Help Desk Manager

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

📋 Description

• Oversee help desk operations, set support priorities, and manage technical troubleshooting and escalation processes.

• Deliver advanced Tier II and Tier III technical support for intricate hardware, software, networking, and platform-related challenges.

• Identify and resolve technical incidents, outages, and system performance issues through remote troubleshooting and direct user assistance.

• Assess incident severity, complexity, and mission impact to ascertain prioritization and escalation strategies.

• Work alongside platform engineers, developers, and cybersecurity teams to address recurring issues, pinpoint root causes, and implement sustainable solutions.

• Examine system configurations, installations, and service changes to guarantee successful deployment and operational stability.

• Enhance system availability and minimize Mean Time to Repair through proactive maintenance, incident analysis, and process enhancements.

• Create and maintain troubleshooting procedures, knowledge base documentation, support tools, and operational best practices.

• Offer technical guidance, mentorship, and training to help desk staff and customers.

• Relay incident status, technical risks, resolutions, and service upgrades to customers, stakeholders, and leadership.

• Participate in continuous improvement initiatives related to support automation, incident management, and customer service delivery.

• Provide technical consultation and support for critical incidents beyond standard business hours as required.

⛳️ Requirements

• U.S. citizenship is mandatory for employment.

• All work is to be performed within the continental U.S.

• Bachelor’s degree with 2–4 years of relevant experience, Master’s degree with 0–2 years, or high school diploma with 8–10 years of applicable experience.

• Proven experience in technical support, help desk operations, IT service management, or related areas.

• Experience in coordinating technical support teams, managing incident priorities, and supervising escalation processes.

• Advanced troubleshooting capabilities across computer hardware, operating systems, enterprise applications, and networking technologies.

• Experience providing Tier II and Tier III technical support for complex systems and production environments.

• Strong knowledge of incident management, root-cause analysis, problem management, and service reliability methodologies.

• Familiarity with ticketing systems, knowledge management tools, and technical support documentation.

• Understanding of IT service management (ITSM) principles, service-level agreements, and continuous process enhancement.

• Ability to analyze intricate technical issues, identify effective solutions, and coordinate resolution efforts across multiple engineering teams.

• Experience supporting DoD, federal, or other regulated environments.

• Capacity to provide technical guidance and training to both technical and non-technical users.

• Secret clearance is required.

🏝️ Benefits

• Comprehensive healthcare, dental, and vision coverage fully paid.

• 401(k) plan with company matching contributions.

• Flexible PTO policy + 11 paid holidays.

• Educational and training benefits.

• Generous referral bonuses.

• Highly competitive salary.