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.