Help Desk Manager

Pingwind

Worldwide Remote

Remote

Who this role is best for

Strong fit for IT professionals with team leadership experience who manage enterprise help desk operations and ensure compliance with SLAs.

Best fit for

Candidates with 6-8 years of managing enterprise help desks and end user support teams
— “6-8 years of progressive experience in IT Service Desk, Help Desk, or End User Support.”
Individuals who have led teams in large-scale environments with 1,000+ users
— “Experience leading teams supporting enterprise environments with 1,000+ users.”
Professionals with a focus on service-level compliance and process optimization
— “Ensure compliance with established Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).”

Things to consider

Active DoD clearance is a mandatory requirement for this role
— “Active Public Trust”
The role demands a strategic mindset with responsibility for continuous service improvement
— “ensuring the continuous improvement of IT support services”

How to stand out

Highlight experience in managing geographically dispersed teams and 24x7 operations
— “Experience managing geographically dispersed Service Desk teams.”
Emphasize leadership in incident and problem management processes
— “Oversee Incident Management, Request Fulfillment, Problem Management, Knowledge Management, and Service Request processes.”
Demonstrate a track record of improving first-call resolution and customer satisfaction
— “Analyze service trends and implement improvements to increase first-call resolution and customer satisfaction.”

Pace · Fast PacedCollaboration · HighAutonomy · MediumDecision Impact · Team

Derived from job-description analysis by Serendipath's career intelligence engine.

What success looks like

direct and manage the daily operations of the enterprise Help Desk and End User Support organization
ensure compliance with established Service Level Agreements (SLAs) and Operational Level Agreements (OLAs)

Typical background

6-8 years of progressive experience in IT Service Desk, Help Desk, or End User Support

Skills & requirements

Required

Managing Service Level Agreements (slas)Overseeing Incident ManagementLeading Major Incident Response Activities

Preferred

Experience Supporting Federal Government AgenciesExperience Managing Geographically Dispersed Service Desk Teams

Stack & domain

IT Service DeskHelp DeskEnd User SupportIncident ManagementRequest FulfillmentProblem ManagementKnowledge ManagementService RequestService Level AgreementsOperational Level AgreementsTicket QueuesWorkload DistributionFirst Call ResolutionCustomer SatisfactionMajor Incident ResponseChange ManagementSystem ChangesLeadershipCommunicationDod 8570 Information Assurance Technical Level II (IAT Level II)FinanceHealthcare

About the role

Original posting from Pingwind via Lever

Location: Remote
Required Clearance: Active Public Trust
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.
Position Description
Evanhoe is seeking a Help Desk Manager who is responsible for managing enterprise Service Desk and End User Support operations, ensuring the delivery of high-quality technical support services that meet organizational objectives and Service Level Agreements (SLAs). This position provides strategic leadership for Help Desk personnel, oversees daily operations, develops support processes, manages customer service initiatives, and ensures the continuous improvement of IT support services.
Primary Responsibilities
Typical Responsibilities/Tasks:
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.
Required Qualifications
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.
Desired Qualifications
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.
Salary Range: $75K - 105K
The pay range for this job is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) job responsibilities, education, certifications, experience, as well as internal equity mapping and alignment with market data, or other applicable laws.
Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

Source: Pingwind careers (Lever)