Help Desk Manager

🔥 17 hours ago

⛰️ Colorado – Remote

⛰️ Colorado – Remote

💵 $100k - $120k / year

⏰ Full Time

🟠 Senior

🔴 Lead

💻 IT Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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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Raft

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

🎖️ Defense

🏥 Healthcare

Consulting • Defense • Healthcare

Raft is a company that partners with public agencies to solve complex problems affecting the lives of millions of Americans. Specializing in cutting-edge digital solutions, Raft focuses on data and AI, digital platforms at scale, and complex software applications. The company emphasizes software architecture, UX/UI design, and automated testing to modernize legacy applications and data systems for speed, security, and scalability. Raft also implements sustainable data governance strategies and human-centered AI systems to enhance decision-making. As a government and commercial partner in advancing technology solutions, Raft is dedicated to empowering organizations with products that prioritize user outcomes over features.

📋 Description

• Lead help desk operations, establish support priorities, and manage technical troubleshooting and escalation workflows • Provide advanced Tier II and Tier III technical support for complex hardware, software, networking, and platform-related issues • Diagnose and resolve technical incidents, outages, and system performance issues through remote troubleshooting and direct user support • Evaluate incident severity, complexity, and mission impact to determine prioritization and escalation paths • Collaborate with platform engineers, developers, and cybersecurity teams to troubleshoot recurring issues, identify root causes, and implement lasting solutions • Review system configurations, installations, and service changes to ensure successful deployment and production stability • Improve system availability and reduce Mean Time to Repair through proactive maintenance, incident analysis, and process improvements • Develop and maintain troubleshooting procedures, knowledge base documentation, support tools, and operational best practices • Provide technical guidance, mentorship, and training to help desk personnel and customers • Communicate incident status, technical risks, resolutions, and service improvements to customers, stakeholders, and leadership • Support continuous improvement initiatives involving support automation, incident management, and customer service delivery • Provide technical consultation and support for critical incidents outside normal business hours as needed

🎯 Requirements

• U.S. citizenship required for employment • All work must be conducted within the continental U.S. • Bachelor's degree with 2–4 years of relevant experience, Master's degree with 0–2 years, or high school diploma with 8–10 years of relevant experience • Demonstrated experience in technical support, help desk operations, IT service management, or related fields • Experience coordinating technical support teams, managing incident priorities, and overseeing escalation workflows • Advanced troubleshooting skills across computer hardware, operating systems, enterprise applications, and networking technologies • Experience providing Tier II and Tier III technical support for complex systems and production environments • Strong understanding of incident management, root-cause analysis, problem management, and service reliability practices • Experience with ticketing systems, knowledge management tools, and technical support documentation • Familiarity with IT service management (ITSM) principles, service-level agreements, and continuous process improvement • Ability to analyze complex technical problems, identify effective solutions, and coordinate resolution across multiple engineering teams • Experience supporting DoD, federal, or other regulated environments • Ability to provide technical guidance and training to technical and non-technical users • Secret clearance required

🏖️ Benefits

• Fully covered healthcare, dental, and vision coverage • 401(k) and company match • Take as you need PTO + 11 paid holidays • Education & training benefits • Generous Referral Bonuses • Highly competitive salary