Help Desk, Director

About the role

NEOGOV is a leading AI-enabled SaaS provider serving the public sector and public safety organizations nationwide. For more than 25 years, we’ve helped agencies streamline critical workforce and operational processes through an integrated, intelligent platform. This posting is for an existing vacancy. We’re looking to hire a Helpdesk Director to join our IT team and lead our helpdesk operations.

Responsibilities

• Manage and support a global team of 6 helpdesk engineers.
• Lead helpdesk operations, managing team workloads, SLA performance, and continuous process improvement.
• Identify and implement automation and AI-driven solutions to streamline helpdesk workflows and reduce manual overhead.
• Communicate with employees and provide in-person and remote support.
• Manage escalations and ensure any issues are resolved in a timely manner.
• Oversee and optimize IT systems and align technology with business goals, and drive operational efficiency.
• Manage user lifecycle processes through Active Directory and SSO platforms, ensuring secure and efficient access control.
• Work on inventory management, back-office licensing and other operational needs.

Requirements

• Customer Focused Leader. Excellent communicator with equally excellent customer service mindset.
• Driven and positive team player. Self-starter who is eager to learn new technologies and promote a culture of service.
• Natural problem solver. Believer in the value of documentation and AI.

Qualifications

• 5-7 years of experience managing a helpdesk team with extensive technical expertise and M&As.
• Excellent leadership and people management skills. Systems administration experience.
• In depth understanding and troubleshooting skills of Windows and MacOS operating systems. Experience with Mobile Device Management (MDM) specifically Desktop Central (Manage Engine).
• Strong technical skills and experience with the following: Network services (DHCP, DNS, P2P VPN, ISP, etc...), Palo Alto firewalls and network security, Google Suite Office 365, Voip (DIalpad, GoTo), Okta Single Sign-On, Jira Service Management, Zapier, Data center hardware and management, VMWare, Familiarity with Ai agents, REST APIs, and low touch automation tools. Excellent analytical and troubleshooting skills.
• Basic understanding of cloud computing (AWS preferred).
• Ability to work under pressure. Strong customer service skills.
• Bachelor's degree in a related field.

Benefits

Competitive Wages
Comprehensive Benefits package (medical, dental, vision, etc.) for full-time employees effective Day 1
Generous PTO to support work-life balance
401K Matching
12-week Paid Parental Leave
Autonomy to grow and find your career path with supportive leadership
Remote working opportunities
Inclusive and diverse work environment

NEOGOV does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, protected military status, or other non-merit factors. Our hiring process may include Artificial Intelligence (AI) screening for keywords and minimum qualifications. Recruiters review all results.