HELPDESK MANAGER (ECWM)

This role serves as the senior manager responsible for comprehensive helpdesk operations supporting the Electronic Contract Writing Module (ECWM) and related DoD contracting systems. The position encompasses strategic oversight of all technical support services, including Tier I and Tier II helpdesk operations, system monitoring, incident response coordination, and performance management. The manager ensures seamless delivery of technical support services to DoD contracting professionals, program managers, and system administrators while maintaining high service level standards and continuous improvement initiatives. The role requires deep technical expertise combined with strong leadership capabilities to manage complex helpdesk operations in a Government environment with stringent security, compliance, and availability requirements. This role is essential for ensuring that technical support services effectively enable DoD contracting operations while maintaining the highest standards of service quality, security, and operational excellence in support of critical Government missions