Helpdesk Manager
Horizon Industries, Limited
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
ITSM
About the role
- Serve as the senior manager responsible for comprehensive helpdesk operations supporting the Electronic Contract Writing Module (ECWM) and related DoD contracting systems
- Encompass strategic oversight of all technical support services, including Tier I and Tier II helpdesk operations, system monitoring, incident response coordination, and performance management
- Ensure seamless delivery of technical support services to DoD contracting professionals, program managers, and system administrators while maintaining high service level standards and continuous improvement initiatives
- Maintain high standards of service quality, security, and operational excellence in support of critical Government missions
Requirements
- Five (5) years of relevant experience in technical support, helpdesk operations, or IT service management with progressively increasing responsibility and proven track record of successful team leadership
- Strong experience in computer hardware and software systems with demonstrated understanding of system architecture, troubleshooting methodologies, and the relationship between applications and underlying hardware infrastructure
- Comprehensive understanding of how programs utilize computer hardware resources including processing, memory, storage, and network components with ability to optimize performance and resolve resource conflicts
- Proven experience managing helpdesk operations including team supervision, performance monitoring, process improvement, and service level management in enterprise environments
- Relevant certification from a nationally recognized technical authority (examples include: ITIL Foundation or higher, HDI certifications, CompTIA A+/Network+/Security+, Microsoft Certified Systems Administrator, or equivalent technical management certification)
Benefits
- A comprehensive benefits package including healthcare (medical, dental, vision and disability)
- a 401k program where you are 100% vested from day one with an employer match after 90 days.
- an Educational Assistance program.
- a Student Loan Repayment Program
- Gym Reimbursement Program.
- Paid Time off
- Dynamics, passionate, multi-disciplinary team of creative minds to work with and many more.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
helpdesk operationstechnical supportsystem architecturetroubleshooting methodologiesperformance monitoringprocess improvementservice level managementcomputer hardwarecomputer softwarenetwork components
Soft skills
team leadershipstrategic oversightincident response coordinationservice qualityoperational excellencecontinuous improvementcommunicationproblem-solvingperformance managementcustomer service
Certifications
ITIL FoundationHDI certificationsCompTIA A+CompTIA Network+CompTIA Security+Microsoft Certified Systems Administratortechnical management certification