Help Desk Manager

About the Opportunity

The organization is seeking a Help Desk Manager who is responsible for managing enterprise Service Desk and End User Support operations, ensuring the delivery of high-quality technical support services that meet organizational objectives and Service Level Agreements (SLAs). This position provides strategic leadership for Help Desk personnel, oversees daily operations, develops support processes, manages customer service initiatives, and ensures the continuous improvement of IT support services.

Key Responsibilities

• Direct and manage the daily operations of the enterprise Help Desk and End User Support organization.
• Lead a team of Help Desk Supervisors, Team Leads, and Service Desk Analysts providing Tier I and Tier II support.
• Serve as the senior escalation point for complex customer service issues.
• Establish operational goals, performance objectives, and customer service standards.
• Ensure consistent delivery of high-quality technical support services across the organization.
• Develop staffing plans, work schedules, and resource allocation strategies to meet operational demands.
• Oversee Incident Management, Request Fulfillment, Problem Management, Knowledge Management, and Service Request processes.
• Ensure compliance with established Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
• Monitor ticket queues and workload distribution to optimize service delivery.
• Analyze service trends and implement improvements to increase first-call resolution and customer satisfaction.
• Collaborate with Change Management teams to minimize user impact during system changes.

Required Qualifications

• A Highschool Diploma/GED with 6-8 years of progressive experience in IT Service Desk, Help Desk, or End User Support.
• Experience leading teams supporting enterprise environments with 1,000+ users.
• Demonstrated experience managing Service Level Agreements (SLAs) and operational performance metrics.
• DoD 8570 Information Assurance Technical Level II (IAT Level II) Certification required.

Preferred Qualifications

• A Bachelor’s Degree.
• Experience supporting Federal Government agencies.
• Experience managing geographically dispersed Service Desk teams.
• Experience supporting 24x7 enterprise IT operations.

Additional Information

Location: Remote
Required Clearance: Public Trust

The hiring company is an equal opportunity employer committed to building a diverse and inclusive team.