Help Desk Manager

Location: Remote Required Clearance: Public Trust Certifications: DoD 8570 Information Assurance Technical Level II (IAT Level II) Certification required. Required Education: Highschool Diploma/GED Required Experience: 6-8 years of progressive experience in IT Service Desk, Help Desk, or End User Support. Position Description PingWind is seeking a Help Desk Manager who is responsible for managing enterprise Service Desk and End User Support operations, ensuring the delivery of high-quality technical support services that meet organizational objectives and Service Level Agreements (SLAs). This position provides strategic leadership for Help Desk personnel, oversees daily operations, develops support processes, manages customer service initiatives, and ensures the continuous improvement of IT support services. Responsibilities: Typical Responsibilities/Tasks: • 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. Required Qualifications • Experience leading teams supporting enterprise environments with 1,000+ users. • Demonstrated experience managing Service Level Agreements (SLAs) and operational performance metrics. Required Qualifications • Highschool Diploma/GED • 6-8 years of progressive experience in IT Service Desk, Help Desk, or End User Desired Qualifications • Bachelor’s Degree • 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. About PingWind PingWind is focused on delivering outstanding services to the federal government. We have extensive experience in the fields of cybersecurity, development, IT infrastructure, supply chain management and other professional services such as system design and continuous improvement. PingWind is an SBA certified Service-Disabled Veteran-Owned Small Business (SDVOSB) with offices in Northern Virginia and Huntsville AL. www.PingWind.com Our benefits include: · 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 Salary Range $75k-$105K The pay range for this job is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) job responsibilities, education, certifications, experience, as well as internal equity mapping and alignment with market data, or other applicable laws. Veterans are encouraged to apply PingWind, Inc. does not discriminate in employment opportunities, terms, and conditions of employment, or practices on the basis of race, age, gender, religious or political beliefs, national origin or heritage, disability, sexual orientation, or any characteristic protected by law.