Help Desk Manager

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PingWind Inc. (SDVOSB)

WebsiteLinkedInAll Job Openings

51 - 200 employees

🔒 Cybersecurity

🏛️ Government

☁️ SaaS

Cybersecurity • Government • SaaS

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 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. • Highschool Diploma/GED • 6-8 years of progressive experience in IT Service Desk, Help Desk, or End User Support. • Bachelor’s Degree (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)

🏖️ Benefits

• Eleven Federal Holidays • Paid Time Off accrued each pay period • Parental Leave • Three medical plan choices with generous employer contribution • Dental and Vision Insurance • Company paid Short-Term and Long-Term Disability • Company paid Life and AD&D Insurance • 401k with competitive matching and vesting schedule • Continuing education assistance • Short Term / Long Term Disability & Life Insurance • Medical, Dependent Care and Commuter Flexible Spending Accounts • Employee Assistance Program • Wellness benefits include Calm Health app and WellHub gym subsidy (formerly GymPass) • 529 College Savings Plan • Legal Insurance • Pet Insurance