IT Helpdesk Manager (San Francisco)

Marathon TS

San Francisco, CA

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JOB DETAILS

SKILLS

ADSL (Asymmetric Digital Subscriber Line), Background Investigation, Communication Skills, Computer Security, Contract Requirements, Customer Relations, Customer Support/Service, Documentation, Environmental Protection Agency (EPA), Government, Help Desk, IT Service Management (ITSM), ITIL (IT Infrastructure Library), Information Technology & Information Systems, Internet Security, Knowledge Base, Maintain Compliance, Management of Information Systems/Technology (MIS), Operational Strategy, Operations, Operations Security (OPSEC), Problem Solving Skills, Process Improvement, Project/Program Coordination, Proposal Development, Regulatory Compliance, Systems Maintenance, Technical Leadership, Technical Support, Time Management, United States Citizen, User Interface/Experience (UI/UX)

LOCATION

San Francisco, CA

POSTED

30+ days ago

Marathon TS is looking for an experienced and upbeat IT Helpdesk Manager to lead daily IT support operations for an Environmental Protection Agency (EPA) contract in San Francisco, CA. This role is perfect for someone who thrives on delivering exceptional customer service, optimizing processes, and guiding a team of technicians to consistently high performance.

**Offer is contingent upon contract award

Work location: Onsite
Clearance: Ability to successfully complete a government background investigation

Responsibilities

Lead the daily operations of the IT Helpdesk, ensuring timely, accurate, and customer-focused support across all EPA end users
Oversee ticket queues, service levels, escalations, and workload distribution to maintain strong performance and compliance with contract requirements
Serve as the primary point of contact for customer communication, leading review sessions focused on service performance, trends, and improvement opportunities
Coordinate system updates, rollouts, and integrations in collaboration with engineering, cybersecurity, and infrastructure teams
Develop and maintain Helpdesk procedures, documentation, and knowledge base resources
Manage staffing, training, and professional development for Helpdesk personnel
Monitor technical, operational, and schedule milestones to ensure alignment with contractual obligations
Identify areas for process optimization and propose improvements to enhance user experience and operational efficiency
Support proposal development, planning activities, and technology roadmap discussions when expanding services or introducing new capabilities
Ensure compliance with all EPA, federal, and ADSL policies related to IT operations, security, and reporting

Requirements

ITIL v3 Expert and/or ITIL 4 Managing Professional
10 years of experience managing IT Support Services with scope and complexity.
Proven ability to manage a technical support team in a fast-paced environment
Strong understanding of Helpdesk operations, modern ticketing systems, and IT service management (ITSM) frameworks
Excellent communication and customer-relationship skills with the ability to interface effectively with government stakeholders
Experience coordinating technical projects or system implementations
Strong problem-solving skills with the ability to balance technical, operational, and customer priorities
US citizenship to meet contract requirements and successfully complete a government issued background investigation

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Marathon TS is committed to the development of a creative, diverse and inclusive work environment. In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Marathon TS will be based on merit, qualifications, and abilities. Marathon TS does not discriminate against any person because of race, color, creed, religion, sex, national origin, disability, age or any other characteristic protected by law (referred to as "protected status ").

IT Helpdesk Manager (San Francisco)

Marathon TS

San Francisco, CA

About the Company

Marathon TS

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