Help Desk Manager
Virtual Vocations Inc
Responsible for managing enterprise Service Desk and End User Support operations, the full-time remote Help Desk Manager will oversee daily operations, lead a team, and ensure the delivery of high-quality technical support services in alignment with organizational objectives and Service Level Agreements (SLAs). Key responsibilities Direct and manage daily operations of the Help Desk and End User Support organization Lead a team providing Tier I and Tier II support while serving as the senior escalation point for complex customer service issues Establish operational goals and ensure compliance with SLAs and OLAs while analyzing service trends for continuous improvement Required qualifications 6-8 years of progressive experience in IT Service Desk, Help Desk, or End User Support Active Public Trust clearance DoD 8570 Information Assurance Technical Level II (IAT Level II) Certification Experience leading teams supporting enterprise environments with 1,000+ users Demonstrated experience managing Service Level Agreements (SLAs) and operational performance metrics
Vacancy posted 5 days ago
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