IT Help Desk Manager

DMI (Digital Management, LLC) · via Happy Techies

💰 $97,193 - $121,492/yr 🌎 Remote ⌛ Posted 2 days ago

Supervise, mentor, and manage a team of IT help desk technicians
Develop training materials and provide ongoing training to staff
Conduct performance reviews and offer feedback for continuous improvement
Foster a collaborative and solution-oriented team culture
Oversee day-to-day IT help desk activities, including ticketing systems, troubleshooting, and escalation of complex issues
Ensure timely and accurate incident and service request resolution in accordance with SLAs
Provide hands-on support for end-user hardware and software issues
Support federal IT systems, including desktops, servers, networks, and other technologies
Coordinate with vendors, contractors, and internal teams to resolve complex technical issues
Ensure adherence to federal regulations, cybersecurity policies, privacy standards, and operational security protocols
Conduct audits and risk assessments for federal IT compliance
Collaborate with cybersecurity teams to manage vulnerabilities and maintain secure IT infrastructure
Develop and maintain help desk performance reports
Analyze performance data and implement process improvements
Stay updated on emerging technologies and industry trends and integrate them into IT operations as appropriate

Bachelor’s Degree in a relevant field (such as computer science, information technology, or business administration) is often required
5 to 8 years’ experience in IT support or help desk roles
At least 2-3 years in managing a team of help desk technicians, including hiring, training, and performance evaluations
Certifications such as ITIL, CompTIA A+, or Certified Help Desk Manager (CHDM) is a plus
In-depth knowledge of IT systems, infrastructure, and software development
Familiarity with government regulations, compliance, and security standards (e.g., NIST)
Strong leadership abilities to guide teams, resolve conflicts, and make strategic decisions
Effective communication with stakeholders, team members, and senior management
Budgeting and financial oversight skills to effectively manage the contract
Ability to allocate resources efficiently and track expenses
Must be a U.S. Citizen
Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information

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