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IT Help Desk Manager

Mclean, VA · Information Technology · Fully remote

Who We Are 

Info Gain Consulting is a CMMI-DEV L3 appraised, and SBA Certified 8(a) Small business. We deliver program management, financial management, performance improvement, and technology enablement solutions to federal agencies in the US and overseas. Our federal clients value our ability to bring together expertise in people, processes, technology, and data to help them prepare for growth, manage risk, and improve operations. 

Position Overview: 

We are seeking a highly skilled and experienced Manager to lead our team in providing end-user support services, IT Service Management (ITSM) support, help desk, and User Access Management (UAM) support for a U.S. federal agency. The ideal candidate will have a strong background in IT service delivery, exceptional leadership abilities, and a deep understanding of federal agency requirements and compliance standards. 

Key Responsibilities: 

1. Leadership and Team Management: 

  • Lead and manage a team of IT professionals providing end-user support, ITSM support, help desk, and UAM support. 

  • Foster a collaborative and high-performance team environment. 

  • Conduct regular performance reviews, provide feedback, and implement professional development plans for team members. 

2. End-User Support Services: 

  • Oversee the delivery of comprehensive end-user support services, including hardware and software troubleshooting, installation, and maintenance. 

  • Ensure timely and effective resolution of user issues and requests. 

  • Develop and implement best practices and standard operating procedures for end-user support. 

3. IT Service Management (ITSM) Support: 

  • Manage ITSM processes and tools to ensure efficient service delivery and incident management. 

  • Monitor and report on key performance indicators (KPIs) and service level agreements (SLAs). 

  • Drive continuous improvement initiatives to enhance IT service delivery and user satisfaction. 

4. Help Desk Management: 

  • Oversee the operation of the help desk, ensuring it provides effective and responsive support to end users. 

  • Implement and maintain help desk software and tools for ticket management and tracking. 

  • Ensure help desk staff are trained and equipped to handle a wide range of technical issues. 

5. User Access Management (UAM) Support: 

  • Oversee the management of user access controls, ensuring compliance with federal security policies and standards. 

  • Implement and maintain robust access management processes, including user provisioning, de-provisioning, and access reviews. 

  • Collaborate with security teams to address access-related security incidents and vulnerabilities. 

6. Compliance and Reporting: 

  • Ensure all support services comply with federal agency regulations, policies, and standards. 

  • Prepare and present regular reports on service performance, compliance, and security to senior management and federal agency stakeholders. 

  • Stay updated on federal IT policies and guidelines, ensuring the team’s practices align with the latest requirements. 

7. Stakeholder Engagement: 

  • Act as the primary point of contact for federal agency stakeholders regarding end-user support, ITSM, help desk, and UAM services. 

  • Build and maintain strong relationships with stakeholders, ensuring their needs and expectations are met. 

  • Participate in regular meetings and briefings with federal agency representatives to discuss service performance and improvement initiatives. 


  • Education: Bachelor’s degree in Information Technology, Computer Science, or a related field. 

  • Experience: Minimum of 5 years of experience in IT service management, end-user support, help desk, or user access management, with at least 3 years in a supervisory or managerial role. 

  • Certifications: PMP (or similar) certification is required. Additional certifications such as CISSP, CISM, or ITIL Foundation certification are a plus. 

  • Technical Skills: Proficiency in ITSM tools (e.g., ServiceNow, BMC Remedy), help desk solutions, UAM solutions, and IT support software. Strong understanding of federal IT policies and compliance standards. 

  • Leadership Skills: Proven ability to lead and motivate a team, manage performance, and drive continuous improvement. 

  • Communication Skills: Excellent verbal and written communication skills, with the ability to effectively interact with federal agency stakeholders and senior management. 

  • Problem-Solving Skills: Strong analytical and problem-solving abilities, with a focus on delivering practical and innovative solutions. 

Job Type: Full-time 

Pay: $70,000.00 - $90,000.00 per year 


  • 401(k) 

  • Dental insurance 

  • Health insurance 

  • Paid time off 

  • Vision insurance 

Compensation package: 

  • Yearly pay 

Experience level: 

  • 3 years 


  • 8 hour shift 

  • Monday to Friday 


  • Help desk management: 3 years (Preferred) 


  • PMP (Preferred) 

Work Location: Remote 


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