Help Desk Manager

Role overview Lead technical support operations for secure, mission-critical services, overseeing incident handling and advanced Tier II and Tier III troubleshooting across infrastructure, applications, and networks. The manager coordinates support staff with engineering and cybersecurity teams to restore service, address recurring problems, and improve support practices.

Responsibilities - Set help desk priorities and manage support workflows, incident triage, and escalations. - Troubleshoot complex hardware, operating system, application, networking, and platform issues, including outages and performance problems. - Assess severity and operational impact, coordinate resolution across technical teams, and provide support for critical incidents outside regular hours when needed. - Review configurations, installations, and service changes for production readiness and stability. - Analyze incidents and recurring issues to improve availability, shorten repair times, and identify lasting fixes. - Maintain troubleshooting guides and knowledge resources; mentor support staff and communicate incident updates and risks to stakeholders.

Requirements - Relevant experience in technical support, help desk operations, or IT service management, with a background appropriate to one of these paths: bachelor’s degree plus 2–4 years of experience, master’s degree plus 0–2 years, or high school diploma plus 8–10 years. - Experience coordinating support teams, priorities, and escalation workflows, including Tier II or Tier III support for complex production systems. - Advanced troubleshooting across hardware, operating systems, enterprise applications, and networking. - Knowledge of incident and problem management, root-cause analysis, service reliability, ticketing, documentation, IT service management, and service-level agreements. - Strong customer service, communication, organization, and technical leadership skills, including the ability to guide technical and non-technical users. - U.S. citizenship and an active Secret clearance are required; work must be conducted within the continental United States.

Benefits and work setup Remote role, with a preference for candidates near Colorado Springs, Colorado. Travel to customer sites may reach 35%. The stated salary range is $100,000–$120,000. Benefits include health, dental, and vision coverage, a 401(k) with employer match, flexible paid time off, 11 paid holidays, and education and training support.