Help Desk Manager

Role overview The Help Desk Manager leads enterprise Service Desk and end-user support operations for a large organization, ensuring high-quality technical support that meets service level objectives. This remote role combines strategic leadership with hands-on operational oversight of a multi-tier support team supporting 1,000+ users.

Responsibilities - Direct daily operations of the enterprise Help Desk and End User Support organization, including Tier I and Tier II coverage. - Manage supervisors, team leads, and analysts, serving as the senior escalation point for complex issues. - Establish operational goals, performance standards, and customer service benchmarks, while developing staffing plans and resource allocation strategies. - Oversee Incident Management, Request Fulfillment, Problem Management, Knowledge Management, and Service Request processes in line with SLAs and OLAs. - Monitor ticket queues and workload distribution, analyzing service trends to lift first-call resolution and customer satisfaction. - Lead Major Incident response and coordinate with Change Management teams to reduce user disruption.

Requirements - High school diploma or GED. - DoD 8570 Information Assurance Technical Level II (IAT Level II) certification. - Active Public Trust clearance. - 6–8 years of progressive experience in IT Service Desk, Help Desk, or End User Support. - Demonstrated experience leading teams in enterprise environments with 1,000+ users. - Proven track record with SLAs and operational performance metrics.

Nice to have - Bachelor's degree. - Active DOD clearance. - Experience supporting federal civilian agencies. - Background managing geographically dispersed Service Desk teams. - Experience running 24x7 enterprise IT operations.

Benefits and work setup - Remote position with a salary range of $75K–$105K.