IT Support Services Manager

Loyal Source-posted about 1 month ago
Full-time • Manager
Onsite • Orlando, FL
1,001-5,000 employees
Administrative and Support Services
Resume
Match Score
Upload and Match ResumeTrack Jobs with Teal

We are seeking a highly skilled and experienced IT Help Desk Manager to lead and manage a team of 30 IT professionals providing support to our government contract operations across two separate Azure tenants. This role is critical in ensuring efficient, high-quality IT support, optimizing ticketing systems, managing call queues, and establishing and monitoring key performance indicators (KPIs).

  • Manage and mentor a team of 20-25 IT help desk professionals, fostering a collaborative and high-performing culture.
  • Oversee recruitment, training, and development to ensure the team is equipped to meet organizational goals.
  • Conduct regular performance evaluations and provide constructive feedback.
  • Develop, implement, and manage KPIs to measure the performance of the help desk team and individual contributors.
  • Optimize the ticketing system to ensure efficient handling, prioritization, and resolution of support requests.
  • Manage call queues to maintain acceptable response and resolution times in line with service level agreements (SLAs).
  • Coordinate shift scheduling to ensure 24/7 coverage (if applicable) and uninterrupted support for government contracts.
  • Manage key vendor relationships.
  • Ensure seamless IT support operations across two Azure tenants, including tenant-specific challenges and integrations.
  • Collaborate with infrastructure, security, and application teams to address escalated technical issues.
  • Implement ITIL best practices for incident, problem, and change management.
  • Act as the primary point of contact for internal and external stakeholders regarding IT support services.
  • Provide regular reports on help desk performance, trends, and areas for improvement to senior management.
  • Ensure compliance with all government contracting regulations and cybersecurity requirements.
  • Identify and implement process improvements to enhance the efficiency and quality of IT support.
  • Stay up to date on emerging technologies and best practices relevant to help desk operations and Azure environments.
  • Facilitate knowledge-sharing sessions and documentation to enhance team expertise.
  • Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
  • 5+ years of experience in IT help desk management or a similar role.
  • Experience working in a government contracting environment.
  • ITIL certifications (e.g., ITIL Foundation, Practitioner).
  • Advanced knowledge of Azure Active Directory and tenant configurations.
  • Familiarity with federal cybersecurity standards (e.g., NIST, CMMC).
Track Jobs with Teal

Job Search Resources

•
AI Resume Builder
•
IT Service Manager Resume Examples
•
IT Service Manager Cover Letter Examples

Tools

Career Hubs

Guides

Company

© 2024 Teal Labs, Inc
Privacy PolicyTerms of Service