IT Helpdesk Manager

Agile Decision Sciences LLC is seeking an experienced and upbeat IT Helpdesk Manager to lead daily IT support operations for an Environmental Protection Agency (EPA) contract in San Francisco, CA. This role is perfect for someone who thrives on delivering exceptional customer service, optimizing processes, and guiding a team of technicians to consistently high performance.

**Offer is contingent upon contract award

Work location: Onsite

Clearance: Ability to successfully complete a government background investigation

Responsibilities

• Lead the daily operations of the IT Helpdesk, ensuring timely, accurate, and customer-focused support across all EPA end users
• Oversee ticket queues, service levels, escalations, and workload distribution to maintain strong performance and compliance with contract requirements
• Serve as the primary point of contact for customer communication, leading review sessions focused on service performance, trends, and improvement opportunities
• Coordinate system updates, rollouts, and integrations in collaboration with engineering, cybersecurity, and infrastructure teams
• Develop and maintain Helpdesk procedures, documentation, and knowledge base resources
• Manage staffing, training, and professional development for Helpdesk personnel
• Monitor technical, operational, and schedule milestones to ensure alignment with contractual obligations
• Identify areas for process optimization and propose improvements to enhance user experience and operational efficiency
• Support proposal development, planning activities, and technology roadmap discussions when expanding services or introducing new capabilities
• Ensure compliance with all EPA, federal, and ADSL policies related to IT operations, security, and reporting

Requirements

• Bachelor’s degree (preferred) and a minimum of 6 years of related IT support or IT operational leadership experience, or an equivalent combination of education and experience
• Proven ability to manage a technical support team in a fast-paced environment
• Strong understanding of Helpdesk operations, modern ticketing systems, and IT service management (ITSM) frameworks
• Excellent communication and customer-relationship skills with the ability to interface effectively with government stakeholders
• Experience coordinating technical projects or system implementations
• Strong problem-solving skills with the ability to balance technical, operational, and customer priorities
• US citizenship to meet contract requirements and successfully complete a government issued background investigation

We invest in the lives of our employees, both in and out of the workplace, by providing competitive pay and benefits packages. Benefits offered may include health care, dental, vision, life insurance; 401(k); education assistance; paid time off including PTO, holidays, and any other paid leave required by law. The salary offered will depend on several factors including, but not limited to, relevant experience, skills, education, geographic location, internal equity, business needs, and other factors permitted by law. Posted pay ranges are a general guideline only and are not a guarantee of compensation or salary.

EEO Statement

ASRC Federal and its Subsidiaries are Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, gender, color, age, sexual orientation, gender identification, national origin, religion, marital status, ancestry, citizenship, disability, protected veteran status, or any other factor prohibited by applicable law.