Remote Help Desk Manager – ITIL Leader & Tech Strategist

Y-Tech; United States; Remote; USD 110,000 - 170,000; Full time

Job summary

Y-Tech is seeking a strategic helpdesk leader to orchestrate support for the Electronic Contract Writing Module and DoD contracting systems, blending leadership with deep technical knowledge to sustain high service levels and drive continuous improvement.

You will leverage ITIL v4, manage incidents, and coordinate with contracting officers and program leadership, using ServiceNow and JIRA Service Management to optimize workflow and knowledge management while mentoring teams and ensuring

Qualifications

• Bachelor's degree is required.
• Minimum five years of relevant experience.
• Strong experience with computer hardware and software systems.
• Understanding of how programs use computer hardware.
• Experience leading helpdesk operations.
• Relevant certification from a nationally recognized technical authority.
• Must hold IT-II Non-Critical Sensitive security clearance or Tier 3 (T3) at submission.

Skills

ITIL v4

Incident management

Leadership

Stakeholder management

ServiceNow

JIRA Service Management

Cloud platforms knowledge

Technical leadership

Education

Bachelor's degree

Tools

Appian

Microsoft stacks

AWS

Azure

Job description

Y-Tech is seeking a strategic helpdesk leader to orchestrate support for the Electronic Contract Writing Module and DoD contracting systems, blending leadership with deep technical knowledge to sustain high service levels and drive continuous improvement.

You will leverage ITIL v4, manage incidents, and coordinate with contracting officers and program leadership, using ServiceNow and JIRA Service Management to optimize workflow and knowledge management while mentoring teams and ensuring