Help Desk Manager

Job Title:

Help Desk Manager

Location:

Remote

Required Clearance:
Active Public Trust

Certifications:

DoD 8570 Information Assurance Technical Level II (IAT Level II) Certification required.

Required

Education:

High school Diploma/GED

Required Experience:

6-8 years of progressive experience in IT Service Desk, Help Desk, or End User Support.

Evanhoe is seeking a Help Desk Manager who is responsible for managing enterprise Service Desk and End User Support operations, ensuring the delivery of high-quality technical support services that meet organizational objectives and Service Level Agreements (SLAs). This position provides strategic leadership for Help Desk personnel, oversees daily operations, develops support processes, manages customer service initiatives, and ensures the continuous improvement of IT support services.

• Direct and manage the daily operations of the enterprise Help Desk and End User Support organization.
• Lead a team of 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.
• Ensure consistent delivery of high-quality technical support services across the organization.
• Develop staffing plans, work schedules, and resource allocation strategies to meet operational demands.
• Oversee Incident Management, Request Fulfillment, Problem Management, Knowledge Management, and Service Request processes.
• Ensure compliance with established Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
• Monitor ticket queues and workload distribution to optimize 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.

• Experience leading teams supporting enterprise environments with 1,000+ users.
• Demonstrated experience managing Service Level Agreements (SLAs) and operational performance metrics.

• Bachelor’s Degree
• Active DOD clearance
• Experience supporting Federal Government agencies, particularly DHS, USCIS, or other civilian agencies.
• Experience managing geographically dispersed Service Desk teams.
• Experience supporting 24x7 enterprise IT operations.

Evanhoe and Associates is an equal-opportunity employer. Evanhoe and Associates does not discriminate in employment on account of race, color, religion, national origin, citizenship status, ancestry, age, sex (including sexual harassment), sexual orientation, marital status, physical or mental disability, military status or unfavorable discharge from military service.

Evanhoe and Associates offers the following benefits:

• 401(k) with immediate vesting
• Paid Federal Holidays
• Tuition Reimbursement
• Medical Insurance, including Vision and Dental Insurance
• Employer-Paid Short-Term and Long-Term Disability
• Employer Paid Life Insurance
• Supplemental Life Insurance
• FSA/HSA Programs
• Commuter Benefits Program
• Adoption Assistance Program
• Employee Assistance Program (EAP)
• Caregiver Support Program
• Health Advocacy Program
• Financial Wellbeing Support

NOTE:

This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the job. It is intended to describe the general nature and work responsibilities of the position. This job description and the duties of this position are subject to change, modification and addition as deemed necessary by the Company.