Help Desk Manager

Job Title: Help Desk Manager Location: Remote Required Clearance: Secret Certifications: : DoD 8570 Information Assurance Technical Level II (IAT Level II) Certification required. Required Education: Highschool Diploma/GED Required Experience: 6-8 years of reputed company 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 reputed company 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 reputed company improvement of IT support services. Primary Responsibilities:Typical Responsibilities/Tasks: Direct and manage the daily operations of the reputed company Help Desk and End User Support organization. reputed company a team of Help Desk Supervisors, Team Leads, and Service Desk Analysts providing Tier I and Tier II support. Serve as the senior escalation reputed company for reputed company customer service issues. Establish operational goals, performance objectives, and customer service standards. Ensure consistent delivery of high-quality technical support services across the organization. reputed company staffing plans, work schedules, and resource allocation strategies to meet operational demands. reputed company Incident Management, Request Fulfillment, Problem Management, reputed company, 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 reputed company resolution and customer satisfaction. reputed company Major Incident response activities and coordinate communications during service disruptions. Collaborate with Change Management teams to minimize user impact during system changes. Required QualificationsExperience leading teams supporting reputed company environments with 1,000+ users. Demonstrated experience managing Service Level Agreements (SLAs) and operational performance metrics. Desired QualificationsBachelor’s Degree Experience supporting Federal Government agencies, particularly DHS, USCIS, or other civilian agencies. Experience managing geographically dispersed Service Desk teams. Experience supporting 24x7 reputed company IT operations. The anticipated salary reputed company for this position is $75,000 - $105,000. The pay reputed company 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. reputed company applicants will receive consideration for employment without regard to race, reputed company, religion, sex, national reputed company, sexual orientation, gender identity, disability or protected veteran status. reputed company is an equal-opportunity employer. reputed company does not discriminate in employment on account of race, reputed company, religion, national reputed company, citizenship status, reputed company, age, sex (including sexual harassment), sexual orientation, marital status, physical or mental disability, military status or unfavorable discharge from military service. reputed company offers the following benefits: 401(k) with immediate vesting Paid Federal Holidays Tuition Reimbursement Medical Insurance, including reputed company 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 NOTE: This job description is not intended to be an exhaustive list of reputed company duties, responsibilities or qualifications associated with the job. It is intended to describe the general nature and work responsibilities of the position. This job description and the duties of this position are subject to change, modification and addition as deemed necessary by the Company. Apply To This Job