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.

The ideal candidate will have:

• Active Secret clearance required.
• IAT-II certification.
• Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience).
• Minimum of 5 years of IT help desk/support experience, including at least 2 years in a leadership role.
• Experience in DoD environments, Service Desk tools, and ITIL practices.
• Strong knowledge of defect tracking and reporting in Agile software development environments.
• Excellent communication and customer service skills.
• Ability to manage multiple priorities in a fast-paced and structured environment.

• Competitive salary based on experience and qualifications.
• Remote or on-site flexibility depending on project needs.
• Comprehensive health, dental, and vision coverage.
• Retirement plan options with company contribution.
• Paid holidays and vacation time.
• Opportunities for professional development and training.
• Exposure to high-impact government and mission-critical IT systems.

Jobgether is a Talent Matching Platform that partners with companies worldwide to efficiently connect top talent with the right opportunities through AI-driven job matching.

When you apply, your profile goes through our AI-powered screening process designed to identify top talent efficiently and fairly.
🔍 Our AI evaluates your CV and LinkedIn profile thoroughly, analyzing your skills, experience, and achievements.
📊 It compares your profile to the job’s core requirements and past success factors to determine your match score.
🎯 Based on this analysis, we automatically shortlist the 3 candidates with the highest match to the role.
🧠 When necessary, our human team may perform an additional manual review to ensure no strong profile is missed.

The process is transparent, skills-based, and free of bias — focusing solely on your fit for the role. Once the shortlist is completed, we share it directly with the company that owns the job opening. The final decision and next steps (such as interviews or additional assessments) are then made by their internal hiring team.

Thank you for your interest!

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