Multi-Site Help Desk Leader | SLA & ITSM Excellence

Kinetic Infrastructure Group; Huntsville (AL); On-site; USD 70,000 - 90,000; Full time

Job summary

Kinetic Infrastructure Group in Huntsville, AL is seeking an experienced Help Desk Operations Manager to oversee daily IT help desk activities, ensure SLA compliance, and lead a team of support professionals across two offices (Huntsville and Hartselle). The role emphasizes process improvement, ticket lifecycle management, and cross-functional collaboration.

Requirements include an Associate's degree and 5+ years of IT operations experience, ITIL certification preferred, and hands-on knowledge

Qualifications

• Associate's degree in Information Technology, Computer Science, Information Systems, or a related field plus a minimum of five (5) years of experience working in IT operations.
• Demonstrated experience supervising a team.
• Experience supporting a multi-entity or multi-site organization (500+ users).
• Experience with IT asset lifecycle management — procurement, deployment, tracking, and disposal.
• ITIL Foundation certification or equivalent is preferred.
• Experience with ISO 27001 or SOC 2 compliance requirements is preferred.
• Exposure to automation and scripting (PowerShell, basic API integrations) is preferred.
• CompTIA A+, Network+, or Security+ certification is preferred.

Responsibilities

• Conduct 1-on-1s, performance reviews, and career development discussions.
• Lead hiring, disciplinary actions, and help desk team structure.
• Establish and enforce standards for ticket quality, SLAs, documentation, and customer service.
• Foster a culture of accountability, collaboration, and continuous improvement.
• Manage help desk staffing, including business-hours coverage and on-call rotations.
• Oversee ticket operations, ensuring timely response, resolution, workload balance, and escalation management.
• Monitor and address ticket trends, bottlenecks, aging issues, and recurring problems.
• Ensure tickets are properly categorized, documented, resolved, and confirmed with end users.
• Produce and present operational metrics, SLA performance, and trend reports for IT leadership.
• Manage the full ticket lifecycle from intake through customer satisfaction.
• Coordinate onboarding and offboarding activities, including accounts, access, and hardware management.
• Partner with the IT Inventory Specialist to maintain accurate asset and CMDB records.
• Maintain the IT knowledge base and develop standard operating procedures.
• Leverage reporting and automation tools to monitor performance and drive process improvements.
• Identify opportunities to reduce ticket volume through training, self-service, automation, and user education.
• Manage technical training and skill development for help desk staff.
• Collaborate with Cyber Security, Infrastructure, HR, and business leaders on initiatives impacting end-user services.
• Represent the help desk in IT planning, capacity management, and service improvement discussions.
• Support IT aspects of acquisitions, divestitures, tenant migrations, and other organizational transitions.

Skills

ITSM platforms

ITIL fundamentals

Microsoft 365 administration

Active Directory

Leadership

Customer service

Communication

Education

Associate's degree in Information Technology, Computer Science, Information Systems, or related field

Tools

Fresh Service

ServiceNow

Jira Service Management

Automox

CrowdStrike

Azure AD

PowerShell

Job description

Kinetic Infrastructure Group in Huntsville, AL is seeking an experienced Help Desk Operations Manager to oversee daily IT help desk activities, ensure SLA compliance, and lead a team of support professionals across two offices (Huntsville and Hartselle). The role emphasizes process improvement, ticket lifecycle management, and cross-functional collaboration.

Requirements include an Associate's degree and 5+ years of IT operations experience, ITIL certification preferred, and hands-on knowledge