Help Desk Manager

Job Title: Help Desk ManagerJob Category: Information TechnologyTime Type: Full timeMinimum Clearance Required to Start: Public TrustEmployee Type: RegularPercentage of Travel Required: NoneType of Travel: None* * * The Opportunity: CACI seeks an experienced Help Desk Manager with strong leadership, organizational, technical, and communication skills to oversee user support operations for CDC’s National Healthcare Safety Network (NHSN).

The Help Desk Manager will provide day-to-day operational leadership and supervision of User Support Specialists, ensure consistent execution of Help Desk processes, monitor service performance, and support effective resolution of user issues.

The manager will also maintain hands-on proficiency with NHSN and ServiceNow and contribute directly to user support as operational needs require.

Responsibilities

Help Desk Operations & Service Delivery Manage day-to-day NHSN Help Desk operations and maintain accountability for consistent, effective service delivery. Monitor ticket volume, workload, service performance, backlog, and emerging operational issues.

Ensure Help Desk activities are performed in accordance with approved SOPs, workflows, Service Level Agreements (SLAs), and other established requirements. Participate directly in user support and ticket resolution as needed to maintain technical proficiency and support operational demands.

Troubleshoot and resolve user issues and coordinate or escalate matters requiring additional technical or subject matter expertise. Identify recurring issues, service gaps, and opportunities to improve Help Desk processes and customer experience.

Staff Supervision & Leadership Provide direct supervision and day-to-day leadership to a team of User Support Specialists. Establish and reinforce expectations for performance, customer service, documentation, and adherence to established processes.

Monitor staff performance and provide regular coaching, feedback, and support. Complete required employee per