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Maintenance Manager
Heatherwood
Moriches, NY
- $70,000 to $90,000 USD / year
· Assign, coordinate, and monitor maintenance tasks while providing hands-on support as needed
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Maintenance Mechanic
USA 3M Company
KY
- $37.15 USD / hour
…company that you choose to work for, and its leaders, will support and guide you. With global locations, technologies and products, 3M is a place where you can collaborate with other…
Added 2 mins ago
Senior Field Technical Specialist
Go RH
Indianapolis, IN
TRANSTEX is a North American cleantech leader engineering innovative fleet efficiency solutions. Through our DClimate line of electric auxiliary power units (eAPUs), we combine advanced…
Added 3 mins ago
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Development Program Management Associate I - Vehicles
Mattel
El Segundo, CA
- $71,000 to $82,000 USD / year
Mattel is seeking a Development Program Management Associate I to join our Product Development team at our campus in El Segundo, CA. You will help manage projects from concept through…
Added 5 mins ago
KP
Highway Technician Assistant II
Kentucky Personnel Cabinet
Covington, KY
- $19.75 to $23.15 USD / hour
Graduate of a college or university with an associate's degree in engineering technology, construction management, engineering science, engineering mechanics, geology, earth science,…
Added 6 mins ago
Power Engineering Technologist II - CC
Fort Mill, SC
This position is the second level within the Power Engineering Technologist classification and reports directly to Operational Leadership. Building on the foundational skills developed in…
Added 7 mins ago
Associate Business Analyst - Resource Planning
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Milwaukee, WI
The Associate Business Analyst - Resource Planning position is responsible for providing business analysis and technical support for the Customer Services Meter to Bill Team across multiple…
Added 9 mins ago
Plumbing Designer/Drafter - Buildings Government Services
Stantec
Glen Allen, VA · Albany, NY · Richmond, VA
Develop construction documentation under supervision of assigned Plumbing engineering, design, and BIM staff utilizing primarily Revit MEP.
Added 10 mins ago
Process Operator - Level 2
Swagelok Company
Highland Heights
At this level the associate has demonstrated proficiency at work with limited help while maintaining performance objectives on standard work processes. This includes recognition of routine…
Added 10 mins ago
Process Operator - Level 2
Swagelok Company
Highland Heights
At this level the associate has demonstrated proficiency at work with limited help while maintaining performance objectives on standard work processes. This includes recognition of routine…
Added 10 mins ago
Process Operator - Level 2
Swagelok Company
Highland Heights
At this level the associate has demonstrated proficiency at work with limited help while maintaining performance objectives on standard work processes. This includes recognition of routine…
Added 10 mins ago
Process Operator - Level 2
Swagelok Company
Highland Heights
At this level the associate has demonstrated proficiency at work with limited help while maintaining performance objectives on standard work processes. This includes recognition of routine…
Added 10 mins ago
Process Operator - Level 2
Swagelok Company
Highland Heights
At this level the associate has demonstrated proficiency at work with limited help while maintaining performance objectives on standard work processes. This includes recognition of routine…
Added 10 mins ago
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Kitting Associate
Precipart
Farmingdale, NY
- $19 to $21 USD / hour
Precipart, an Allyntra brand, located in Farmingdale, NY, is looking to hire a Kitting Associate to prepare prepares components, and supplies needed for assembly. In this role, you will use…
Added 10 mins ago
MA
Software Engineer - Financial Crimes
Manufacturers and Traders Trust Co
Buffalo, NY
- $80,900 to $134,800 USD / year
Full stack development/engineering opportunity to enhance and provide ongoing support of critical, in-house, Financial Crimes applications.
Added 11 mins ago
Production Supervisor
CTDI
Memphis, TN
CTDI is a large-scale Engineering, Repair, and Logistics company that services the country’s largest wireless telecommunications providers, as well as the largest High-speed Internet &…
Added 12 mins ago
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Overnight Veterinary Assistants and Veterinary Technicians, Emergency and Critical Care - Shreiber School of Veterinary Medicine of Rowan University
Rowan HR
Glassboro, NJ
- $20.57 to $39.38 USD / hour
These positions will support the clinical services in the veterinary teaching hospital treating patients and educating students. Selected candidates will be able to:
Added 13 mins ago
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High Voltage Engineering Test Technician
Actalent
Yaphank, NY
- $30 to $38 USD / hour
…| OnsiteAbout the OpportunityWe are seeking an experienced Engineering Test Technician to join a growing engineering and manufacturing organization specializing in advanced electronic…
Added 13 mins ago
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Engineering Technician
Actalent
Stamford, CT
- $60,000 to $65,000 USD / year
Provide technical support over the phone to troubleshoot equipment issues.
Added 13 mins ago
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R&D Engineering Technician
Actalent
Hopewell Junction, NY
- $21 to $23 USD / hour
…semiconductor and technology industries is seeking an R&D Technician / Engineering Technician to join its team. This is an excellent opportunity for someone with assembly, testing,…
Added 13 mins ago
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Mechanical Design Engineer
Actalent
Amsterdam, NY
- $36.06 to $38.46 USD / hour
We are seeking a Mechanical Design Engineer to join a growing engineering team supporting critical power generation equipment used in industrial, utility, and power plant environments. This…
Added 14 mins ago
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JANITOR (FULL TIME)
Compass Group
GAFFNEY, SC
- $17.75 USD / hour
- Full-time
…includes Environment, Health & Safety, Facilities Maintenance & Engineering, Sustainability, Janitorial & Industrial Cleaning, Laboratory Support and Workplace solutions. This…
Added 14 mins ago
CG
FLOOR TECHNICIAN (FULL TIME)
Compass Group
BESSEMER, AL
- $18 to $20 USD / hour
- Full-time
…includes Environment, Health & Safety, Facilities Maintenance & Engineering, Sustainability, Janitorial & Industrial Cleaning, Laboratory Support and Workplace solutions. This…
Added 14 mins ago
Director of Technology Delivery – Institutional Solutions
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NE
Identify and evaluate emerging technologies, including AI, automation and modern engineering capabilities, that can improve business outcomes, associate productivity or technology delivery.
Added 15 mins ago
Help Desk Operations Manager
Kinetic Infrastructure Group Website
Huntsville, AL
…business entities: Magnolia River Services (MRS), SGC Power Engineering, Surview Field Services (SFS), and Storti Quality Services (SQS). The IT department supports approximately 1,000…

Kinetic Infrastructure Group Website

Help Desk Operations Manager

Huntsville, AL, United States

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Job details

Posting language: English
Posted: Nov 9, 2026

Original job description

Kinetic Infrastructure Group – Help Desk Operations Manager

Compensation: Based on experience

Location: Huntsville, AL & Hartselle, AL (this role will be on-site and will work out of both offices)

We are proud to be an equal opportunity employer. Military veterans, transitioning service members, and military spouses are strongly encouraged to apply.

Kinetic Infrastructure Group (KIG) is a multi-entity organization providing infrastructure services across five business entities: Magnolia River Services (MRS), SGC Power Engineering, Surview Field Services (SFS), and Storti Quality Services (SQS). The IT department supports approximately 1,000 users across multiple office locations and a distributed field workforce.

KIG maintains ISO 27001 certification and operates in a Microsoft 365 environment with Fresh Service as its IT Service Management (ITSM) platform. The IT department has invested in an automation platform that handles ticket triage, SLA monitoring, asset management, and performance reporting - reducing manual workload and providing real-time operational visibility.

The Help Desk Operations Manager leads the daily operations of the IT help desk, ensuring timely and effective technical support for all employees. This role is responsible for ticket workflow management, SLA compliance, team scheduling, performance management, asset lifecycle coordination, and new hire onboarding readiness.

Duties and Responsibilities:

Conduct 1-on-1s, performance reviews, and career development discussions.
Lead hiring, disciplinary actions, and help desk team structure.
Establish and enforce standards for ticket quality, SLAs, documentation, and customer service.
Foster a culture of accountability, collaboration, and continuous improvement.
Manage help desk staffing, including business-hours coverage and on-call rotations.
Oversee ticket operations, ensuring timely response, resolution, workload balance, and escalation management.
Monitor and address ticket trends, bottlenecks, aging issues, and recurring problems.
Ensure tickets are properly categorized, documented, resolved, and confirmed with end users.
Produce and present operational metrics, SLA performance, and trend reports for IT leadership.
Manage the full ticket lifecycle from intake through customer satisfaction.
Coordinate onboarding and offboarding activities, including accounts, access, and hardware management.
Partner with the IT Inventory Specialist to maintain accurate asset and CMDB records.
Maintain the IT knowledge base and develop standard operating procedures.
Leverage reporting and automation tools to monitor performance and drive process improvements.
Identify opportunities to reduce ticket volume through training, self-service, automation, and user education.
Manage technical training and skill development for help desk staff.
Collaborate with Cyber Security, Infrastructure, HR, and business leaders on initiatives impacting end-user services.
Represent the help desk in IT planning, capacity management, and service improvement discussions.
Support IT aspects of acquisitions, divestitures, tenant migrations, and other organizational transitions.

Knowledge, Skills, and Abilities:

Demonstrated proficiency with ITSM platforms (Fresh Service, ServiceNow, Jira Service Management, or equivalent).
Strong understanding of ITIL fundamentals - incident management, request fulfillment, SLA management, and knowledge management.
Thorough understanding of SLA compliance and using ticket data to drive operational decisions.
Familiarity with endpoint management tools (Automox, CrowdStrike, or similar MDM/EDR platforms).
Proficiency with Microsoft 365 administration (Azure AD/Entra ID, Exchange Online, Teams, Intune).
Proficiency with Active Directory, group policy, and hybrid identity environments.
Excellent customer service skills.
Strong interpersonal and communication (oral and written) skills and ability to effectively communicate with teams across the entire organization.
Excellent leadership and decision-making skills
Proven ability to manage performance, have difficult conversations, and hold a team accountable to measurable standards
Ability to maintain confidentiality.
Ability to perform in a detail-oriented environment with a high level of accuracy.
Ability to organize, prioritize, and perform multiple work assignments simultaneously.

Education and Experience:

Associate's degree in Information Technology, Computer Science, Information Systems, or a related field plus a minimum of five (5) years of experience working in IT operations OR an equivalent combination of education and experience.
Demonstrated experience supervising a team.
Experience supporting a multi-entity or multi-site organization (500+ users).
Experience with IT asset lifecycle management - procurement, deployment, tracking, and disposal.
ITIL Foundation certification or equivalent is preferred
Experience with ISO 27001 or SOC 2 compliance requirements is preferred.
Exposure to automation and scripting (PowerShell, basic API integrations) is preferred.
CompTIA A+, Network+, or Security+ certification is preferred.

Additional:

Must possess a valid driver’s license and clean driving record.

Physical Demands:

Duties are performed in an office environment.

Must be able to remain in a stationary position at least 50% of the time.
The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
Constantly operates a computer and other office productivity machinery
The person in this position frequently communicates with co-workers and clients. Must be able to exchange accurate information.

Disclaimer:

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time
This description reflects management’s assignment of essential functions, it does not proscribe or restrict the tasks that may be assigned
This job description is subject to change at any time.
Travel is expected to be about 20%.

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More about this job

Skills

Technical support
Microsoft 365
IT service management
Workflow
Regulatory compliance
Scheduling
Performance management
Documentation
Customer service
Collaboration
Process improvement
Leadership
Onboarding
Reporting
Cybersecurity
ServiceNow
Jira
ITIL
Mobile device management
Microsoft Azure
Microsoft Exchange
Microsoft Teams
Microsoft Active Directory
Communication skills
Decision making
Confidentiality
Computer technology
Computer science
Procurement
Microsoft PowerShell
A+
Network+
Security+
Valid driver's licence
Office equipment

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