Helpdesk Manager

Description

Quantum Sky is seeking a Helpdesk Manager to support the EEOC OCIO Enterprise Helpdesk task order. This source-limited posting is based only on the PWS, which identifies Helpdesk Manager as Key Personnel but does not provide a separate priced labor category, annual hours, degree requirement, certification requirement, or role-specific years-of-experience threshold. 

 

The role will manage and coordinate Enterprise Help Desk support for EEOC Headquarters and geographically dispersed field offices, supporting availability, performance, security, service delivery, reporting, transition, quality control, escalation, and customer satisfaction objectives within an ITIL-aligned, NIST/USGCB-aware environment. 

 

Responsibilities:

• Manage the delivery of comprehensive Enterprise Help Desk support services, including personnel, management, supervision, and resources required to perform the PWS. 
• Support end-to-end service delivery for systems administration, AV/VTC support, business analysis support, software and hardware migration services, and related IT support services as required by the PWS. 
• Maintain and achieve established customer satisfaction objectives and ensure support services for hardware, software, and related technologies are delivered within the scope of the task order. 
• Coordinate support across EEOC Headquarters, the Washington Field Office, field offices nationwide, OCIO management, the COR, and designated Government stakeholders. 
• Ensure contractor processes align with recognized industry best practices, including ITIL frameworks where such alignment is in the best interest of the Government. 
• Oversee incident and service request handling to ensure user contacts and reported issues are logged, classified, tracked, updated, escalated, resolved, reported, and closed in accordance with established procedures. 
• Oversee use of Zendesk or other Government-approved ITSM/KPI reporting mechanisms for weekly reports, monthly performance reports, metrics, trends, and Government-reviewable reporting outputs. 
• Coordinate the Program Management Plan elements required by Appendix B, including management and staffing plan, transition plan, Quality Control Plan, escalation procedures, and contingency plan. 
• Develop and maintain escalation procedures and contingency processes for Helpdesk support during unplanned Headquarters closures due to emergency conditions such as power outages or inclement weather. 
• Ensure Helpdesk SOPs, deliverables, documentation, meeting minutes, knowledge articles, and support documentation are stored, maintained, and kept current in an electronic knowledge management repository accessible to the Government. 
• Assist the Government in defining acceptable, meaningful, and measurable metrics for weekly and monthly reporting, including metrics that may support Service Level Agreements and QCP values. 
• Coordinate daily morning reporting, as applicable, identifying major incidents and security events from the prior 24 hours and issues requiring immediate Government intervention or remediation. 
• Support the operation, configuration, maintenance, and optimization of AI-enabled service management tools, virtual agents, chatbots, automated workflows, and agent-assisted technologies if used by the Government. 
• Maintain knowledge articles, SOPs, and support documentation used by AI-powered service desk tools and monitor/report effectiveness measures such as self-service resolution, automated ticket deflection, first-contact resolution, customer satisfaction, and agent productivity improvements. 
• Coordinate GFE accountability, including processes to accept, track, report, safeguard, and immediately report missing Government Furnished Equipment to the COR or other OCIO manager as appropriate. 
• Manage Key Personnel replacement controls, ensuring proposed substitutes possess qualifications equal to or superior to the person being replaced and are not substituted without written CO consent. 

Qualifications

Required:

• Bachelor’s degree in information technology, Computer Science, Information Systems, or a related field. 
• Highly qualified and experienced personnel management capability sufficient to perform all aspects of systems support required by the PWS. 
• Broad knowledge and understanding of information systems and best practices in software development and maintenance. 
• Ability to provide qualified personnel, respond rapidly and effectively to staffing requirements, bring on different personnel to meet new Work Orders, and maintain continuity of task performance. 
• Ability to coordinate with the EEOC COR, OCIO management, Contracting Officer, CSB Branch Chief, Help Desk Manager/designated EEOC management, field office coordinators, and customer stakeholders as applicable. 
• Ability to manage reports, deliverables, SOPs, quality control, escalation procedures, transition-in/transition-out planning, contingency planning, customer meeting minutes, and knowledge repositories. 
• Acceptable command of the English language. 
• Ability to ensure all personnel receive at least 40 hours per year of training in skills central to their core competencies and qualifications related to work performed for EEOC. 

Clearance: 

• Must currently possess or be able to favorably pass a full-field five-year employment background investigation prior to performing work under the contract. 
• Must have at least a Background Investigation (BI). The PWS states the process normally requires a completed SF-85P, “Questionnaire for Public Trust Positions,” and references OPM suitability standards. 

Location:

• Primary on-site work location is EEOC Headquarters, 131 M Street NE, Washington, DC 20507. Each Work Order will specify the work location. 
• On-site work is generally performed between 7:00 a.m. and 7:00 p.m. Eastern Time, Monday through Friday, excluding legal holidays and Federal Government closures, unless otherwise requested by the COR. 
• Limited travel may be required during the period of performance if approved by the COR. On-site and off-site support resources must be located within the United States. 
• Ad hoc telework may be permitted as part of on-site services if approved by the COR; telework schedules require mutual agreement and formal incorporation under the contract or bilateral modification. 

About Quantum Sky

Compensation:

• Compensation is unique to each candidate and relative to the skills and experience they bring to the position. The salary range for this position is typically between 150-200K. This does not guarantee a specific salary as compensation is based upon multiple factors such as education, experience, certifications, and other requirements, and may fall outside of the above-stated range.

Benefits:

• Highlights of our benefits include Health/Dental/Vision, 401(k) match, Paid Time Off, STD/LTD/Life Insurance, Referral Bonuses, professional development reimbursement, and parental leave.

 

The world the mission operates in is going post-quantum, contested, and machine-speed. Quantum Sky engineers the advantage across cyber, networks, software, and quantum because the mission demands dominance, not parity. We don't follow the map. We draw it. 

 

At Quantum Sky, we believe that success starts with our people. We foster a collaborative, innovative, and mission-driven environment where every team member plays a critical role in shaping the future of technology. Are you ready to join #TeamQuantumSky? 

 

Quantum Sky Engineering LLC is an Equal Opportunity Employer; all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, [sexual orientation, gender identity,] national origin, disability, status as a protected veteran, or any characteristic protected by applicable law.