Help Desk Manager
At a glance
Manager-level IT Support & Helpdesk role at PingWind. Remote, United States · full-time · $75,000–$105,000 base.
remoteroles summary, based on the employer's posting.
What you'll do
- Run enterprise help desk and end-user support operations, leading supervisors, team leads, and analysts delivering Tier I and II support
- Set service goals and customer standards, then plan staffing, schedules, and resource assignments around demand
- Oversee incident, request, problem, knowledge, and service-request workflows while tracking SLA and OLA performance
- Review ticket queues and service trends, then improve workload balance, first-call resolution, and customer satisfaction
- Lead major-incident response and coordinate disruption updates, working with change teams to limit user impact
What you bring
- An active Public Trust clearance and DoD 8570 IAT Level II certification
- A high school diploma or GED, plus six to eight years in service desk, help desk, or end-user support
- Experience leading enterprise support teams serving more than 1,000 users and managing SLAs and performance measures
Who this fits
This remote manager role suits someone ready to lead help desk supervisors, team leads, and analysts, rather than focus only on individual support work. The stated pay range is $75,000 to $105,000 per year.
From the employer
Location: Remote
Required Clearance: Active Public Trust
Certifications: DoD 8570 Information Assurance Technical Level II (IAT Level II) Certification required.
Required Education: Highschool Diploma/GED
Required Experience: 6-8 years of progressive experience in IT Service Desk, Help Desk, or End User Support.
Position Description
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.
Primary Responsibilities
Typical Responsibilities/Tasks:
• 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.
Required Qualifications
• Requires Active Public Trust Clearance
• Experience leading teams supporting enterprise environments with 1,000+ users.
• Demonstrated experience managing Service Level Agreements (SLAs) and operational performance metrics.
Desired Qualifications
• 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.
Salary Range: $75K - 105K
The pay range for this job is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) job responsibilities, education, certifications, experience, as well as internal equity mapping and alignment with market data, or other applicable laws.
Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.
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