Helpdesk Manager with Security Clearance

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.
• No source-specific degree, certification, or years-of-experience requirement is provided for Helpdesk Manager in the source package.

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.