Help Desk Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the daily operations of the NHSN Help Desk, ensuring consistent and effective service delivery.

• Track ticket volume, workload, service performance, backlog, and any emerging operational challenges.

• Ensure that Help Desk activities align with established SOPs, workflows, SLAs, and requirements.

• Actively participate in user support and ticket resolution when necessary.

• Troubleshoot user issues and coordinate or escalate matters that require further expertise.

• Identify recurring problems, service gaps, and opportunities for process and customer experience enhancements.

• Provide direct supervision and daily leadership to User Support Specialists.

• Set and reinforce expectations for performance, customer service, documentation, and processes.

• Monitor staff performance while offering coaching, feedback, and support.

• Conduct performance evaluations, approve timecards, and fulfill other supervisory duties.

• Facilitate staff training, professional development, and technical skill enhancement.

• Communicate significant staffing, workload, and personnel matters to Project Management.

• Implement and uphold SOPs, operational controls, and process modifications.

• Ensure all activities, decisions, risks, issues, and resolutions are properly documented.

• Report on operational status, performance metrics, risks, issues, and staffing challenges.

• Assist with audits, quality reviews, corrective measures, and continuous improvement initiatives.

• Collaborate with Project Management, Functional Area Leads, subject matter experts, and stakeholders.

• Maintain an up-to-date understanding of NHSN applications and supported functional areas.

• Stay proficient in NHSN User, Facility, and Group administration functions.

• Maintain expertise in ServiceNow case management, triage, reporting, analytics, and knowledge management.

• Utilize knowledge of NHSN and ServiceNow to guide staff and identify issues needing additional expertise.

• Leverage ServiceNow data and reporting tools for workload management, performance tracking, and operational decision-making.

• Encourage consistent use of ServiceNow and service-management practices.

⛳️ Requirements

• BA/BS degree with five (5) years of relevant experience.

• Proven experience with NHSN and proficiency in NHSN User, Facility, and Group administration functions.

• Experience in supervising or leading a help desk, customer support, technical support, or a similar operational team.

• Excellent written and verbal communication abilities.

• Strong organizational, problem-solving, and decision-making skills.

• Capability to manage multiple priorities while maintaining effective operational oversight in a fast-paced support environment.

• Proficient in ServiceNow or similar help desk/service-management platforms.

• Relevant ServiceNow certification or the ability to acquire certification within the timeframe set by CACI or program leadership.

• Must be highly detail-oriented, organized, proactive, and responsible.

• Must be able to obtain and maintain a Public Trust Level 5 clearance.

🏝️ Benefits

• Flexible time off benefit.

• Comprehensive learning resources.

• Healthcare benefits.

• Wellness benefits.

• Financial benefits.

• Retirement benefits.

• Family support benefits.

• Continuing education benefits.

• Time off benefits.

• Competitive compensation.

• Opportunities for learning and development.