Help Desk Manager

Location: Remote

Salary: $75,000–$105,000 per year

Company

Provides enterprise IT service desk and end-user support operations.

What you will do

• Direct daily operations for an enterprise Help Desk and End User Support organization.
• Lead Help Desk Supervisors, Team Leads, and Service Desk Analysts delivering Tier I and Tier II support.
• Set operational goals, customer service standards, staffing plans, work schedules, and resource allocation strategies.
• Oversee Incident Management, Request Fulfillment, Problem Management, Knowledge Management, and Service Request processes.
• Monitor ticket queues, workload distribution, SLAs, OLAs, and performance metrics.
• Lead major incident response, coordinate communications during service disruptions, and implement service improvements.

Requirements

• Active Public Trust clearance.
• DoD 8570 Information Assurance Technical Level II (IAT Level II) certification.
• High school diploma or GED.
• 6–8 years of progressive experience in IT Service Desk, Help Desk, or End User Support.
• Experience leading enterprise support teams serving 1,000 or more users.
• Experience managing SLAs and operational performance metrics.

Nice to have

• Bachelor’s degree.
• Active DoD clearance.
• Experience supporting federal government agencies, including DHS or USCIS.
• Experience managing geographically dispersed Service Desk teams.
• Experience supporting 24x7 enterprise IT operations.

Culture & Benefits

• Remote work arrangement.
• Responsibility for continuous improvement of enterprise IT support services.
• Work involving service quality, customer satisfaction, and operational performance.