IT Help Desk Manager

Job Summary

Leading a team of help desk professionals, the full-time IT Help Desk Manager will oversee IT support operations for a federal government contract, ensuring exceptional customer service and effective troubleshooting of technical issues in a remote environment.

Key responsibilities

• Supervise and mentor IT help desk technicians, fostering a collaborative team culture while managing performance and training
• Oversee daily help desk activities, ensuring timely resolution of incidents and maintaining high customer satisfaction
• Ensure compliance with federal regulations and cybersecurity policies while conducting audits and risk assessments

Required qualifications

• Bachelor's Degree in computer science, information technology, or business administration
• 5 to 8 years of experience in IT support or help desk roles, including 2-3 years in a management position
• Certifications such as ITIL, CompTIA A+, or Certified Help Desk Manager (CHDM) are preferred
• In-depth knowledge of IT systems, infrastructure, and government compliance standards
• Strong leadership abilities and effective communication skills with stakeholders and team members