Help Desk Manager

Job Summary

Managing enterprise Service Desk and End User Support operations, the full-time remote Help Desk Manager will ensure high-quality technical support services, lead a team of support personnel, and oversee daily operations to meet organizational objectives and Service Level Agreements (SLAs).

Key responsibilities

• Direct and manage daily operations of the Help Desk and End User Support organization
• Lead a team providing Tier I and Tier II support while serving as the senior escalation point for complex issues
• Establish operational goals and ensure compliance with Service Level Agreements (SLAs) and performance metrics

Required qualifications

• High school Diploma/GED
• 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