and Unified Communications)
  • Virtual server environments (VMware, SAN/NAS)
  • Government secure networks

The Salary range for this position is 125,000 – 135,000.

#LI-OnSite

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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