Helpdesk Manager

Help Desk Manager Location: Fully Remote (must be able to work in EST timezone) Clearance Required: Active Secret Clearance Salary: $170,000 +/- depending on experience Position Summary The Help Desk Manager provides strategic leadership and operational oversight for enterprise IT help desk operations supporting government and business-critical systems. This role is responsible for ensuring exceptional customer support, managing multi-tier support teams, maintaining service delivery excellence, and driving continuous improvement across the help desk function. The successful candidate will bring proven experience leading help desk operations, managing service level agreements (SLAs), developing technical support staff, and implementing best practices within a fast-paced environment. This individual will serve as a key liaison between end users, technical teams, program leadership, and stakeholders to ensure reliable and efficient service delivery.

Key Responsibilities

Help Desk Leadership & Operations

• Lead and manage day-to-day help desk operations supporting enterprise IT systems and users.
• Oversee Tier 1, Tier 2, and Tier 3 support teams to ensure timely resolution of incidents and service requests.
• Establish, monitor, and maintain service level agreements (SLAs), operational metrics, and performance standards.
• Develop staffing plans, schedules, and resource allocation strategies to ensure optimal support coverage.
• Foster a high-performance, customer-focused culture emphasizing accountability, responsiveness, and service excellence.
• Manage workload distribution, escalation processes, and help desk performance reporting.

Incident & Problem Management

• Direct incident and problem management activities utilizing ITIL best practices.
• Coordinate response efforts for high-priority incidents and ensure proper escalation procedures are followed.
• Conduct root cause analysis and implement corrective actions to minimize recurring issues.
• Monitor operational trends and service metrics to identify improvement opportunities.
• Develop and maintain incident response and service restoration procedures.

Service Management & Process Improvement

• Utilize ServiceNow, JIRA Service Management, or similar platforms to manage workflows, tickets, and reporting.
• Implement process improvements and service optimization initiatives.
• Analyze performance metrics and customer satisfaction data to improve service delivery.
• Establish quality assurance standards and operational best practices.
• Identify automation opportunities to improve efficiency and reduce manual effort.

Team Development & Management

• Recruit, mentor, and develop help desk personnel.
• Conduct performance management, coaching, and career development activities.
• Create training plans and professional development programs.
• Ensure team members have the tools, resources, and guidance needed for success.
• Promote collaboration across technical and business teams.

Stakeholder Engagement

• Communicate effectively with government stakeholders, program leadership, and technical teams.
• Prepare status reports, operational metrics, and executive-level briefings.
• Serve as the escalation point for service delivery concerns and operational challenges.

Compliance & Security

• Ensure compliance with federal, organizational, and security requirements.
• Support cybersecurity initiatives and security awareness efforts.
• Maintain required clearance and comply with all security policies and procedures.

Required Qualifications (Must Have)

• Active Secret Security Clearance
• Bachelor's Degree from an accredited college or university (or equivalent experience)
• 5+ years of experience managing Help Desk Operations and Support Teams
• Demonstrated experience leading and developing Help Desk staff
• Experience creating, managing, and reporting on Service Level Agreements (SLAs)
• Strong experience managing Tier 1, Tier 2, and Tier 3 support functions
• Experience with IT Service Management (ITSM) processes and frameworks
• Strong understanding of incident management, problem management, and service delivery best practices
• Experience with ServiceNow, JIRA Service Management, or comparable ticketing platforms
• Exceptional communication, leadership, and organizational skills

Required Certifications (One or More)

• ITIL 4 Foundation or higher
• CompTIA Security+
• HDI Support Center Manager
• HDI Help Desk Manager
• Equivalent industry-recognized Help Desk / IT Service Management certification

Preferred Qualifications

• Experience supporting Department of Defense (DoD) or Federal Government environments
• Experience managing fully remote support teams
• Knowledge of cybersecurity best practices
• Experience with cloud environments such as AWS or Microsoft Azure
• Lean Six Sigma or process improvement experience
• Additional Microsoft, AWS, PMI, or technical certifications

Core Competencies

• Help Desk Operations Management
• IT Service Management (ITIL)
• Service Level Agreement (SLA) Management
• Incident and Problem Management
• Team Leadership & Staff Development
• Customer Support Excellence
• Performance Metrics & Reporting
• ServiceNow / JIRA Service Management
• Process Improvement & Automation
• Stakeholder Management
• Root Cause Analysis
• Cybersecurity Awareness
• Knowledge Management

Benefits:

• PTO
• Holiday Pay
• 401K with a 4% Match
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Group Life & AD&D
• Voluntary Life AD&D
• Short-term Disability
• Long-Term Disability
• Health Savings Account
• Flexible Spending Account (Health and Dependent)
• Critical Illness Insurance
• Accident Insurance
• Hospital Indemnity Insurance
• Employee Assistance Program (EAP) We are committed to fostering an inclusive workplace and provides equal employment opportunities (EEO) to all employees and applicants for employment. We do not employ AI tools in our decision-making processes. Regardless of race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran. ensures that all employment decisions are made in accordance with applicable federal, state, and local laws. Our commitment to non-discrimination in employment extends to every location in which our company operates.