IT Help Desk Manager

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

📋 Description

• Supervise, mentor, and lead a team of IT help desk technicians.

• Create training materials and deliver ongoing training to staff members.

• Conduct performance evaluations and provide constructive feedback for continuous enhancement.

• Cultivate a collaborative and solution-focused team environment.

• Manage daily operations of the IT help desk, including ticketing systems, troubleshooting, and escalation of complex issues.

• Ensure prompt and accurate resolution of incidents and service requests in alignment with SLAs.

• Provide hands-on assistance for end-user hardware and software problems.

• Support federal IT systems, encompassing desktops, servers, networks, and other technologies.

• Collaborate with vendors, contractors, and internal teams to address complex technical challenges.

• Ensure compliance with federal regulations, cybersecurity policies, privacy standards, and operational security protocols.

• Perform audits and risk assessments to ensure federal IT compliance.

• Work with cybersecurity teams to manage vulnerabilities and uphold a secure IT infrastructure.

• Develop and sustain help desk performance reports.

• Analyze performance metrics and implement process enhancements.

• Stay abreast of emerging technologies and industry trends, integrating them into IT operations as needed.

⛳️ Requirements

• A Bachelor’s Degree in a relevant field (such as computer science, information technology, or business administration) is typically required.

• 5 to 8 years of experience in IT support or help desk roles.

• A minimum of 2-3 years managing a team of help desk technicians, including hiring, training, and conducting performance evaluations.

• Certifications such as ITIL, CompTIA A+, or Certified Help Desk Manager (CHDM) are advantageous.

• Comprehensive knowledge of IT systems, infrastructure, and software development.

• Familiarity with government regulations, compliance, and security standards (e.g., NIST).

• Strong leadership skills to guide teams, resolve conflicts, and make strategic decisions.

• Effective communication with stakeholders, team members, and senior management.

• Skills in budgeting and financial oversight to effectively manage the contract.

• Ability to efficiently allocate resources and track expenses.

• Must be a U.S. Citizen.

• Selected applicants may be subject to a government security investigation and must meet eligibility requirements for access to classified information.

🏝️ Benefits

• Virtual health visits.

• Commuter perks.

• Pet insurance.

• Entertainment discounts.

• Annual performance reviews.

• Tuition assistance.

• Internal career growth opportunities.

• Generous 401(k) matching.

• Life insurance.

• Disability insurance.

• Financial wellness tools.

• Annual awards.

• Service anniversaries.

• Referral bonuses.

• Peer-to-peer recognition.

• Healthcare coverage.

• Wellness programs.

• Flu shots.

• Biometric screenings.