Helpdesk Manager

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October 25

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Horizon Industries, Limited

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B2B • SaaS • Cybersecurity

Horizon Industries, Limited is an IT services and management consulting corporation that delivers a full life-cycle of support through business strategy analysis, business system development and deployment, and operational support. The company focuses on digital transformation capabilities by leveraging expertise in Robotic Process Automation (RPA) and Artificial Intelligence (AI), offering tailored solutions to meet the unique needs of its clients. Horizon Industries is committed to quality, using established management principles like CMMI and ISO, and provides services including IT support, program management, and cybersecurity solutions across the U. S. and internationally.

201 - 500 employees

Founded 1996

🤝 B2B

☁️ SaaS

🔒 Cybersecurity

📋 Description

• Serve as the senior manager responsible for comprehensive helpdesk operations supporting the Electronic Contract Writing Module (ECWM) and related DoD contracting systems • Encompass strategic oversight of all technical support services, including Tier I and Tier II helpdesk operations, system monitoring, incident response coordination, and performance management • Ensure seamless delivery of technical support services to DoD contracting professionals, program managers, and system administrators while maintaining high service level standards and continuous improvement initiatives • Maintain high standards of service quality, security, and operational excellence in support of critical Government missions

🎯 Requirements

• Five (5) years of relevant experience in technical support, helpdesk operations, or IT service management with progressively increasing responsibility and proven track record of successful team leadership • Strong experience in computer hardware and software systems with demonstrated understanding of system architecture, troubleshooting methodologies, and the relationship between applications and underlying hardware infrastructure • Comprehensive understanding of how programs utilize computer hardware resources including processing, memory, storage, and network components with ability to optimize performance and resolve resource conflicts • Proven experience managing helpdesk operations including team supervision, performance monitoring, process improvement, and service level management in enterprise environments • Relevant certification from a nationally recognized technical authority (examples include: ITIL Foundation or higher, HDI certifications, CompTIA A+/Network+/Security+, Microsoft Certified Systems Administrator, or equivalent technical management certification)

🏖️ Benefits

• A comprehensive benefits package including healthcare (medical, dental, vision and disability) • a 401k program where you are 100% vested from day one with an employer match after 90 days. • an Educational Assistance program. • a Student Loan Repayment Program • Gym Reimbursement Program. • Paid Time off • Dynamics, passionate, multi-disciplinary team of creative minds to work with and many more.