it help desk manager

Directions Credit Union

<div>
 Job Details
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  Description
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  Position Summary:
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 Responsible for tracking and maintaining help desk employees and ticketing system. Responsible for answering tickets and being a resource for employees. Oversees employees that assists with tickets. Analyzes Credit Union operational needs, researches new services and methodologies to improve operations, and makes recommendations. Serves as resource to managers on information technology issues. Oversees PC installation and maintenance. Directs the technical support to end users and ensures that users are served promptly.
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  Essential Duties And Responsibilities
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 The following statements are intended to describe the general nature and level of work being performed by this position. It is not intended to be an exhaustive list of duties, responsibilities and skills required of this position. Other duties may be assigned to meet business needs.
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   Assumes responsibility for the effective performance of Credit Union network administration and computer operations.
  </li>
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   Assumes responsibility for the effective and efficient performance of PC installation and maintenance.
  </li>
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   Effectively supervises Information Systems staff, ensuring optimal performance.
  </li>
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   Assumes responsibility for establishing and maintaining effective and professional business relations with members
  </li>
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   Assumes responsibility for maintaining effective business relations with business partners and outside vendors.
  </li>
  <li>
   Assumes responsibility for establishing and maintaining effective relationships with Credit Union staff and management.
  </li>
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   Assumes responsibility for related duties as required or assigned.
  </li>
  <li>
   The employee is responsible for reading and shall strictly adhere to all policies, rules and regulations, and training that have been or that may hereafter be established by or applicable to Company for the conduct of its employees, and further, Employee shall strictly adhere to all the provisions of the Company&rsquo;s handbook(s).
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  </li>
 </ul>
 Directions Credit Union is an Equal Opportunity Employer. We encourage applications from all qualified individuals regardless of race, color, national origin, gender, sexual orientation, age religion, disability, or any other characteristic protected under federal, state, or local law.
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IT Help Desk Manager

Integral Federal

<div>Overview:
<div>
The Help Desk Manager supports TSA&rsquo;s Trusted Operations, Maintenance, Cybersecurity, Assurance, and Technology (TOMCAT) operational continuity, service excellence, security, and adaptive IT/OT Operations and Maintenance (O&amp;M) support.</div>
Responsibilities:
<ul><li>Plan and implement the appropriate IT capacity (Resource Capacity Management, Service Capacity Management, and Business Capacity Management) while helping ensure that information &amp; technology services achieve expected levels of performance.</li><li>Manage and mentor service desk staff, ensuring they are well-trained and equipped to handle inquiries and technical issues effectively.</li><li>Oversee the daily operation of the service desk including monitoring performance metrics and service level agreements (SLAs).</li><li>Act as the primary point of contact for escalated issues to ensure FLETC expectations are met and that the service desk provides a high level of support.</li><li>Responsible for identifying and implementing service improvement initiatives.</li><li>Coordinate with other IT sections to resolve issues and ensure that the service desk continually evolves to meet changing business needs.</li><li>Analyze performance data to identify trends and areas of improvement to provide regular reports to management on service desk performance.</li></ul>
Qualifications:
<div><b>
Required:</b></div><div></div><ul><li><br>
Bachelor's Degree with 10 years of experience in IT support</li><li>5 years of support as a Help Desk Manager</li><li>Knowledge of ServiceNow</li><li>ITIL v4 Certified</li><li>Secret Clearance</li></ul><div></div><div><b><br>
Preferred:</b></div><div></div><ul><li><br>
Experience in implementing ITIL-based methods of using industry-recognized Service Desk ticket management software.</li></ul>
Company Overview:
<div>
Integral partners with federal defense, intelligence, and civilian leaders to tackle their most important challenges and deliver positive outcomes. Since our founding in 1998, we have helped clients leverage existing and emerging technologies to transform their enterprises, empower growth, drive innovation, and build sustainable success. The forward-leaning solutions we deliver are tailored to each mission with a focus on keeping our nation safe and secure.</div><div></div><div><br>
Integral is headquartered in McLean, VA and serves clients throughout the country.</div><div></div><div><br>
We offer a comprehensive total rewards package including paid parental leave and immediate vesting in our 401(k). Give us a try and become part of a curated group of professionals at Integral Federal!</div><div></div><div><br>
Our package also includes:</div><ul><li>Medical, Dental &amp; Vision Insurance</li><li>Flexible Spending Accounts</li><li>Short-Term and Long-Term Disability Insurance</li><li>Life Insurance</li><li>Paid Time Off &amp; Holidays</li><li>Earned Bonuses &amp; Awards</li><li>Professional Training Reimbursement</li><li>Employee Assistance Program</li></ul><div></div><div><br>
Equal Opportunity Employer/Protected Veteran/Disability</div></div>

Help Desk Manager

MANTECH

<div><p><b>MANTECH </b>seeks a motivated, career and customer-oriented <b>Help Desk Manager</b> to join our team in the <b>DC, Maryland, and Virginia (DMV) area</b><b>.
</b></p><p></p><p>As a Help Desk Manager, this individual will lead the team providing essential technical assistance to government users, ensuring efficient resolution of IT issues within a Complex Enterprise IT Environment (including laptops, phones, AV, and servers). Their leadership is key to maintaining high service levels and enhancing the productivity of federal personnel through the application of ITSM frameworks and ITIL best practices. This individual manages and supervises the overall functioning of 24/7/365 Operations Support Center activities, directing staff in call center support, service desk support, and switchboard operations to drive a modern Shift Left strategy that prioritizes First Contact Resolution (FCR) and Tier 0 Self-Service adoption.</p><p></p><p><b>
Responsibilities include but are not limited to:</b></p><ul><li><p>
Oversee the daily operations of a <b>24/7/365 Operations Support Center</b>, supervising geographically dispersed Tier 1 staff to ensure the efficient delivery of desktop support and mission-essential services for government users in a multi-server environment, while simultaneously monitoring facilities and program data centers.</p></li><li><p>
Direct the operations of the VIP 'Gold Desk,' ensuring high-priority routing and 'White Glove' handling for Executives and mission-critical personnel.</p></li><li><p>
Manage the Automatic Call Distribution (ACD) system and IVR menus to optimize call routing and minimize abandonment rates.</p></li><li><p>
Manage help desk personnel, including hiring, training, performance evaluation, and scheduling.</p></li><li><p>
Develop and implement help desk policies, procedures, and service level agreements (SLAs) applying comprehensive knowledge of PC operating systems, knowledge of networking and electronic mail.</p></li><li><p>
Monitor helpdesk performance metrics and drive initiatives for continuous service improvement and customer satisfaction.</p></li><li><p>
Act as an escalation point for complex technical issues and ensure adherence to government security and compliance requirements.</p></li><li><p>
Works closely with the end-users to help resolve the most difficult trouble calls.</p></li><li><p>
Travels to a particular client site to help solve problems.</p></li></ul><p></p><p><b>
Minimum Qualifications:</b></p><ul><li><p>
BA/BS (Relevant Field) and 7+ experience managing a help desk or service desk team within a government contract environment.</p></li><li><p>
Proven ability to lead a &quot;Shift Left&quot; initiative by optimizing the Knowledge Management lifecycle. This includes identifying Tier 1 resolutions and proactively publishing high-quality content to the Tier 0 Self-Service Portal to optimize ticket deflection and reduce overall support volume.</p></li><li><p>
Expert-level oversight of the entire Knowledge Management lifecycle, including governance, auditing, and continuous improvement of internal and external knowledge bases.</p></li><li><p>
Ability to utilize Workforce Management (WFM) principles to analyze call arrival patterns and optimize agent scheduling, ensuring SLA compliance during surges and spikes.</p></li><li><p>
Proven track record fostering a Knowledge-Centered Service (KCS) culture, measuring performance on handle time and Knowledge Base development.</p></li><li><p>
Strong understanding of IT Service Management (ITSM) frameworks, particularly ITIL.</p></li><li><p>
Demonstrated experience using data analytics (e.g., Excel, PowerBI, ServiceNow dashboards) to identify trend anomalies and forecast staffing needs.</p></li><li><p>
Proficiency in managing enterprise-grade ITSM and Knowledge tools (e.g., ServiceNow, Salesforce, Zendesk, or Jira Service Management).</p></li></ul><p></p><p><b>
Preferred Qualifications:</b></p><ul><li><p>
HDI Support Center Manager (SCM) certification.</p></li><li><p>
 Experience in applying Agile or Scrum methodologies to Service Desk workflows</p></li><li><p>
ITIL Foundation certification.</p></li><li><p>
PMP Certification</p></li></ul><p></p><p><b>
Clearance Requirements:</b></p><ul><li><p>
Must be a U.S. citizen</p></li><li><p>
Must be able to obtain DHS EOD suitability</p></li><li><p>
An active EOD suitability is highly desired.</p></li></ul><p></p><p><b>
Physical Requirements:</b></p><ul><li><p>
The person in this position must be able to remain in a stationary position 50% of the time. Occasionally move about inside the office to access file cabinets, office machinery, or to communicate with co-workers, management, and customers, via email, phone, and or virtual communication, which may involve delivering presentations.</p></li></ul></div>

Mistras Group, Inc.

<div><p>The IT Service Desk Manager is responsible for leading the daily operations of the organization's service desk. This role ensures the delivery of high-quality IT support services, manages a team of service desk analysts, and acts as the escalation point for complex or critical issues. The manager will also drive continuous improvement initiatives, monitor performance metrics, and align service delivery with business objectives.</p>
<p><b>
Major Responsibilities/Activities:</b></p>
<ul>
<li>Manage, coach, and trains service desk staff to ensure effective troubleshooting, solution delivery, and customer service.</li>
<li>Uses ITSM platforms (e.g., ServiceNow) to manage service lifecycles; ITIL-based service management practices to track SLAs, service availability, and business impact. Manage end-to-end service delivery, including incident, request, change, and knowledge management.</li>
<li>Serve as the primary escalation point for severe or unique technical issues.</li>
<li>Define and track service metrics (e.g., resolution time, customer satisfaction) to identify trends, root cause and areas for improvement.</li>
<li>Develop and refine workflows, escalation rules, and service request classification schemes. Utilize new technologies such as AI to automate processes.</li>
<li>Work closely with infrastructure, cybersecurity, and application teams to ensure seamless IT service delivery.</li>
<li>Ensure adherence to IT policies, including incident management, change control, and access governance.</li>
<li>Bachelor&rsquo;s degree in information technology, Computer Science, or related field (or equivalent experience).</li>
<li>Minimum 5 years of experience in IT support, with at least 3 years in a supervisory or managerial role.</li>
<li>Strong knowledge of help desk software, ITSM frameworks (e.g., ITIL), and performance metrics.</li>
<li>Excellent communication, leadership, and problem-solving skills.</li>
</ul>
<p>Minimum Requirements:</p>
<ul>
<li>ITIL, HDI, or similar service management certifications. ( preferred)</li>
<li>Technical Troubleshooting</li>
<li>Escalation Management</li>
<li>End-User Training</li>
<li>Upgrades &amp; Patch Management</li>
<li>ServiceNow or similar ITSM platforms</li>
<li>Familiarity with cybersecurity protocols and identity access management tools (e.g., SailPoint)</li></ul></div>

IT Service Desk Manager

Reliant Rehabilitation

<div>Overview:
<div>
Summary: The IT Service Desk Manager is responsible for managing Reliant Rehabilitation&rsquo;s technical support team and overseeing the delivery of IT support services to both field-based and corporate office Team Members. This role ensures service requests and incidents are handled efficiently and professionally through the support portal, email, and voicemail channels. The IT Service Desk Manager provides hands-on leadership and direct technical support when needed, ensuring quality service delivery, proper ticket handling, and thorough documentation. This role also serves as an escalation point for complex or urgent issues. The position requires a balance of management capabilities and technical expertise to ensure the IT support team consistently meets service expectations and business needs.</div>
Responsibilities:
<div>
The essential duties and responsibilities include, but are not limited to, the following:</div><div></div><ul><li><br>
Manage and lead the IT Service Desk team, providing day-to-day oversight, coaching, and performance management</li><li>Ensure service requests and incidents are prioritized, assigned, and resolved in accordance with established SLAs</li><li>Monitor ticket queues to ensure timely responses, accurate documentation, and proper resolution of issues</li><li>Provide direct technical support for escalated, high-priority, or complex incidents as needed</li><li>Serve as the primary escalation point for unresolved service desk issues and urgent incidents</li><li>Coordinate, manage, and hold external IT support vendors accountable to service expectations and SLAs</li><li>Maintain high-quality ticket documentation and knowledge base articles</li><li>Develop, implement, and maintain service desk processes, procedures, and standards</li><li>Collaborate with other IT teams and business stakeholders to resolve cross-functional issues</li><li>Analyze service desk metrics and reports to identify trends, improve performance, and enhance service delivery</li><li>Support onboarding and on-going training of new service desk staff, ensuring technical and customer service standards are met</li><li>Communicate service outages, updates, and resolutions effectively to end users and leadership</li><li>Ensure customer satisfaction by promoting a service-oriented mindset within the IT support team</li><li>Assist with IT projects and initiatives as assigned</li><li>Must conduct self in an ethical, legal and responsible manner at all times</li><li>Attends all mandatory meetings, trainings, and assignments as delegated</li><li>Perform other duties and responsibilities as assigned</li><li>Must adhere to the policies, principles, and guidance within the Employee Handbook and Code of Business Conduct</li></ul>
Qualifications:
<div>
Qualifications and Skills:</div><div></div><ul><li><br>
2-year associate degree, Technical Certifications, or equivalent Experience. (4-year degree preferred)</li><li>2+ years&rsquo; experience managing an IT Service Desk or technical support team</li><li>Proven experience managing ticket queues, escalations, and service-level agreements (SLAs)</li><li>Hands-on technical experience supporting end-user systems, applications, and hardware</li><li>Ability to provide technical leadership and act as an escalation point for complex or urgent issues</li><li>Ability to manage multiple priorities in a fast-paced environment</li><li>Strong customer service orientation with attention to detail</li><li>Strong written and verbal communication skills</li></ul></div>

Bit Insight Group

<p><b>About BIT Insight Group</b></p><p>The BIT Insight Group is a cloud-based IT support company dedicated 24/7 support to providing innovative, reliable, and scalable IT solutions for businesses of all sizes. Our team works with diverse clients to ensure their IT infrastructure, cloud environments, and applications run smoothly, securely, and with scalability.</p><p><b>Role Overview</b></p><p>Our IT Managed Services Department is seeking a motivated and experienced Service Desk Manager to take operational ownership of our Tier 1/2 service desk across managed client accounts. You will support SLA performance, lead a team of technicians, and serve as a reliable point of contact for client stakeholders. This role is ideal for a candidate who has strong technical support roots, is stepping confidently into people management, and is eager to grow within an MSP environment long-term.</p><p><b>Key Responsibilities</b></p><p><b>Team Leadership &amp; Development</b></p><ul><li>Lead, mentor, and hold accountable a team of 5&ndash;10 service desk technicians across tiers and shifts</li><li>Conduct structured 1:1s, performance reviews, and skills coaching sessions</li><li>Own shift scheduling, on-call rotations, and coverage planning to maintain service availability Monday - Friday, 8:30 AM&ndash;5 PM ET</li><li>Build technician career paths and drive participation in certification programs</li></ul><p><b>Client Satisfaction &amp; Account Management</b></p><ul><li>Act as the primary escalation contact for managed service clients &mdash; responsive, professional, and solution-focused</li><li>Lead and prepare content for Quarterly Business Reviews (QBRs) with client stakeholders on as-needed basis</li><li>Proactively surface client risks, communicate issues with full transparency, and own resolution follow-through</li><li>Cultivate trusted advisor relationships across all assigned accounts</li></ul><p><b>Service Delivery &amp; SLA Compliance</b></p><ul><li>Own SLA/OLA adherence across all client accounts and incident priority tiers</li><li>Monitor live ticket queues and dashboards; identify bottlenecks and drive resolution velocity</li><li>Manage P1/P2 escalation paths and coordinate cross-team response during major incidents</li><li>Maintain and enforce ticket documentation standards and knowledge base quality</li></ul><p><b>Operations, Reporting &amp; Process Improvement</b></p><ul><li>Define, track, and report KPIs: MTTR, FCR rate, CSAT, ticket volume, backlog aging, and SLA attainment</li><li>Identify systemic issues and partner with engineering teams on root cause analysis and elimination</li><li>Champion ITIL-aligned process improvements and operational maturity initiatives</li><li>Administer and optimize ITSM tooling (Atera, ServiceNow, or new tool equivalent)</li><li>Support new client onboarding by collaborating with sales and account management on service scoping</li></ul><p><b>Required Qualifications</b></p><ul><li>3&ndash;5 years of IT service desk or technical support experience, with 1&ndash;2 years in a supervisory or team lead role (a plus)</li><li>Direct, hands-on experience in a Managed Services Provider (MSP) environment &mdash; required</li><li>Demonstrated success managing multi-client support environments with competing SLA obligations</li><li>ITIL Foundation certification (v4 preferred); strong working knowledge of ITIL frameworks</li><li>Proficiency with ITSM/PSA tools</li><li>Excellent written and verbal communication; comfortable presenting to both technical and executive audiences</li><li>Available and committed to Monday &ndash; Friday, 8:30 AM &ndash; 5:00 PM Eastern Time throughout the engagement</li><li>Authorized to work as a 1099 independent contractor in the United States</li></ul><p><b>Qualifications and Certifications</b></p><ul><li>Educated in Information Technology or related field (or equivalent experience)</li><li>HDI Support Center Manager (SCM), CompTIA (A+/Network+/Security+), or Microsoft certifications</li><li>Experience supporting clients in regulated industries (HIPAA, SOC 2, PCI-DSS)</li><li>Familiarity with RMM platforms</li><li>Working knowledge of Microsoft 365, Azure AD, and endpoint management (Intune/Autopilot)</li><li>Background in workforce management or structured scheduling in a 24/7 or extended-hours environment</li></ul><p>Pay: $28.00 - $33.00 per hour</p><p>Work Location: Remote</p>

IT Managed Services Service Desk Manager

State of Wisconsin

<div><div><div><h2 class="jobSectionHeader"><b>Introduction</b></h2><div><br>
<div><div>
</div><p></p><p>The Department of Corrections (DOC) is focused on public safety through the custody and supervision of those in our care. Corrections employees have the opportunity to positively impact the lives of others through careers in a variety of fields. Using evidence-based approaches, employees implement lasting change with a positive impact for the people of Wisconsin.</p><p>
The Division of Management Services, Bureau of Technology Management (BTM) is currently recruiting to fill an IT Helpdesk Senior (IS Technical Services Senior) position. This position will be headquartered at the DOC central office in Madison, WI.</p><p><b>
NOTE: Applicants must currently live in or be willing to relocate to Wisconsin.</b></p>
</div></div></div></div><div><div><h2 class="jobSectionHeader"><b>
Position Summary</b></h2><div><br>
<div><div>
</div><p>This position provides high level troubleshooting for the Help Desk Section of BTM. Responsibilities include performing duties necessary to respond to, resolve, or escalate first and second level IT related problems for customers remotely; performing remote troubleshooting of hardware and software to determine customer problems; receiving overflow ACD calls from first level support; documenting procedures; troubleshooting application and hardware problems; and interfacing with the Department of Administration to resolve escalated issues. This position will also be involved in assisting with projects for the Help Desk and representing the help desk as a resource on various Department projects. Additional responsibilities include maintaining knowledge base sources to include the Help Desk Wiki and creating, reviewing and approving Knowledge Articles in our ticketing system.</p>
</div></div></div></div><div><div><h2 class="jobSectionHeader"><b>
Salary Information</b></h2><div><br>
<div><div>
</div><p>The starting pay is between $74880 and $97302 per year, plus excellent benefits. Pay will be set in accordance with the Compensation Plan and Wisconsin Administrative Code in effect at the time of hire. The pay schedule/range is 07-34. A 12-month probationary period is required.</p><p>
In addition to meaningful and rewarding work, we offer a competitive benefits package featuring:</p><ul><li>
Substantial leave time including at least 3.5 weeks of vacation to start, 9 paid holidays, and ample accrued sick time that rolls over each year.</li><li>
Insurance: Excellent and affordable health, dental, vision, and life insurance.</li><li>
An exceptional pension plan including a lifetime retirement payment.</li><li>
An optional tax-advantaged 457 retirement savings plan.</li><li>
The <i>Well Wisconsin Program</i> helps participants set health and well-being goals, track progress, stay motivated, and earn incentives.</li><li>
Our Employee Assistance Program offers employees and their immediate family a variety of tools, resources, and professional consultation services to support their health, goals, and overall well-being.</li><li>
DOC is a qualifying employer for the <i>Public Service Loan Forgiveness</i> program.</li><li>
Please click here for a summary of State of Wisconsin employment benefits or click here to explore employment benefits on the website.</li></ul><p>
To help you understand what your benefit package would be worth, please see the Total Rewards Calculator here.</p>
</div></div></div></div><div><div><h2 class="jobSectionHeader"><b>
Job Details</b></h2><div><br>
<div><div>
</div><p>Applicants must be legally entitled to work in the United States (i.e., a citizen or national of the U.S., a lawful permanent resident, an alien authorized to work in the U.S. without DOC sponsorship) at the time of application. The Department of Corrections will conduct criminal background checks on applicants prior to selection to determine whether the circumstances of any conviction may be related to the job being filled. Upon hire, all new DOC employees are subject to fingerprinting.</p><p>
The Department of Corrections may conduct pre-employment drug screens. Any applicant who is offered employment in a position which requires a pre-employment drug screen must pass the screen as a contingency to employment.</p><p><b><br>
NOTE: This position is eligible to work remotely 100% of the time.</b><i> </i><b><i>For this position, working outside of Wisconsin will not be allowed. You must currently live in or be willing to relocate to Wisconsin.</i></b></p>
</div></div></div></div><div><div><h2 class="jobSectionHeader"><b>
Qualifications</b></h2><div><br>
<div><div>
</div><p><b>Minimally qualified applicants will have experience:</b></p><ul><li>Creating, reviewing, and maintaining knowledge articles, job aids, and/or user guides.</li><li>Providing technical and/or procedural assistance and guidance to other staff.</li><li>Coordinating information flow between the Help Desk and other IT teams during major outages/events.</li><li>Analyzing, reviewing, and recommending process/workflow changes for continual improvement and efficiency.</li></ul><p></p><p><b><br>
In addition to the above, well qualified applicants will have experience:</b></p><ul><li>Participating in communication, testing, and implementation projects impacting end-users.</li><li>Mentoring and/or training new unit staff.</li><li>Utilizing enterprise-level ITSM tools such as Ivanti Service Manager or ServiceNow.</li></ul>
</div></div></div></div><div><div><h2 class="jobSectionHeader"><b>
How To Apply</b></h2><div><br>
<div><div>
</div><p>To apply, click on &ldquo;Apply for Job&rdquo; to start the application process. Follow the steps outlined in the application process and submit your application. Permanent classified employees who are eligible for consideration as a transfer or voluntary demotion must complete the application process in order to be considered.<br>
<br>
Applicants should attach a letter of qualification and resume detailing their training and experience relating to the qualifications mentioned above. It is not necessary to include references at this time. Your letter of qualification and resume will be evaluated and is considered the assessment for this position. <b>Your letter of qualification and resume should be limited to a maximum of two pages each.</b><br>
<br>
Your submission will be evaluated by one or more job experts. The most eligible candidates will be invited to participate in the next step of the selection process. The Department of Corrections has created extra guidance to assist you in developing your resume and letter of qualification, if interested please click <b>here</b><b>.</b><br>
<br>
Questions can be directed to Phia Vang, Human Resources Specialist at Phia.Vang@wisconsin.gov.<br>
<br>
The State of Wisconsin is an Equal Opportunity and Affirmative Action employer seeking a diverse and talented workforce. We provide reasonable accommodations to applicants and employees with disabilities.<br>
<br>
The State of Wisconsin offers a special program for qualified veterans with a 30% or greater service-connected disability. If you are a qualified veteran, please visit the Veterans Employment page for application instructions to be considered for the Veterans Non-Competitive Appointment program.</p>
</div></div></div></div><div><div><h2 class="jobSectionHeader"><b>
Deadline to Apply</b></h2><div><br>
<div><div>
</div><div>Online application and materials must be submitted by 11:59 pm on <b>3/25/26, </b>in order to be considered.</div><div></div><div><br>
For general wisc.jobs user information and technical assistance, please see the wisc.jobs Commonly Asked Questions page. Some users report better performance when using the <b>Chrome</b> browser.</div></div></div></div></div></div>

IT Helpdesk Senior

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