Helpdesk Manager - General Team
Overview:
General Team Leads provide administrative oversight for a team of 7–8 Help Desk Analysts supporting Tier 1 inquiries from DoD travelers in a 24/7 environment. The role ensures adherence to established procedures, manages workflow standards, and applies independent judgment to maintain service quality and operational continuity.
Responsibilities:
Oversee Tier 1 support workflows across phone, chat, and e-ticket channels, ensuring alignment with policies, SOPs, and quality standards.Analyze performance metrics (FCR, handle time, quality, CSAT) and implement improvements based on trends and operational insights.Serve as the administrative escalation point for complex issues, ensuring adherence to established procedures and escalation pathways.Maintain and update SOPs and knowledge-base content based on operational patterns, policy updates, and system enhancements.Coordinate cross-functionally with other General and Specialty Leads to ensure smooth shift transitions and consistent service delivery.Provide administrative leadership for staffing, workload distribution, documentation quality, and training needs.
Qualifications:
U.S. Citizenship and active Secret clearance.Minimum 2 years of experience in a contact center, help desk, or customer service supervisory or lead role.Demonstrated ability to coach, mentor, and develop team members in a fast-paced environment.Comfort working rotating shifts, including evenings, weekends, and holidays, to support 24/7 operations.Bachelor’s degree or equivalent combination of education and experience.Strong communication skills and a commitment to delivering excellent customer service.Preferred QualificationsExperience with the Defense Travel System (DTS) or military/DoD travel support.Familiarity with ticket management systems (Oracle Service Cloud, ServiceNow, or similar).Experience with NICE CXone or similar ACD platforms.Current TAC analysts with strong performance records and leadership initiative are encouraged to apply.Prior experience on a government contract supporting DoD end users.Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this job, the employee is regularly required to talk or hear.Possess the ability to fulfill any and all office activities normally expected in an office setting, to include, but not limited to: remaining seated for periods of time to perform computer entry, participating in filing activity, lifting and carrying office supplies.The employee must occasionally lift and/or move up to fifteen (15) pounds.May require more than 40 hours per week to perform the essential duties of the position.Fine hand manipulation (keyboarding).Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.May work prolonged or irregular hours.Frequent local travel; occasional statewide or out-of-state travel.The noise level in the work environment is usually moderate.Exposure to general office conditions while conducting office duties. About Us:Edgewater Federal Solutions is a privately held government contracting firm located in Frederick, MD. The company was founded in 2002 with the vision of being highly recognized and admired for supporting customer missions through employee empowerment, exceptional services and timely delivery. Edgewater Federal Solutions is ISO 9001, 20000-1, 270001 certified, appraised at CMMI Level 3 Maturity for Development and Services, and has been named in the Top Workplaces in the Greater Washington Area Small Companies for 2018 through 2025. It has been and continues to be the policy of Edgewater Federal Solutions to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, veteran status, and/or other statuses protected by applicable law.
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General Team Leads provide administrative oversight for a team of 7–8 Help Desk Analysts supporting Tier 1 inquiries from DoD travelers in a 24/7 environment. The role ensures adherence to established procedures, manages workflow standards, and applies independent judgment to maintain service quality and operational continuity.
Responsibilities:
Oversee Tier 1 support workflows across phone, chat, and e-ticket channels, ensuring alignment with policies, SOPs, and quality standards.Analyze performance metrics (FCR, handle time, quality, CSAT) and implement improvements based on trends and operational insights.Serve as the administrative escalation point for complex issues, ensuring adherence to established procedures and escalation pathways.Maintain and update SOPs and knowledge-base content based on operational patterns, policy updates, and system enhancements.Coordinate cross-functionally with other General and Specialty Leads to ensure smooth shift transitions and consistent service delivery.Provide administrative leadership for staffing, workload distribution, documentation quality, and training needs.
Qualifications:
U.S. Citizenship and active Secret clearance.Minimum 2 years of experience in a contact center, help desk, or customer service supervisory or lead role.Demonstrated ability to coach, mentor, and develop team members in a fast-paced environment.Comfort working rotating shifts, including evenings, weekends, and holidays, to support 24/7 operations.Bachelor’s degree or equivalent combination of education and experience.Strong communication skills and a commitment to delivering excellent customer service.Preferred QualificationsExperience with the Defense Travel System (DTS) or military/DoD travel support.Familiarity with ticket management systems (Oracle Service Cloud, ServiceNow, or similar).Experience with NICE CXone or similar ACD platforms.Current TAC analysts with strong performance records and leadership initiative are encouraged to apply.Prior experience on a government contract supporting DoD end users.Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this job, the employee is regularly required to talk or hear.Possess the ability to fulfill any and all office activities normally expected in an office setting, to include, but not limited to: remaining seated for periods of time to perform computer entry, participating in filing activity, lifting and carrying office supplies.The employee must occasionally lift and/or move up to fifteen (15) pounds.May require more than 40 hours per week to perform the essential duties of the position.Fine hand manipulation (keyboarding).Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.May work prolonged or irregular hours.Frequent local travel; occasional statewide or out-of-state travel.The noise level in the work environment is usually moderate.Exposure to general office conditions while conducting office duties. About Us:Edgewater Federal Solutions is a privately held government contracting firm located in Frederick, MD. The company was founded in 2002 with the vision of being highly recognized and admired for supporting customer missions through employee empowerment, exceptional services and timely delivery. Edgewater Federal Solutions is ISO 9001, 20000-1, 270001 certified, appraised at CMMI Level 3 Maturity for Development and Services, and has been named in the Top Workplaces in the Greater Washington Area Small Companies for 2018 through 2025. It has been and continues to be the policy of Edgewater Federal Solutions to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, veteran status, and/or other statuses protected by applicable law.
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