On-site Help Desk Operations Manager — SLA & Team Leader

Magnolia River; Huntsville (AL); On-site; USD 75,000 - 95,000; Full time

Job summary

Kinetic Infrastructure Group is seeking an Help Desk Operations Manager to lead daily IT help desk activities across Huntsville, AL and Hartselle, AL. The role emphasizes ticket workflow, SLA adherence, staff scheduling, and asset lifecycle coordination in a Microsoft 365–heavy environment.

The ideal candidate will manage onboarding, performance reviews, and cross-team collaboration while driving continuous improvement and customer satisfaction. On-site work is required at both offices.

Qualifications

• Demonstrated proficiency with ITSM platforms (Fresh Service, ServiceNow, Jira Service Management, or equivalent).
• Strong understanding of ITIL fundamentals — incident management, request fulfillment, SLA management, and knowledge management.
• Thorough understanding of SLA compliance and using ticket data to drive operational decisions.
• Familiarity with endpoint management tools (Automox, CrowdStrike, or similar MDM/EDR platforms).
• Proficiency with Microsoft 365 administration (Azure AD/Entra ID, Exchange Online, Teams, Intune).
• Proficiency with Active Directory, group policy, and hybrid identity environments.
• Excellent customer service skills.
• Strong interpersonal and communication (oral and written) skills and ability to effectively communicate with teams across the entire organization.
• Excellent leadership and decision-making skills
• Proven ability to manage performance, have difficult conversations, and hold a team accountable to measurable standards
• Ability to maintain confidentiality.
• Ability to perform in a detail-oriented environment with a high level of accuracy.
• Ability to organize, prioritize, and perform multiple work assignments simultaneously.

Responsibilities

• Lead 1-on-1s, performance reviews, and career development discussions.
• Oversee 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

Endpoint management

Microsoft 365 admin

Active Directory

Customer service

Leadership

Team communication

Decision making

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

Entra ID

Exchange Online

PowerShell

Job description

Kinetic Infrastructure Group is seeking an Help Desk Operations Manager to lead daily IT help desk activities across Huntsville, AL and Hartselle, AL. The role emphasizes ticket workflow, SLA adherence, staff scheduling, and asset lifecycle coordination in a Microsoft 365–heavy environment.

The ideal candidate will manage onboarding, performance reviews, and cross-team collaboration while driving continuous improvement and customer satisfaction. On-site work is required at both offices.