cFocus Software seeks a Helpdesk Manager to join our program supporting the Equal Employment Opportunity Commission (EEOC). This position is onsite in Washington, DC. This position requires a Public Trust or the ability to obtain a public trust clearance.
Qualifications:

Demonstrated experience managing an enterprise helpdesk or IT service desk supporting geographically dispersed users, multiple technical functions, and defined service levels.
Demonstrated knowledge of ITIL-aligned service management, including incident, request, problem, change, escalation, knowledge, and continual-improvement practices.
Experience managing staffing, schedules, workload, performance, training, and service coverage in a customer-facing technical support environment.
Experience administering or overseeing an IT service-management/ticketing platform such as Zendesk and producing accurate operational, SLA, KPI, trend, and customer-service reports.
Ability to interpret contractual service requirements, AQLs, performance measures, ticket-priority thresholds, and deliverable deadlines and translate them into operational controls.
Experience developing and maintaining management, staffing, transition, quality-control, escalation, contingency, SOP, knowledge-management, and performance-reporting artifacts.
Strong analytical and problem-solving skills with the ability to identify service risks, recurring defects, root causes, performance trends, and corrective actions.
Strong leadership, customer-service, written communication, briefing, facilitation, and stakeholder-management skills.
Working knowledge of enterprise end-user computing, Microsoft environments, systems administration, information security, AV/VTC services, asset management, and technical support operations.
Professional command of the English language and the ability to produce complete, concise, accurate, and timely documentation and reports.
Ability to support an on-site Federal operating environment, approved emergency or weekend coverage, and occasional local or domestic travel when required.
Must currently possess or be able to favorably complete the required five-year employment background investigation for a Public Trust position, normally initiated through Standard Form 85P, and meet applicable OPM suitability standards.

Duties:

Direct daily Enterprise Helpdesk operations and coordinate systems administration, business analysis, AV/VTC, event-support, and related service activities across EEOC Headquarters and field offices.
Plan, assign, and monitor staffing and workload to maintain qualified coverage throughout the required operating window and meet work-order requirements.
Lead ITIL-aligned incident, request, problem, change, knowledge, escalation, and continual-improvement processes.
Monitor Zendesk or other approved IT service-management tools for ticket volume, queue length, priority, aging, updates, escalations, resolution, and customer-impact trends.
Review ticket documentation and resolution quality; provide required Helpdesk Manager approvals; and ensure tickets are closed in accordance with EEOC procedures.
Ensure urgent, critical, and complex incidents are assigned, communicated, escalated, and resolved within applicable service thresholds, including Government notification requirements.
Establish and maintain escalation procedures that identify, prevent, correct, and reduce recurrence of defective or delayed services.
Track performance against PWS service levels, acceptable quality levels, key performance indicators, and customer-satisfaction standards; initiate corrective and preventive actions when results fall below target.
Develop, configure, validate, and maintain reproducible service metrics and reports using Zendesk and other approved reporting sources.
Prepare and submit daily operational updates, weekly Helpdesk reports, monthly performance reports, customer meeting minutes, and ad hoc status reports with complete and accurate data.
Analyze ticket volumes, service categories, recurring issues, major problem areas, developing trends, support-group handoffs, and new metrics that may improve OCIO service delivery.
Develop and maintain the Program Management Plan components applicable to operations, including staffing, transition, quality control, escalation, and contingency plans.
Lead transition-in and transition-out activities, knowledge transfer, Government-furnished equipment coordination, documentation transfer, and continuity of operations while minimizing service disruption.
Develop, implement, test, and maintain Helpdesk contingency procedures for emergency or Government closures, including timely coverage notifications and status updates.
Maintain current Helpdesk standard operating procedures and oversee a Government-accessible knowledge repository, access controls, monthly updates, content reviews, and corrective actions.
Oversee Government-furnished equipment accountability, inventory reporting, status changes, and immediate reporting of missing property to the COR or appropriate OCIO management.
Coordinate security-incident support with EEOC Information Assurance, OCIO management, rapid-response teams, and technical personnel; ensure required incident reporting and mitigation resources are provided.
Manage personnel performance, coaching, cross-training, annual skills development, schedule coordination, and timely replacement of Key Personnel or other staff when required.
Facilitate operational and customer meetings; document decisions, action items, risks, dependencies, and follow-up activities; and maintain constructive relationships with EEOC stakeholders.
Coordinate with the COR, OCIO/MSMD/CSB Branch Chief, field-office coordinators, technical teams, vendors, and support groups to resolve issues and meet mission priorities.
Support approved work orders, special projects, technology changes, acquisitions, migrations, and service enhancements within the PWS scope.

EEOC - Helpdesk Manager

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