Help Desk Manager

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🔥 17 minutes ago

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Evanhoe

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 1996

🏛️ Government

🎖️ Defense

☁️ SaaS

Government • Defense • SaaS

Evanhoe is a full-service information technology company and certified service-disabled, veteran-owned small business (SDVOSB) that equips U. S. federal agencies and the Department of Defense with data-driven IT solutions. The company specializes in asset management (including RFID tagging and tracking), geospatial mapping, data analytics, logistics and inventory systems, custom software and cloud migrations, and program/project management. Evanhoe has delivered large-scale federal implementations (e. g. , USPTO, USMC, USAF), offers software such as ItemAware for IT asset tracking, and partners on cyber and IT operations through joint ventures—turning raw data into actionable intelligence to support mission success.

📋 Description

• 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

🎯 Requirements

• Experience leading teams supporting enterprise environments with 1,000+ users • Demonstrated experience managing Service Level Agreements (SLAs) and operational performance metrics • Bachelor’s Degree • DoD 8570 Information Assurance Technical Level II (IAT Level II) Certification required. • 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

🏖️ 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