Help Desk Manager

Xenith Solutions is seeking a seasoned Help Desk Manager (HDI-SCM/HDM Certified) to lead Tier I and Tier II service desk operations supporting the Defense Personal Property System (DPS) under U.S. Transportation Command (USTRANSCOM) at Scott Air Force Base, IL .
The Help Desk Manager will oversee a 24×7×365 omnichannel technical support operation delivering world-class customer service to military service members, their families, and transportation partners worldwide. This role requires a proven leader with experience managing large-scale ITSM environments (ServiceNow or equivalent), implementing ITIL-based processes , and achieving strict service level performance under DoD cybersecurity and operational requirements .

Responsibilities

• Manage all aspects of Tier I and Tier II Help Desk operations , ensuring 24×7×365 availability and performance in accordance with contract SLAs.
• Supervise Technical Service Representatives (TSRs), Application Liaisons, and Knowledge Management staff to ensure timely, high-quality service delivery.
• Maintain and enforce ITIL v4-aligned incident, request, and problem management processes .
• Monitor call/chat/email queue metrics , abandonment rates, first response/resolution times, and ticket closure rates to ensure compliance with performance thresholds.
• Coordinate with the Program Manager (PM) , COR , and DTSC Program Office on operational priorities, escalations, and reporting.
• Manage and continuously improve omnichannel communication tools (phone, chat, email, self-service portal) for efficiency and user satisfaction.
• Conduct daily stand-ups for situational awareness, weekly performance reviews , and monthly PMRs summarizing service delivery metrics, root cause analyses, and improvement actions.
• Develop and maintain Standard Operating Procedures (SOPs) , runbooks, and contingency plans in accordance with contract requirements.
• Provide mentorship, coaching, and skills development for help desk personnel, ensuring adherence to TCI’s quality standards and DoD customer engagement protocols.
• Ensure compliance with DFARS 252.204-7012 , NIST SP 800-53 , and Section 508 accessibility requirements.
• Serve as the operational liaison for Tier I escalations to Tier II and coordinate resolution with PMOs and the DP3 Customer Service Center (CSC).

Required Qualifications

• Security+ CE
• Active DoD SECRET clearance (or Interim SECRET with ability to maintain).
• Bachelor’s degree in Information Systems, Computer Science, or a related discipline (experience may be substituted).
• 8+ years of IT service desk management experience , including 3+ years in a DoD or federal government environment .
• HDI-Support Center Manager (HDI-SCM) or HDI-Help Desk Manager (HDI-HDM) certification (required).
• Demonstrated experience managing 24×7 global help desk operations with omnichannel communication (phone, chat, email, self-service).
• Proven record managing teams using ServiceNow or equivalent ITSM platforms for ticket management, reporting, and automation.
• Working knowledge of ITIL v4 , CMMI Level 3 , and ISO/IEC 20000-1 standards.
• Strong analytical and reporting skills with expertise in tracking KPIs, SLAs, and customer satisfaction metrics.
• Excellent written, verbal, and interpersonal communication skills, including briefing senior government stakeholders.

Preferred Qualifications

• ITIL v4 Foundation or Practitioner certification.
• Experience supporting USTRANSCOM, DoD logistics, or transportation systems (DPS, MilMove, eTOPS).
• Experience developing and maintaining Knowledge Bases (KBs) and implementing Continuous Service Improvement (CSI) initiatives.
• Familiarity with DFARS/CMMC , DoD network environments , and NIPRNet operations .
• Experience with ServiceNow workflow configuration, dashboards, and reporting automation .

Key Attributes

• Mission-driven leader with a focus on reliability, precision, and customer satisfaction.
• Highly organized, able to balance operational priorities with long-term improvement initiatives.
• Skilled mentor committed to building and empowering high-performing technical teams.
• Collaborative communicator with strong problem-solving and decision-making abilities.

Xenith Solutions LLC is a Service-Disabled Veteran-Owned Small Business founded in 2019. We provide comprehensive, timely and relevant Solutions and Business Consulting support to our customers as a key partner. Our leadership brings over a century of combined experience in Defense and Civilian markets. Our employees possess experience in all aspects of solution development from requirements creation, development, test and evaluation, fielding, and sustainment. At the core of our offerings, we provide strategy and technology solutions, giving our customers valuable insights and thought leadership on the best application of information technology to drive business objectives.

Xenith focuses on solving complex business challenges facing our customers. Our “Success Through Achievement” work ethic means our customer receive quality solutions through our commitment. We pride ourselves on tackling some of the most difficult operational requirements our customers have – ensuring an appropriate match between the mission requirements, financials, schedule, and security.

EEO

Xenith Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws.

EEO IS THE LAW

If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact Xenith Solutions.

E-Verify

As a Federal Contractor, Xenith Solutions is required to participate in the E-Verify Program to confirm eligibility to work in the United States.

Affirmative Action Plan
As a federal government contractor and based on Executive Orders and applicable laws and regulations, Xenith Solutions develops and maintains annual written Affirmative Action Plans and endeavors to hire and advance qualified minorities, females, individuals with disabilities, and protected veterans.