Help Desk Manager

🕒 September 28

🇺🇸 United States – Remote

💵 $75k - $105k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 IT Support

👻 Ghost score 22%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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PingWind Inc. (SDVOSB)

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

📦 Logistics

🏥 Healthcare

Consulting • Logistics • Healthcare

PingWind Inc. is an SBA certified Service Disabled Veteran Owned Small Business (SDVOSB) that specializes in providing mission-critical services for Federal Government partners. The company's core capabilities include cybersecurity and information assurance, IT infrastructure optimization and management of cloud-based platforms, and supply chain and management consulting. By utilizing leading-edge technology and best practices, PingWind helps clients secure information, modernize systems, and optimize performance to achieve maximum efficiency. Based in Annandale, VA, PingWind supports more than 250 employees across 37 states.

📋 Description

• Direct and manage the daily operations of the enterprise Help Desk and End User Support organization • Lead 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 • Oversee Incident Management, Request Fulfillment, Problem Management, Knowledge Management, and Service Request processes • Ensure compliance with Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) • Monitor ticket queues and workload distribution • 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

🎯 Requirements

• Active Public Trust clearance • DoD 8570 Information Assurance Technical Level II (IAT Level II) Certification required • Highschool Diploma/GED • 6-8 years of progressive experience in IT Service Desk, Help Desk, or End User Support • Experience leading teams supporting enterprise environments with 1,000+ users • Demonstrated experience managing Service Level Agreements (SLAs) and operational performance metrics • Bachelor’s Degree (desired) • Active DOD clearance (desired) • Experience supporting Federal Government agencies, particularly DHS, USCIS, or other civilian agencies (desired) • Experience managing geographically dispersed Service Desk teams (desired) • Experience supporting 24x7 enterprise IT operations (desired)