Igniting Intelligence™
Help Desk Manager
Location
United States
Posted
2 days ago
Salary
$75K - $105K / year
Seniority
Senior
Job Description
Help Desk Manager
Evanhoe
• Direct and manage the daily operations of the enterprise Help Desk and End User Support organization. • Lead a team of Help Desk Supervisors, Team Leads, and Service Desk Analysts providing Tier I and Tier II support • Serve as the senior escalation point for complex customer service issues • Establish operational goals, performance objectives, and customer service standards • Ensure consistent delivery of high-quality technical support services across the organization • Develop staffing plans, work schedules, and resource allocation strategies to meet operational demands • Oversee Incident Management, Request Fulfillment, Problem Management, Knowledge Management, and Service Request processes • Ensure compliance with established Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) • Monitor ticket queues and workload distribution to optimize service delivery • Analyze service trends and implement improvements to increase first-call resolution and customer satisfaction • Lead Major Incident response activities and coordinate communications during service disruptions • Collaborate with Change Management teams to minimize user impact during system changes
Job Requirements
- Experience leading teams supporting enterprise environments with 1,000+ users
- Demonstrated experience managing Service Level Agreements (SLAs) and operational performance metrics
- Bachelor’s Degree
- DoD 8570 Information Assurance Technical Level II (IAT Level II) Certification required.
- Experience supporting Federal Government agencies, particularly DHS, USCIS, or other civilian agencies
- Experience managing geographically dispersed Service Desk teams
- Experience supporting 24x7 enterprise IT operations
Benefits
- 401(k) with immediate vesting
- Paid Federal Holidays
- Tuition Reimbursement
- Medical Insurance, including Vision and Dental Insurance
- Employer-Paid Short-Term and Long-Term Disability
- Employer Paid Life Insurance
- Supplemental Life Insurance
- FSA/HSA Programs
- Commuter Benefits Program
- Adoption Assistance Program
- Employee Assistance Program (EAP)
- Caregiver Support Program
- Health Advocacy Program
- Financial Wellbeing Support
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