Remote Help Desk Manager — Enterprise IT & SLA Leadership

Lever, Inc.; United States; Remote; USD 75,000 - 105,000; Full time

Job summary

Evanhoe is seeking a Help Desk Manager to lead enterprise Service Desk and End User Support operations, ensuring delivery of high-quality IT support and SLAs across the organization. This role provides strategic leadership, oversees daily operations, develops support processes, and drives continuous improvement of IT support services, while coordinating Major Incident responses.

The ideal candidate will have 6–8 years of progressive experience in IT service/help desk, active Public Trust

Qualifications

• Requires Active Public Trust Clearance.
• Experience leading teams supporting enterprise environments with 1,000+ users.
• Demonstrated experience managing Service Level Agreements (SLAs) and operational performance metrics.

Responsibilities

• 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 SLAs and 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.

Skills

Active Public Trust

Team Leadership

SLA Management

Education

High School Diploma/GED

Job description

Evanhoe is seeking a Help Desk Manager to lead enterprise Service Desk and End User Support operations, ensuring delivery of high-quality IT support and SLAs across the organization. This role provides strategic leadership, oversees daily operations, develops support processes, and drives continuous improvement of IT support services, while coordinating Major Incident responses.

The ideal candidate will have 6–8 years of progressive experience in IT service/help desk, active Public Trust