Help Desk Manager

TL;DR

Help Desk Manager (IT Support): Managing enterprise Service Desk and End User Support operations with an accent on SLA compliance and high-quality technical support. Focus on leading Tier I and II support teams, optimizing incident management processes, and coordinating major incident responses for federal government environments.

Location: Remote (Must have Public Trust clearance and be based in the US)

Salary: $75,000 – $105,000

Company

hirify.global is an SBA certified SDVOSB delivering cybersecurity, development, and IT infrastructure services to the US federal government.

What you will do

• Direct daily operations of the enterprise Help Desk and End User Support organization.
• Lead a team of Supervisors, Team Leads, and Service Desk Analysts providing Tier I and Tier II support.
• Establish operational goals, performance objectives, and customer service standards to ensure SLA compliance.
• Oversee Incident Management, Request Fulfillment, Problem Management, and Knowledge Management processes.
• Analyze service trends to increase first-call resolution and improve customer satisfaction.
• Lead Major Incident response activities and coordinate communications during service disruptions.

Requirements

• Required: Public Trust clearance.
• Required: DoD 8570 Information Assurance Technical Level II (IAT Level II) Certification.
• 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.
• High school diploma or GED.

Nice to have

• Bachelor’s Degree.
• Experience supporting Federal Government agencies, particularly DHS or USCIS.
• Experience managing geographically dispersed Service Desk teams.
• Experience supporting 24x7 enterprise IT operations.

Culture & Benefits

• Competitive 401k with matching and vesting schedule.
• Comprehensive medical, dental, and vision insurance with generous employer contributions.
• Paid Time Off and eleven Federal Holidays.
• Parental Leave and continuing education assistance.
• Wellness benefits including Calm Health app and WellHub gym subsidy.
• Additional coverage: Life, AD&D, and Pet Insurance.