IT Help Desk Manager

About UVS Infotech:

UVS InfoTech is a Laurel, Maryland-based IT System Integrator with expertise in Emerging Technologies: Artificial Intelligence, Machine Learning, Robotic Process Automation, Blockchain, Identity & Access Management, Identity Proofing

Position Description:

UVS InfoTech is seeking an experienced IT Help Desk Manager who will be responsible for leading and overseeing the day-to-day operations of the IT Help Desk / Service Desk function. This role supports UVS Federal Government client and ensures the timely, effective, and efficient resolution of end-user technical issues while maintaining high levels of customer satisfaction.

The IT Help Desk Manager provides leadership to a team of IT helpdesk technicians, establishes service level standards, implements best-practice processes, and serves as the primary escalation point for complex technical problems. This position plays a critical role in maintaining the overall productivity of the organization by minimizing system downtime and ensuring reliable access to IT services.

Key Responsibilities

• Strong technical expertise in Power Apps, Power Automate, Dataverse, and related Microsoft 365 tools to provide technical support to Government users.
• Lead, mentor, and manage the IT Help Desk team, including performance management, scheduling, training, and professional development.
• Oversee the intake, prioritization, tracking, and resolution of all IT support incidents and service requests.
• Establish, monitor, and report on Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and customer satisfaction metrics.
• Develop and maintain standard operating procedures, knowledge base articles, and troubleshooting documentation.
• Manage escalation processes for unresolved or high-impact issues, coordinating with other IT teams, vendors, and third-party support as needed.
• Implement and improve IT service management processes based on ITIL or similar frameworks.
• Conduct regular team meetings, performance reviews, and training sessions to ensure consistent service quality.
• Analyze help desk trends and root causes to identify opportunities for proactive problem management and service improvement.
• Manage help desk tools and ticketing systems (e.g., ServiceNow, Zendesk, Jira Service Management) and ensure accurate reporting.
• Collaborate with other IT leaders on projects, system upgrades, and initiatives that impact end-user support.
• Ensure compliance with security policies, data protection standards, and organizational IT governance.

Required Qualifications & Experience

• Active U.S Government Clearance (L Clearance) or ability to obtain clearance is mandatory.

• ITIL Foundation certification or equivalent ITSM certification.
• Technical certifications such as CompTIA A+, Network+, Security+, Microsoft Certified Professional, or similar.
• Experience supporting enterprise environments, cloud services (Azure/AWS), or remote/hybrid workforces.
• Experience working in government contracting or regulated industries.
• Knowledge of security tools, endpoint management, and patch management practices.

Preferred Skills & Attributes

• Experience working in an Agile environment (Scrum, Kanban, etc.).
• Familiarity with workflow automation platforms or business process management tools.
• Industry-recognized certifications (e.g., CBAP, PMI-PBA, Agile certifications, or similar).
• Background in government contracting or large-scale enterprise modernization efforts.

A successful IT Help Desk Manager delivers exceptional end-user support experiences, maintains high team performance and morale, consistently meets or exceeds SLA targets, and continuously improves help desk processes to reduce ticket volume and resolution times.

This role requires a hands-on leader who is both technically proficient and people-focused, capable of balancing operational demands with strategic service improvement initiatives.