Help Desk Manager

Raventek Solution Partners LLC•Norfolk, VA

2d•Onsite

About The Position

The Help Desk Manager provides leadership and operational oversight for the technical help desk function, ensuring the delivery of high-quality Tier-2 and Tier-3 technical support services to end users. This role is responsible for managing staff, processes, tools, and performance metrics to ensure service level requirements are met while supporting mission-critical systems and applications. The Help Desk Manager relies on extensive experience, professional judgment, and leadership skills to plan, coordinate, and accomplish organizational support goals. This position includes direct supervisory responsibility for help desk personnel and serves as a key escalation and decision-making authority. The performance of this position is key to RavenTek's performance on the contract, and therefore RavenTek's mission to support the customer.

Requirements

Extensive knowledge of help desk operations, technical support workflows, and IT service management practices.
Proven leadership and supervisory skills with experience managing technical support teams.
Strong understanding of hardware, software, and enterprise application support concepts.
Ability to apply judgment and experience to prioritize tasks and accomplish operational goals.
Strong problem-solving, decision-making, and communication skills.
Ability to manage escalations and collaborate effectively with technical teams and leadership.
High school diploma required.
Minimum of 5 years of experience in technical support or a related field required.
Experience using metrics and performance data to improve service delivery.
Must be able to obtain and maintain Secret level clearance.

Nice To Haves

IT service management certifications such as ITIL, preferred.
HDI management or leadership certifications, preferred.
Other relevant technical or management certifications, preferred.

Responsibilities

Provide daily supervision and direction to help desk staff supporting end users.
Manage Tier-2 and Tier-3 support personnel handling complex technical issues.
Oversee daily help desk operations to ensure consistent service delivery.
Ensure staff are trained on troubleshooting methods, tools, and procedures.
Utilize help desk systems to track, document, and resolve support issues.
Monitor performance metrics and identify areas for improvement.
Serve as the escalation point for critical or complex technical issues.
Ensure service level requirements and operational goals are met.
Enter actual time worked, once complete, at the end of the day, or no later than 10:00 a.m. the following workday, and submit timesheets at the end of each pay period.
Submit Monthly Status Reports on a regular basis, as required.
Monitor RavenTek email on a regular basis, at least 3 times per week, and respond accordingly.
Complete required compliance training as assigned.
Other duties as assigned.
Travel up to 10% may be required.