Helpdesk Manager in Fort Gregg-Adams, Virginia at Code Plus Inc

CODE Plus, Inc., an experienced IT government contractor in Fairfax, VA with offices in Huntsville, AL and have been in business for 31 years and have been servicing different agencies within the Federal sector. Our mission is to deliver high-quality, cost-effective solutions that empower our clients to achieve their goals. At CODEplus, we value teamwork, integrity, and technical excellence, and we pride ourselves on maintaining long-standing partnerships built on trust and results.

Job Title: Helpdesk Manager

Location: Rockville, MD

Clearance: Public Trust

Provide strategic leadership and operational oversight for a high-volume Help Desk environment supporting end-users across a diverse technology landscape, including software, hardware, cloud-based systems, data platforms, desktop applications, and enterprise solutions developed or deployed under contract requirements. Serve as the primary escalation point for complex technical issues while ensuring prompt, effective resolution of service requests and incidents.

Lead and manage daily Help Desk operations, directing support teams in the identification, analysis, troubleshooting, and resolution of technical problems. Establish and maintain processes that ensure all incidents, service requests, and customer interactions are accurately documented, tracked, monitored, and resolved within established performance standards and contractual requirements.

Drive exceptional customer service by ensuring timely responses to telephone calls, emails, tickets, and other support requests. Foster a customer-focused culture that prioritizes responsiveness, professionalism, communication, and user satisfaction while maintaining high levels of technical support quality.

Oversee the achievement of Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and operational metrics by continuously monitoring service performance, workload distribution, ticket queues, resolution times, and customer satisfaction levels. Implement corrective actions and process improvements to enhance service delivery efficiency and effectiveness.

Develop, implement, and enforce Help Desk policies, procedures, methodologies, and best practices to ensure consistent service delivery and compliance with organizational standards. Monitor quality assurance measures and conduct performance reviews to identify trends, mitigate recurring issues, and improve overall support operations.

Coordinate and manage maintenance, sustainment, and Operations & Maintenance (O&M) activities to ensure the continuous availability, reliability, and performance of IT systems and services. Collaborate with technical teams, stakeholders, vendors, and leadership to support system upgrades, deployments, change management initiatives, and ongoing operational requirements.

Prepare and deliver operational reports, performance dashboards, and service metrics to leadership, providing insight into support trends, resource utilization, SLA compliance, incident management, and continuous improvement opportunities. Leverage industry best practices and technical expertise to optimize support services and enhance the overall end-user experience.

Key Areas of Responsibility:

• Leadership and management of Help Desk support personnel.
• Incident, problem, and service request management.
• SLA/KPI monitoring and performance reporting.
• Customer service and user satisfaction management.
• IT Operations & Maintenance (O&M) oversight.
• Process improvement and quality assurance.
• Escalation management and technical troubleshooting.
• Knowledge management and documentation control.
• Workforce planning, scheduling, and resource allocation.
• Compliance with contractual, organizational, and industry standards.

This version positions the role at a true management level and emphasizes leadership, metrics, service delivery, customer experience, and operational oversight.