Help Desk Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee and manage the daily functions of the enterprise Help Desk and End User Support team.

• Guide Help Desk Supervisors, Team Leads, and Service Desk Analysts in providing Tier I and Tier II assistance.

• Act as the primary escalation point for intricate customer service challenges.

• Set operational goals, performance targets, and customer service benchmarks.

• Guarantee the consistent provision of top-notch technical support services throughout the organization.

• Create staffing plans, work schedules, and strategies for resource allocation.

• Supervise Incident Management, Request Fulfillment, Problem Management, Knowledge Management, and Service Request procedures.

• Ensure adherence to Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).

• Monitor ticket queues and manage workload distribution.

• Evaluate service trends and implement enhancements to boost first-call resolution and elevate customer satisfaction.

• Lead Major Incident response efforts and coordinate communication during service outages.

• Collaborate with Change Management teams to reduce user impact during system modifications.

⛳️ Requirements

• Current Public Trust clearance.

• DoD 8570 Information Assurance Technical Level II (IAT Level II) Certification is mandatory.

• High School Diploma or GED.

• 6-8 years of progressive experience in IT Service Desk, Help Desk, or End User Support roles.

• Proven experience leading teams that support enterprise environments with over 1,000 users.

• Demonstrated ability to manage Service Level Agreements (SLAs) and operational performance metrics.

• Bachelor’s Degree is preferred.

• Active DOD clearance is preferred.

• Experience working with Federal Government agencies, especially DHS, USCIS, or other civilian agencies is preferred.

• Background in managing geographically dispersed Service Desk teams is preferred.

• Experience in supporting 24x7 enterprise IT operations is preferred.

🏝️ Benefits

• Comprehensive health, dental, and vision insurance.

• Retirement savings plan with company matching.

• Generous paid time off and holiday schedule.

• Professional development and training opportunities.

• Flexible work arrangements.