Description
Iron Bow Technologies is hiring an experienced Help Desk Manager to lead Tier 1 Help Desk operations for the Department of Justice Civil Division. The role oversees coaching, staffing, scheduling, service levels, ACD and ITSM performance, contractual SLAs, SOPs, customer satisfaction, and team development, while coordinating with program and contract leadership. The position is primarily onsite at Iron Bow’s Herndon, Virginia call center, with occasional travel to DOJ locations in Washington, District of Columbia, and may later allow a hybrid schedule. It requires at least eight years of Help Desk or call center leadership experience, a bachelor’s degree in Computer Science or a related discipline, an active Secret clearance, and relevant CCSP and Microsoft certifications or the ability to obtain them.
