Information Technology Help Desk Manager
: Job Details :

Position Title: IT Help Desk Manager

Location: Orlando, FL

Employment Type: Full-Time

Overview:

We are seeking a highly skilled and experienced IT Help Desk Manager to lead and manage a team of 30 IT professionals providing support to our government contract operations across two separate Azure tenants. This role is critical in ensuring efficient, high-quality IT support, optimizing ticketing systems, managing call queues, and establishing and monitoring key performance indicators (KPIs).

Key Responsibilities:

1. Team Leadership and Management:

• Manage and mentor a team of 30 IT help desk professionals, fostering a collaborative and high-performing culture.
• Oversee recruitment, training, and development to ensure the team is equipped to meet organizational goals.
• Conduct regular performance evaluations and provide constructive feedback.

2. Operations and Performance Management:

• Develop, implement, and manage KPIs to measure the performance of the help desk team and individual contributors.
• Optimize the ticketing system to ensure efficient handling, prioritization, and resolution of support requests.
• Manage call queues to maintain acceptable response and resolution times in line with service level agreements (SLAs).
• Coordinate shift scheduling to ensure 24/7 coverage (if applicable) and uninterrupted support for government contracts.

3. Technical Oversight:

• Ensure seamless IT support operations across two Azure tenants, including tenant-specific challenges and integrations.
• Collaborate with infrastructure, security, and application teams to address escalated technical issues.
• Implement ITIL best practices for incident, problem, and change management.

4. Stakeholder Collaboration:

• Act as the primary point of contact for internal and external stakeholders regarding IT support services.
• Provide regular reports on help desk performance, trends, and areas for improvement to senior management.
• Ensure compliance with all government contracting regulations and cybersecurity requirements.

5. Continuous Improvement:

• Identify and implement process improvements to enhance the efficiency and quality of IT support.
• Stay up to date on emerging technologies and best practices relevant to help desk operations and Azure environments.
• Facilitate knowledge-sharing sessions and documentation to enhance team expertise.

Qualifications:

• Education: Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).

• Experience:

• 5+ years of experience in IT help desk management or a similar role.

• Proven experience managing a large team in a high-demand environment.

• Familiarity with Azure tenant management and government contract compliance.

• Skills:

• Strong leadership and team management capabilities.

• Proficient in ticketing systems, KPI development, and performance tracking tools.

• Knowledge of ITIL frameworks and best practices.

• Exceptional problem-solving and decision-making skills.

• Excellent communication and interpersonal skills.

Preferred Qualifications:

• Experience working in a government contracting environment.

• ITIL certifications (e.g., ITIL Foundation, Practitioner).

• Advanced knowledge of Azure Active Directory and tenant configurations.

• Familiarity with federal cybersecurity standards (e.g., NIST, CMMC).

About Loyal Source

Loyal Source is an Orlando-based workforce solutions provider dedicated to delivering elite services worldwide, with a focus in government healthcare, technical and support services, engineering, and travel healthcare. Loyal Source provides exceptional custom solutions to both private enterprise and government agencies. Loyal Source is a military friendly employer and proud partner of the Military Spouse Employment Partnership program.

For more information go to our website www.loyalsource.com and follow us on LinkedIn, Facebook & Twitter for other positions currently open.

Loyal Source does not discriminate in employment based on race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factors.