Help Desk Manager

2 hours, 13 minutes ago
Full-time
Senior
Customer and Technical Support
Pingwind

Pingwind

Pingwind specializes in providing cybersecurity, information technology, and supply chain services to assist clients in securing their information, modernizing their systems, and optimizing performance.

Internet Software & Services
51-250
Founded 2012

Description

  • Direct daily operations for the enterprise Help Desk and End User Support organization.
  • Lead 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.
  • Develop staffing plans, schedules, and resource allocation strategies.
  • Oversee Incident, Request Fulfillment, Problem, Knowledge, and Service Request Management processes.
  • Monitor ticket queues, workload distribution, SLAs, OLAs, and operational performance.
  • Analyze service trends to improve first-call resolution and customer satisfaction.
  • Lead Major Incident response and coordinate communications during service disruptions.
  • Collaborate with Change Management teams to minimize user impact during system changes.

Requirements

  • 6–8 years of progressive experience in IT Service Desk, Help Desk, or End User Support.
  • Active Public Trust clearance required.
  • DoD 8570 IAT Level II certification required.
  • High school diploma or GED required.
  • Experience leading teams supporting enterprise environments with 1,000+ users.
  • Experience managing SLAs and operational performance metrics.
  • Bachelor’s degree preferred.
  • Active DoD clearance preferred.
  • Experience supporting Federal Government agencies, especially DHS, USCIS, or other civilian agencies preferred.
  • Experience managing geographically dispersed Service Desk teams or supporting 24x7 enterprise IT operations preferred.

Benefits

  • Remote work location.
  • Salary range of $75,000–$105,000.

Interested in this position?

Apply directly on the company website

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