Helpdesk Team Manager

Job Summary

Leading a dedicated team of IT support professionals, the full-time remote Helpdesk Team Manager will oversee daily operations, ensuring efficient incident management and adherence to federal service level agreements while driving continuous improvement and user satisfaction.

Key responsibilities:

• Direct and manage Tier 2 and Tier 3 Help Desk technicians to ensure rapid response and resolution of IT incidents
• Oversee the incident lifecycle using ITSM tools like Jira, ensuring compliance with SLAs and performance metrics
• Develop and present incident management reports and trend analyses to stakeholders for proactive service improvements

Required qualifications:

• 7+ years of experience in IT Service Management or incident management
• 1+ years of supervisory experience leading an IT Help Desk or Service Desk team
• Deep expertise in ITIL framework principles, including Incident and Problem Management
• Hands-on experience with ITSM ticketing tools, preferably Jira
• Proven ability to manage complex SLAs and generate actionable performance metrics