Job Title: Help Desk Manager Job Category: Information Technology Time Type: Full time Minimum Clearance Required to Start: Public Trust Employee Type: Regular Percentage of Travel Required: None Type 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 performance evaluations, timecard approvals, and other supervisory responsibilities. Support staff training, professional development, and ongoing technical proficiency. Maintain awareness of staffing, workload, and personnel concerns and communicate significant issues to Project Management. Operational Management & Reporting Implement and reinforce approved SOPs, operational controls, and process changes.
Ensure Help Desk activities, decisions, risks, issues, and resolutions are appropriately documented. Provide timely and substantive reporting on operational status, performance, risks, issues, and staffing concerns. Identify and escalate operational risks and issues in a timely manner. Support audits, quality reviews, corrective actions, and continuous improvement activities. Coordinate with Project Management, Functional Area Leads, subject matter experts, and other stakeholders to support effective Help Desk operations.
NHSN & ServiceNow Technical Proficiency Maintain strong working knowledge of NHSN applications, user support processes, and supported functional areas. Maintain hands-on proficiency with NHSN User, Facility, and Group administration functions in order to guide staff, troubleshoot user issues, and support accurate and consistent case resolution. Maintain proficiency in ServiceNow case management, assignment and triage, reporting and analytics, knowledge management, and other capabilities used by the Help Desk.
Use NHSN and ServiceNow knowledge to provide informed guidance to staff and identify issues requiring additional technical or subject matter expertise. Use ServiceNow data and reporting tools to support workload management, performance monitoring, and operational decision-making. Promote consistent use of ServiceNow and established service-management practices across the Help Desk team. Qualifications: Required: BA/BS + Five (5) years relevant experience.
Demonstrated NHSN experience and proficiency with NHSN User, F