Help Desk Manager

Location: Remote Required Clearance: Active Public Trust Certifications: DoD 8570 Information Assurance Technical Level II (IAT Level II) Certification required.  Required Education: Highschool Diploma/GED Required Experience: 6-8 years of progressive experience in IT Service Desk, Help Desk, or End User Support. Position Description Evanhoe is seeking a Help Desk Manager who is responsible for managing enterprise Service Desk and End User Support operations, ensuring the delivery of high-quality technical support services that meet organizational objectives and Service Level Agreements (SLAs). This position provides strategic leadership for Help Desk personnel, oversees daily operations, develops support processes, manages customer service initiatives, and ensures the continuous improvement of IT support services. Primary Responsibilities Typical Responsibilities/Tasks: •    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.  •    Ov