Help Desk Manager/administrator - Remote Eligible

Help Desk Manager/Administrator

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Help Desk Manager/Administrator in the United States.

This role is ideal for a seasoned IT professional with leadership experience in help desk operations, particularly within mission-critical or government-focused environments. The Help Desk Manager/Administrator will oversee Tier II and Tier III support operations, ensuring rapid resolution of user issues, defect management, and operational continuity. The position involves supervising technical staff, analyzing performance metrics, and implementing process improvements to maintain high service levels. Candidates will work in a dynamic, structured environment that requires strong communication, organizational, and problem-solving skills, while adhering to established compliance and operational standards.

Accountabilities

As a Help Desk Manager/Administrator, you will:

• Lead and manage Tier II and Tier III Help Desk operations in accordance with approved procedures.
• Supervise functional analysts, developers, and database administrators supporting application troubleshooting, defect resolution, and data correction.
• Oversee ticket management, escalation processes, and defect/bug tracking in designated repositories.
• Collect, analyze, and report Help Desk performance metrics, including response time, mean time to repair, and call abandonment rates.
• Ensure compliance with operational objectives and adjust workloads to meet timeliness and quality goals.
• Participate in root cause analysis for recurring issues and recommend improvements to workflows and processes.
• Coordinate after-hours support for urgent Tier III issues as needed.
• Maintain and update user-facing documentation, knowledge bases, and standard operating procedures.