Service Desk Manager

TriTech Enterprise Systems, Inc.; Rock Springs (WY); On-site; USD 60,000 - 90,000; Full time

Job summary

TriTech Enterprise Systems is seeking a Help Desk Manager to oversee an IT support team, manage ticket queues, SLAs, staff performance, and daily operations across desktops, software, network access, and business applications.

You will lead a 365/24/7 service, monitor KPI dashboards, coordinate escalations, and develop the team to deliver fast, reliable support while communicating with stakeholders and continuously improving processes.

Qualifications

• Education: Bachelor's degree in IT, Computer Science, or related field; or an associate degree with 5+ years of experience.
• Experience: 3–5 years in IT support plus 2+ years in leadership.
• Certifications: ITIL 4 Foundation, HDI Support Center Manager, CompTIA A+, Microsoft 365.

Responsibilities

• Lead a 365/24/7 service.
• Oversee ticketing queues, SLA performance, escalation procedures, and staff scheduling.
• Manage daily support operations to ensure fast and reliable service for users.
• Lead the team responsible for resolving end-user technical issues across desktops, software, network access, and business applications.

Skills

People management

Incident management

SLA oversight

Communication

Operational discipline

Education

Bachelor’s degree in IT/CS or related field

Associate degree + 5+ years experience

Tools

ITIL 4 Foundation

HDI Support Center Manager

CompTIA A+

Microsoft 365

Job description

NOTE: This key position is for a proposal effort that should be awarded by mid-November. The candidate must live in Wyoming within 30 minutes of the following ZIP code (82901). All resumes are due to TriTech by 10/16/2026 at noon.

TriTech Enterprise Systems is seeking a "Help Desk Manager" to oversee an organization’s IT support team, managing ticket queues, SLAs, staff performance, and daily support operations.

Duties:

• Lead a 365/24/7 service
• Leadsthe team responsible for resolving end‑user technical issues across desktops, software,network access, and business applications.
• Oversees ticketing queues, SLA performance, escalation procedures, and staff scheduling.
• Manages daily support operations, ensuring fast and reliable service for users.

Daily Responsibilities:

• Morning: Review overnight tickets, check SLA/KPI dashboards, run team standups.
• Midday: Monitor live performance, handle escalations, manage incidents.
• Ongoing: Communicate with stakeholders, optimize processes, and support team development.

Required Skills and Qualifications:

• Education: Bachelor’s degree in IT, Computer Science, or related field; or an associate degree with 5+ years of experience.
• Experience: 3–5 years in IT support plus 2+ years in leadership.
• Certifications: ITIL 4 Foundation, HDI Support Center Manager, CompTIA A+, Microsoft 365.
• Core Skills: People management, incident management, SLA oversight, communication, andoperational discipline.

TriTech is an equal opportunity employer.