Digital Support Manager

Overview 
The Digital Support Manager will oversee all aspects of helpdesk support for the National Cancer Institute (NCI), The Division of Cancer Control and population Sciences (DCCPS). This position will manage the helpdesk team. The role requires a strategic, detail-oriented professional who can balance technical rigor with stakeholder engagement to ensure high-quality support. 

The successful candidate will have a broad knowledge of DCCPS and help desk management.  The Digital Support Manager will report to a divisional lead for supervision and assignments. 

Position will be onsite embedded in the client site or hybrid. 

Digital Support Manager responsibilities include: 

• Supporting the operations of the DCCPS Help Desk and User Support. 

• Providing Help Desk support to end users of DCCPS 

• Identifying, triaging, and resolving or escalating IT problems to the appropriate person(s) or team. 

• Managing routine requests, like password reset and account creation, following Standard Operation Procedures and performing the task. 

• Working with stakeholders, product managers and other development teams to:   

• Support minor front-end configuration changes. 

• Perform requirements gathering, design, prototyping, testing, training, deployment and post-deployment support.   

• Helping to prioritize the backlog of user stories for front-end configuration changes and enhancement requests.  

• Managing software licenses for DCCPS. 

• Archiving all action via email or within the designated systems. 

• The contractor shall work alongside stakeholders, product managers and development teams to assist with modernization efforts by helping to roll out new solutions. The contractor shall develop training materials, schedule and conduct training, and perform administrative tasks related to the roll-out of solutions.   

• Supporting the execution of data analysis operations throughout the reporting and analysis lifecycle. 

• Fulfilling routine reports on time and answering ad hoc data inquiries within the specific due date. 

Basic Qualifications: 

• Bachelor’s degree in data science, or other social science related subject.  

• 8+ years in a help desk management role 

• 3+ years managing a team of help desk support specialists  

• Must hold current public trust  

Preferred Skills: 

• Experience working in the federal government environment, specifically NCI. 

• Prior work experience in a consulting environment.  

• Familiarity with NCI programs. 

• Experience with ticketing systems such as ServiceNow or Jira. 

• Familiarity with remote support tools and platforms. 

Professional Skills: 

• Ability to prioritize and manage multiple activities simultaneously in a fast-paced, changing environment.  

• Solid team builder and team player with proven ability to manage competing priorities, perspectives and stakeholder needs.  

• Strong analytical, problem-solving, and decision-making capabilities.  

• Ability to deal effectively with rapid change and to prioritize work quickly in response to changing needs. 

• Excellent verbal, oral, interpersonal, and written communication skills. 

• Demonstrated outstanding level of professionalism, including ability to exercise good judgment, discretion, tact, and diplomacy.  

At ICF, we are committed to ensuring a fair interview process for all candidates based on their own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) tools to generate or assist with responses during interviews (whether in-person or virtual) is not permitted. This policy is in place to maintain the integrity and authenticity of the interview process.  

However, we understand that some candidates may require accommodation that involves the use of AI. If such an accommodation is needed, candidates are instructed to contact us in advance at [email protected]. We are dedicated to providing the necessary support to ensure that all candidates have an equal opportunity to succeed.