Help Desk Manager

2 hours, 59 minutes ago
Full-time
Lead
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 and manage daily operations of the enterprise Help Desk and End User Support organization.
  • Lead Help Desk Supervisors, Team Leads, and Service Desk Analysts supporting Tier I and Tier II issues.
  • Serve as the senior escalation point for complex customer service issues.
  • Establish operational goals, performance objectives, and customer service standards.
  • Oversee Incident Management, Request Fulfillment, Problem Management, Knowledge Management, and Service Request processes.
  • Ensure compliance with Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
  • Monitor ticket queues and workload distribution to improve service delivery.
  • Analyze service trends and implement improvements to increase first-call resolution and customer satisfaction.
  • Lead Major Incident response activities and coordinate communications during service disruptions.
  • Collaborate with Change Management teams to minimize user impact during system changes.

Requirements

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

Benefits

  • $75k-$105k salary range.
  • Eleven federal holidays.
  • Paid time off accrued each pay period.
  • Parental leave.
  • Three medical plan choices with generous employer contribution.
  • Dental and vision insurance.
  • Company-paid short-term and long-term disability and life/AD&D insurance.
  • 401(k) with competitive matching and vesting schedule.
  • Continuing education assistance.
  • Employee Assistance Program and wellness benefits, including Calm Health and WellHub gym subsidy.
  • Medical, dependent care, and commuter flexible spending accounts.
  • 529 college savings plan, legal insurance, and pet insurance.

Interested in this position?

Apply directly on the company website

Apply Now

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