Help Desk Manager / Project Manager

LCG Inc. is seeking a highly talented Help Desk Manager / Project Manager to oversee a team delivering IT Support Services for a federal client. The ideal candidate will manage an IT Service Desk supporting Agency Business Operations, Scientific Computing, and IT services while working collaboratively with leadership to ensure efficient service delivery.

This role requires strong project and program management capabilities, including the ability to initiate new projects, develop planning and communication documents, and deliver consistent status reporting. The candidate must demonstrate attention to detail, enforce procedures, ensure proper ticket documentation, and maintain high customer satisfaction within strict service level agreement (SLA) timelines.

The ideal candidate will also lead day-to-day contract and project activities across multiple task areas, including scheduling meetings, briefing stakeholders, and tracking actions to closure, while keeping leadership informed of mission-impacting issues such as outages or security events.

Additionally, the candidate will serve as the primary technical escalation point for the team, demonstrating strong hands-on expertise in Active Directory (including OU structure), endpoint management tools such as JAMF and SCCM, and mobile device management platforms like Intune or MobileIron. The role requires the ability to troubleshoot complex issues independently, including support for specialized clinical applications (e.g., CRISS), and limit escalation to federal staff to true process-related concerns.

Duties and Responsibilities:

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  Lead and direct a team of desktop support technicians and engineers, including daily task management, scheduling, mentoring, and reporting.
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  Maintain strong communication with customers and stakeholders to ensure high levels of satisfaction.
  
• Monitor trends and implement improvements to enhance service delivery and customer experience.
• Manage Service Desk queues, ticket triage, and ensure full coverage during core business hours.
• Collaborate with Infrastructure and Security teams to implement endpoint and system changes.
• Provide leadership as an escalation point for technical issues, ensuring the team resolves problems efficiently before involving federal stakeholders.
• Provide service desk leadership and staffing coordination by aligning personnel coverage with demand, maintaining staffing plans, and ensuring defined management processes, policies, and procedures are followed.
• Produce and deliver weekly/monthly operational reports, including metrics, charts, and trend analysis, to evaluate incident patterns, risks, SLA compliance, and opportunities for continual service improvement.
• Leverage ServiceNow reporting and analytics to monitor technician performance, ticket quality, and overall service delivery, and take corrective actions as needed.
• Oversee IT Service Management (ITSM) operations within ServiceNow, including ticket triage, assignment, documentation, escalation management, and adherence to incident/request lifecycle processes and SLAs.
• Coordinate major incidents, including parent/child ticket structures, stakeholder communications, and timely escalation to federal leadership when required.
• Review technician tickets regularly, enforce documentation standards, and ensure focus on priority tasks and deliverables.
• Oversee Active Directory administration, including user accounts, distribution lists, and security groups.
• Provide email support for MS Outlook, including PKI encryption and profile configurations.
• Manage Windows security configurations, software installations, upgrades, and patching.
• Ensure endpoint protection through antivirus updates and network security practices.
• Support Windows, MS Office, and custom applications.
• Support clinical and specialized applications and ensure the team is equipped to troubleshoot both standard and mission-specific tools.
• Develop and maintain SOPs, workflows, training materials, and knowledge documentation, ensuring staff adherence to standardized processes and quality controls.
• Develop and adapt processes in alignment with NIH policies and evolving organizational requirements, while promoting continuous improvement through stakeholder collaboration.
• Implement quality control (QC) and quality assurance (QA) processes, including checklists, peer reviews, and data protection practices to ensure continuity of operations.
• Understand and navigate the federal environment with diplomacy, building relationships across stakeholders, managing competing priorities, and driving progress without taking sides.
• Oversee asset and lifecycle management, including maintaining accurate inventory systems, supporting procurement, managing device deployment logistics, and coordinating loaner equipment programs.
• Provide end-user support across Windows and macOS environments, including deskside and remote troubleshooting, network/VPN connectivity, peripherals, and conferencing tools.
• Ensure compliance with Client security policies, including encryption, vulnerability remediation timelines, and coordination with IT security teams for incident response.
• Lead and participate in meetings across multiple teams, effectively guiding discussions, keeping conversations on track, and ensuring actionable outcomes and next steps are clearly defined.

Requirements:

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  Bachelor's degree from an accredited institute, (preferably in Mathematics, Information Technology, Computer Science, Engineering, Business Administration, or Project Management).

  
  
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  Minimum five 5 years' experience in a management role.

  
  
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  ITSM experience, be able to run reports.

  
  
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  Proven ability to manage teams, resolve issues, and ensure customer satisfaction.
• Experience with project management tools such as MS Project or similar.
• Strong analytical, communication, and time management skills.
• Experience developing training materials and delivering user training.
• Experience managing IT projects such as OS upgrades, tech refresh, and encryption rollouts.
• Ability to manage multiple projects simultaneously in an IT support environment.
• Strong documentation and presentation skills using collaboration tools.
• Demonstrated experience managing SLA/AQL-driven service operations, ensuring timely ticket response, updates, resolution, and escalation when required.
• Strong understanding of NIH processes and the ability to adapt to institute-specific procedures, while effectively communicating technical concepts to non-technical stakeholders and providing clear recommendations, roadmaps, and next steps.

Required Certifications

• CompTIA A+
• Apple Certified MacOS Technician
• ITIL 4

Nice-to-Have Qualifications:

• Experience implementing ITIL-based continual service improvement initiatives, including automation and self-service capabilities.
• Experience developing business cases for IT initiatives and supporting investment decisions.
• Strong knowledge management experience, including maintaining centralized documentation repositories and delivering user training sessions (e.g., brown bags, town halls).
• Familiarity with conference room/AV support, including Microsoft Teams and Cisco WebEx, and ability to support high-visibility events.
• Working knowledge of endpoint management tools such as Jamf Pro and macOS support environments.
• Experience supporting federal environments (NIH/HHS preferred) with strict compliance, onboarding, and security requirements.
• Experience with project tracking tools and reporting project status and estimates.
• Experience supporting mobile devices (iPhone/iPad), MDM enrollment, and secure mobile access.
• Ability to support logistics across multiple facilities, including transporting equipment when required.
• Familiarity with both Agile and Waterfall project methodologies, with the ability to manage competing priorities, attend and lead multiple meetings, and maintain alignment across teams contributing to shared objectives.

Compensation and Benefits

The projected compensation range for this position is $100,000 to $140,000 per year benchmarked in the Washington, D.C. metropolitan area. The salary range provided is a good faith estimate representative of all experience levels. Salary at LCG is determined by various factors, including but not limited to role, location, the combination of education/training, knowledge, skills, competencies, certifications, and work experience.

LCG offers a competitive, comprehensive benefits package which includes health insurance options (medical, dental, vision), life and disability insurance, retirement plan contributions, as well as paid leave, federal holidays, professional development, and lifestyle benefits.

Devoted to Fair and Inclusive Practices

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law.

If you are interested in applying for employment with LCG and need special assistance or an accommodation to apply for a posted position, contact our Human Resources department by email at hr@lcginc.com.

Securing Your Data

Beware of fraudulent job offers using LCG's name. LCG will never request payment-related details or advancement of money during the application process. Legitimate communication will only come from lcginc.com or system@hirebridgemail.com emails, not free commercial services like Gmail or WhatsApp. If you receive suspicious emails asking for payment or personal information, contact us immediately at hr@lcginc.com.

If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission.