Government contracts require well-structured IT support teams to ensure seamless operations. The Deputy Help Desk Manager plays a key role in assisting the Help Desk Manager in overseeing IT support services, ensuring compliance with government regulations, and maintaining efficient service delivery.

What does a Help Desk Manager – Deputy do on Government Contracts?

A Deputy Help Desk Manager supports the overall management of the IT help desk, acting as a second-in-command to the Help Desk Manager. Their key responsibilities include:

Assisting in Team Supervision: Supporting the Help Desk Manager in overseeing IT support staff and daily operations.
Incident and Escalation Management: Handling complex service requests and escalating critical issues as needed.
Process Optimization: Assisting in refining help desk workflows, ticketing systems, and service delivery methods.
Performance Monitoring: Helping track service-level agreements (SLAs) and key performance indicators (KPIs).
Compliance and Security Support: Ensuring help desk operations adhere to government IT security and compliance requirements.

Help Desk Manager – Deputy Job Description

The Deputy Help Desk Manager assists in managing IT support operations under a government contract. This role involves supervising a team of IT support specialists, helping implement service improvements, ensuring adherence to security protocols, and stepping in for the Help Desk Manager as needed.

Duties include:

Assisting in the leadership and management of the IT help desk team.
Supporting incident resolution and escalation management to minimize service disruptions.
Contributing to the development and enforcement of help desk policies and procedures.
Training and mentoring IT support staff to enhance service quality.
Assisting in monitoring help desk performance and preparing reports for leadership.
Collaborating with the Help Desk Manager and other IT teams to resolve complex technical issues.

Job Requirements for a Help Desk Manager – Deputy

Required Knowledge, Skills, and Abilities:

Strong IT troubleshooting and service management skills.
Leadership abilities with experience supervising IT support teams.
Familiarity with IT service management (ITSM) tools such as ServiceNow or Remedy.
Knowledge of government IT compliance standards (e.g., NIST, FISMA).
Strong communication and problem-solving skills.

Educational Background and Experience:

Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
3-5 years of experience in IT support, with some experience in a leadership or supervisory role.
ITIL certification or relevant IT service management experience is preferred.

Workspace/Physical Requirements:

Office environment, with occasional remote or on-site work as required by the contract.
Availability for after-hours support in case of critical incidents.

What does a typical job posting look like for a Help Desk Manager – Deputy?

Job Title: Deputy Help Desk Manager
Location: [Government Agency or Contractor Site]
Job Type: Full-Time

Job Description:
We are seeking a Deputy Help Desk Manager to support IT service operations for a government contract. The ideal candidate will assist in leading a team of IT support specialists, ensuring efficient service delivery, and maintaining compliance with security and operational standards.

Essential Job Functions:

Assist in managing and overseeing the IT help desk team.
Handle escalated technical issues and ensure prompt resolution.
Support the development and enforcement of help desk policies and procedures.
Monitor service performance and assist in process improvements.
Ensure compliance with government IT security requirements.
Provide training and mentorship to help desk personnel.

Salary Range:
The typical salary for a Deputy Help Desk Manager on a government contract ranges from $70,000 to $100,000 per year, depending on experience, location, and contract requirements.