Help Desk Manager
About The Position
The Help Desk Manager leads frontline IT support operations to ensure quick resolutions and consistent service quality across the program. The role provides day-to-day supervision and guidance to the help desk team and collaborates across functions to deliver timely support across offices. The manager works to improve resolution times, customer satisfaction, and process consistency. The position requires experience with ServiceNow or similar ITSM platforms; monitoring tools such as SolarWinds, Splunk, or Microsoft SCOM; Windows and Active Directory administration; alert management; incident tracking and escalation procedures; and SLA and trend reporting. Some travel is required. This onsite role is based in Tampa, Florida, and requires U.S. citizenship and an active TS/SCI clearance with polygraph.
Requirements
- Bachelor of Arts or Bachelor of Science degree.
- At least 5 years of related experience.
- U.S. citizenship.
- Top Secret/SCI clearance with polygraph.
- Strong ITIL and ITSM tool experience.
- Proficiency with ITSM platforms and monitoring tools.
- Strong Windows, networking, and identity management skills, including Windows and Active Directory administration.
- Reporting skills for SLA and trend analysis.
- Strong written and verbal communication skills.
- Continuous improvement mindset.
- Some travel required.
Nice To Haves
- Experience with ServiceNow or similar ITSM platforms.
- Experience with monitoring tools such as SolarWinds, Splunk, or Microsoft SCOM.
Responsibilities
- Lead, manage, and support the help desk team, providing day-to-day supervision and guidance.
- Collaborate cross-functionally to ensure consistent, timely support across offices.
- Improve help desk resolution times, customer satisfaction, and process consistency.
- Set, track, and improve service level agreements (SLAs).
- Handle or support alert management, incident tracking, and escalation procedures.
Benefits
- Comprehensive benefits and wellness packages.
- 401(k) with company match.
- Competitive pay.
- Paid time off.
- Medical plan options, some with Health Savings Accounts.
- Dental plan options.
- Vision plan.
- Flexible work weeks where possible.
- Vacation, sick, personal, holiday, paid parental, military, bereavement, and jury duty leave.
- Short- and long-term disability benefits.
- Life, accidental death and dismemberment, personal accident, critical illness, and business travel and accident insurance.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
