Help Desk Manager
Job Summary
Responsible for managing enterprise Service Desk and End User Support operations, the full-time remote Help Desk Manager will oversee daily operations, lead a team, and ensure the delivery of high-quality technical support services in alignment with 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 customer service issues
- Establish operational goals and ensure compliance with SLAs and OLAs while analyzing service trends for continuous improvement
Required qualifications
- 6-8 years of progressive experience in IT Service Desk, Help Desk, or End User Support
- Active Public Trust clearance
- DoD 8570 Information Assurance Technical Level II (IAT Level II) Certification
- Experience leading teams supporting enterprise environments with 1,000+ users
- Demonstrated experience managing Service Level Agreements (SLAs) and operational performance metrics
Complete Job Description
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