Help Desk Manager
About The Position
The Help Desk Manager provides daily supervision, coordination, and technical oversight of service desk personnel supporting end users across a range of IT systems and applications. This role ensures timely resolution of technical issues, maintains service quality standards, and serves as a first-line escalation point for complex hardware and software concerns. The Help Desk Manager supports operational continuity by managing help desk activities, prioritizing workload, and ensuring responsive customer support delivery. Background Ardent Eagle Solutions is a mission-focused government contracting firm providing professional, administrative, and technical support services to federal agencies. The company delivers steady, reliable execution across diverse programs, supporting clients in achieving operational excellence while maintaining compliance, integrity, and accountability. Ardent Eagle Solutions is committed to building high-performing teams, fostering a culture of professionalism and collaboration, and delivering responsive support aligned with customer mission requirements. Through disciplined processes and a people-centered approach, AES partners with government agencies to provide scalable, compliant, and results-driven solutions.
Requirements
- Approximately six (6) years of progressive experience in IT support or service desk operations.
- Demonstrated experience supervising or leading help desk or technical support personnel.
- Experience providing support for desktop operating systems, enterprise applications, e-mail systems, and directory services.
- Experience troubleshooting hardware and software issues across PC and Mac environments.
- Familiarity with ticketing systems and service management tools.
- Strong problem-solving and analytical skills.
- Ability to manage multiple priorities in a fast-paced, customer-service-oriented environment.
- Strong written and verbal communication skills.
- Ability to maintain professionalism while handling escalated or sensitive user issues.
- Associate’s Degree (AS/AA) in Information Technology, Computer Science, or a related field required;OR equivalent combination of education and relevant experience.
Nice To Haves
- Industry certifications preferred (e.g., ITILv3 or equivalent service management certifications).
Responsibilities
- Provide daily supervision and direction to help desk staff delivering phone, remote, and in-person technical support.
- Oversee support activities related to e-mail systems, directories, desktop operating systems, enterprise applications, and contract-supported systems.
- Serve as the first point of escalation for troubleshooting hardware, software, operating systems (PC and Mac), and peripheral devices such as printers.
- Monitor help desk ticket queues to ensure timely resolution and adherence to service level agreements (SLAs).
- Coordinate incident management and ensure appropriate documentation of service requests and resolutions.
- Provide guidance and technical assistance to team members in diagnosing and resolving complex user issues.
- Track performance metrics and generate reports on help desk operations and service delivery.
- Support onboarding and training of help desk personnel.
- Ensure compliance with established IT policies, security standards, and operational procedures.
- Identify opportunities to improve processes, workflows, and service delivery efficiency.
- Coordinate with system administrators, network teams, and other technical stakeholders to resolve escalated issues.
Benefits
- Medical/Dental/Vision Coverage
- Matching 401(k) Plan
- Continuing Education Assistance
- Paid Time Off
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
