FedWriters, Inc.

Help Desk Manager

Location US-VA-Alexandria
ID 2025-1746
Category
Information Technology

Overview

FedWriters is seeking a Help Desk Manager to support the Graduate Research Fellowship Program (GRFP) operations at NIST. As the Help Desk Manager, you will oversee the technical support function for this large-scale program that represents a significant portion of the agency's annual award actions. You will manage the helpdesk team, optimize service delivery processes, and ensure exceptional technical support to program participants including grant recipients and academic stakeholders. Your ServiceNow expertise will be critical in streamlining support operations and maintaining high service levels.

 

FedWriters is expanding rapidly and has been recognized as a 2024 Top Workplace by Washington Post, offering excellent growth opportunities in a collaborative environment.

 

This position is contingent upon contract award.

 

 

Work Schedule and Location:

Remote: This full-time remote position will work Monday through Friday from 8am to 5pm.  Will need to occasionally attend meetings at the NSF headquarters in Alexandria, VA. 

Responsibilities

  • Manage the helpdesk operations supporting the Graduate Research Fellowship Program (GRFP)
  • Lead the technical support team, including training, mentoring, and performance management
  • Implement and optimize ServiceNow for ticket management, reporting, and service delivery
  • Ensure exceptional customer service to all program participants and stakeholders
  • Coordinate with large numbers of public stakeholders, including grant recipients and association members
  • Develop and maintain support documentation, knowledge bases, and self-service resources
  • Monitor support metrics and prepare regular performance reports
  • Respond to NSF inquiries and requests within the same business day
  • Work collaboratively with NSF program directors, staff, and IT support on an ongoing basis
  • Communicate effectively with academic individuals such as science faculty and students
  • Support implementation of Section 508 accessibility requirements in helpdesk operations
  • Continuously improve support processes and procedures to enhance efficiency and user satisfaction
  • Additional roles and responsibilities shall be determined by the Contractor

Qualifications

Required Qualifications:

  • Bachelor's degree in information technology, computer science, business administration or related field, or equivalent experience
  • 3+ years of experience in ServiceNow platform
  • Experience dealing with large numbers of the public, such as grant recipients or association members
  • Strong knowledge of IT service management principles and best practices
  • Demonstrated leadership and team management abilities
  • Excellent communication and customer service skills
  • Ability to communicate effectively with academic individuals including science faculty and students
  • Familiarity with Section 508 accessibility technical provisions for support systems
  • Experience coordinating with government agency staff and responding promptly to requests

Preferred Qualifications:

  • ServiceNow certifications (Administrator, Implementation Specialist, or equivalent)
  • Experience managing helpdesks for educational or scientific programs
  • ITIL certification or knowledge of ITIL framework
  • Experience with federal program support operations
  • Knowledge of federal IT compliance requirements
  • Background in supporting systems used in academic or grant management environments
  • Experience implementing customer service improvement initiatives

 

 

FedWriters is an Equal Opportunity Employer, including disability/vets. 

Why Join Our Team

At FedWriters, we place the highest importance on creating an exceptional employee experience. As part of our rapidly growing company, you'll have opportunities to achieve your career aspirations through internal promotions, professional development, and other recognition and rewards programs. Join our team and take advantage of the many benefits we offer, including:

  • Health Insurance
  • Dental Insurance
  • Vision Insurance
  • Long-term and Short-term Disability Insurance
  • Life Insurance
  • 401(k) Plan
  • Holiday Pay
  • Paid Time Off
 

Pay Range (Compensation will be determined based on the candidate's skills, qualifications, experience, and other relevant factors)

$ 0.00 - $ 0.00 /Yr.

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