Remote IT Help Desk Manager – ITSM & Incidents

Synergy Business Innovation & Solutions, Inc.; United States; Remote; USD 100,000 - 110,000; Full time

Job summary

Synergy Business Innovation & Solutions, Inc. is seeking a dynamic Incident Management Team (Help Desk) Manager to lead our enterprise IT support operations. This remote role focuses on delivering high-quality incident resolution aligned with strict federal SLAs.

You will supervise Tier 2/3 staff, drive ITIL-based processes, and report on performance while exploring automation and self-service options to improve efficiency and user satisfaction.

Qualifications

• 7+ years of progressive experience in IT Service Management, Help Desk operations, or incident management.
• 1+ years of direct supervisory or management experience leading an IT Help Desk or Service Desk team in an enterprise or federal environment.
• Deep functional expertise in ITIL framework principles (Incident, Problem, Change, and Knowledge Management).
• Hands-on administrative and operational experience with modern ITSM ticketing tools (Jira strongly preferred).
• Proven track record of managing and meeting complex Service Level Agreements (SLAs) and generating actionable performance metrics.
• Exceptional communication and customer service skills, with the ability to de-escalate high-priority critical incidents and interface confidently with federal executives.

Responsibilities

• Direct Tier 2 and Tier 3 Help Desk staff to ensure rapid response, accurate troubleshooting, and timely resolution of IT incidents and requests.
• Oversee the end-to-end incident lifecycle using Jira, ensuring operations meet or exceed SLAs and KPIs.
• Enforce ITIL-based incident, problem, and change management processes aligned with ISO 20000/CMMI-Svc Level 3.
• Develop and present incident reports, trend analyses, and RCA findings to federal agency stakeholders and leadership.
• Identify opportunities to reduce ticket volumes and optimize workflows with automation (RPA/AI) for Tier-0 self-service.
• Provide ongoing training and performance evaluations for the incident management staff.

Skills

ITSM

Help Desk

Incident management

SLA management

Jira

Communication skills

Federal experience

Education

Bachelor's Degree in IT

Master's Degree (MBA)

Tools

Jira

Job description

Synergy Business Innovation & Solutions, Inc. is seeking a dynamic Incident Management Team (Help Desk) Manager to lead our enterprise IT support operations. This remote role focuses on delivering high-quality incident resolution aligned with strict federal SLAs.

You will supervise Tier 2/3 staff, drive ITIL-based processes, and report on performance while exploring automation and self-service options to improve efficiency and user satisfaction.