Help Desk Manager

Job Summary

Leading the daily operations of the Help Desk, the full-time remote Help Desk Manager will oversee multi-tier support teams, manage escalations, and ensure service levels are met while providing hands-on assistance with tickets and tasks.

Key responsibilities

• Run day-to-day Help Desk operations and prioritize tasks across all tiers
• Manage and mentor Tier 1-3 Specialists, directly handling escalations and complex issues
• Monitor performance against SLA commitments and deliver regular Help Desk Status Reports

Required qualifications

• 5+ years of Help Desk or IT service management experience, with at least 2 years in a supervisory role
• Experience managing multi-tier support teams in an enterprise web content management environment
• Working knowledge of Drupal or comparable content management tools
• Experience developing and maintaining SOPs, training materials, and knowledge base content
• Ability to obtain and maintain required background investigation/clearance per client requirements