Help Desk Manager

Responsibilities: Manage enterprise Service Desk and End User Support operations to ensure high-quality technical services and SLA compliance. Provide strategic leadership to Help Desk personnel while overseeing daily operations and continuous service improvement.

Requirements: Requires 6-8 years of progressive IT support experience and a DoD 8570 IAT Level II certification. A high school diploma is required, while a bachelor's degree and experience with federal agencies are desired.

Key skills: IT Service Desk Management, End User Support, SLA Management, Incident Management, Request Fulfillment, Problem Management, Knowledge Management, Resource Allocation, Staffing Planning, Major Incident Response, Change Management, Technical Leadership, Customer Service Standards, Performance Metrics Analysis, Tier I and II Support, Enterprise IT Operations

Keywords: DoD 8570, IAT Level II, Public Trust, SLA, OLA, ITIL, Incident Management, Problem Management, Knowledge Management, Service Request, Enterprise IT, USCIS, DHS, Tier I Support, Tier II Support, First-Call Resolution, Change Management, Remote Work, ITAM IV