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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Help Desk Manager - **Company:** NeevSys Inc. - **Location:** Silver Spring, MD, United States - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Java (Programming Language), Microsoft Excel, Data Analysis, JIRA, Big Data, Health Informatics, Information Systems, Data Validation, Extract Transform Load (ETL), Knowledge Management, Cisco Nexus Switches, SAS (Software), Scientific Computating, Microsoft SharePoint, Extensible Markup Language (XML), Data Processing, JMP (Statistical Software), Information Technology, Data Management, 3-tier Architectures, Servicenow, Analysis Studio - **Published:** July 31, 2026 - **Apply:** https://www.dice.com/job-detail/29fda638-0682-442f-8bf5-60d35daf56b7 ## About the Role * Bachelor's degree in Information Technology, Computer Science, Information Systems, Health Informatics, or a related field. Equivalent experience may be considered. * Seven or more years of enterprise Service Desk, Help Desk, or application-support experience. * Three or more years leading Tier 1 and Tier 2 support teams. * Strong ServiceNow experience, including incident, request, assignment, escalation, SLA, backlog, and knowledge-management functions. * Experience supporting business, clinical, scientific, regulatory, or data-intensive applications. * Strong knowledge of ITIL-based incident, request, problem, knowledge, service-level, and escalation management. * Experience managing multichannel support through phone, email, chat, remote support, and onsite assistance. * Ability to collect diagnostic information, analyze symptoms, identify business impact, and route complex issues to the appropriate technical team. * Experience developing SOPs, knowledge articles, troubleshooting guides, workflows, and operational reports. * Strong written and verbal communication skills. * Experience working with technical teams, analysts, scientists, project managers, vendors, and senior stakeholders. * Ability to work onsite at FDA White Oak in Silver Spring, Maryland, as required. * Ability to complete required Federal background investigation, suitability, PIV, security, privacy, and training requirements. * U.S. work authorization., * Previous FDA, NIH, CDC, HHS, or other Federal health experience. * Experience in pharmaceutical, biotechnology, clinical research, healthcare, or life-sciences environments. * Familiarity with clinical and nonclinical study data, including: * CDISC SDTM * SEND * ADaM * Define-XML * Controlled terminology * Study-data validation and reviewer guides Experience supporting SAS, SAS Studio, SAS Grid, JMP, or JMP Clinical. Familiarity with clinical safety analyses, such as adverse-event analysis, shift plots, Kaplan-Meier outputs, and Hy's Law screening. Experience supporting scientific computing, data-processing, analytics, inspection, or regulatory-review platforms. Experience with Jira, SharePoint, Microsoft Teams, Excel, and reporting dashboards. Knowledge-Centered Service, KCS, experience. Experience onboarding new applications or services into a production Service Desk. ITIL 4 Foundation, ServiceNow CSA, HDI, KCS, SAS, JMP, or CDISC training or certification. ## Description NeevSys is seeking an experienced Help Desk Manager to lead Tier 0, Tier 1, and Tier 2 support for the FDA Center for Drug Evaluation and Research, Office of Computational Science. The Service Desk supports scientific computing tools, clinical and nonclinical study-data platforms, analytical applications, training resources, and regulatory-review services used by FDA reviewers. This role requires more than traditional desktop support. The selected candidate will lead service desk operations, manage ServiceNow queues and SLAs, maintain ticket quality, coordinate technical escalations, support scientific applications, oversee knowledge management, and prepare the team to support new tools and services., * Lead daily Tier 0, Tier 1, and Tier 2 Service Desk operations. * Manage a team of Help Desk and application-support specialists. * Monitor ServiceNow ticket volumes, priorities, backlog, aging, assignments, escalations, response times, and resolution performance. * Review ticket documentation for accuracy, completeness, categorization, troubleshooting evidence, and appropriate routing. * Coordinate support through ServiceNow, email, Microsoft Teams, telephone, remote sessions, and onsite assistance. * Serve as the primary operational escalation point for high-priority and complex incidents. * Coordinate Tier 3 support with FDA project teams, application owners, infrastructure teams, vendors, and technical specialists. * Maintain ownership and customer communication through issue resolution and closure. * Support scientific and regulatory applications used for clinical and nonclinical study-data processing, analysis, visualization, inspection support, and reviewer services. * Lead troubleshooting of access, account, provisioning, study-data loading, application, connectivity, Java, analytical-tool, and workflow issues. * Develop and maintain SOPs, troubleshooting guides, workflows, escalation procedures, knowledge articles, known-error records, and support plans. * Apply knowledge-centered support practices to improve self-service and reduce repeat incidents. * Monitor SLAs, first-contact resolution, reopen rates, routing accuracy, backlog health, customer satisfaction, and recurring incidents. * Prepare operational dashboards, performance reports, trend analyses, and improvement recommendations. * Support the onboarding of new tools and services by defining intake procedures, support tiers, escalation paths, training needs, knowledge resources, and readiness criteria. * Train, coach, cross-train, and evaluate Service Desk staff. * Maintain coverage during leave, absences, workload surges, releases, and high-priority events. * Support FDA security, privacy, records-management, accessibility, and incident-reporting requirements. * Participate in meetings at FDA White Oak and provide onsite support when requested., The Service Desk may support applications and services such as: * Data Central * CoreDF and DataFit * Clinical and Nonclinical Services * SAS/SARGE * JMP and JMP Clinical * SEND Explorer Warehouse * Analysis Studio * Analysis Toolbox * Specialized Analysis Services * Empirica Signal * MAED * CBITE@NEXUS * OCS Connect * Scientific computing resources * Regulatory-review and inspection-support applications Direct experience with every listed platform is not required. Candidates must demonstrate the ability to learn complex scientific applications, understand the user's analytical objective, preserve scientific context during escalation, and lead structured resolution. Success Measures * SLA response and resolution performance * First-contact resolution * Accurate categorization and routing * Reduced ticket backlog and aging * Lower reopen and repeat-incident rates * Timely Tier 3 escalation and follow-up * Current SOPs and knowledge articles * Staff readiness and cross-training * Customer satisfaction * Successful onboarding of new tools and services ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Alibaba Big Data and Machine Learning Technology](https://www.wearedevelopers.com/videos/37-alibaba-big-data-and-machine-learning-technology) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [PySpark - Combining Machine Learning & Big Data](https://www.wearedevelopers.com/videos/44-pyspark-combining-machine-learning-big-data) - [Designing How Work Feels: The Science Behind Sanofi’s Workplace Experience](https://www.wearedevelopers.com/videos/1848-designing-how-work-feels-the-science-behind-sanofi-s-workplace-experience) ## Related Articles - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [A Guide to Green Tech and Green IT Careers](https://www.wearedevelopers.com/magazine/374-a-guide-to-green-tech-and-green-it-careers) - [Top 6 Hackathons for Developers in 2023](https://www.wearedevelopers.com/magazine/263-top-6-hackathons-for-developers-in-2023) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [What’s the Difference between a Junior, Mid, and Senior Developer?](https://www.wearedevelopers.com/magazine/238-what-s-the-difference-between-a-junior-mid-and-senior-developer)