Help Desk Manager

Evanhoe and Associates • ,

4d • $75,000 - $105,000 • Remote

About The Position

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.

Requirements

• Secret Clearance
• DoD 8570 Information Assurance Technical Level II (IAT Level II) Certification required.
• Highschool Diploma/GED
• 6-8 years of progressive experience in IT Service Desk, Help Desk, or End User Support.
• Experience leading teams supporting enterprise environments with 1,000+ users.
• Demonstrated experience managing Service Level Agreements (SLAs) and operational performance metrics.

Nice To Haves

• Bachelor’s Degree
• 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.

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.

Benefits

• 401(k) with immediate vesting
• Paid Federal Holidays
• Tuition Reimbursement
• Medical Insurance, including Vision 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED