pingwind - Help Desk Manager

Remote - USA *$75k - $105k3w ago

Remote Senior NA Software Logistics Support Manager Protocol Researcher Team Management Staff Development Resource Allocation CAIA Change Management

Requirements

• Certifications: DoD 8570 Information Assurance Technical Level II (IAT Level II) Certification required. • Required Education: Highschool Diploma/GED • Required Experience: 6-8 years of progressive experience in IT Service Desk, Help Desk, or End User Support. • Requires Active Public Trust Clearance • Experience leading teams supporting enterprise environments with 1,000+ users. • Demonstrated experience managing Service Level Agreements (SLAs) and operational performance metrics. • Bachelor’s Degree • Active DOD clearance • 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. • Bachelor’s Degree

Responsibilities

• 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.