IT Support Services Manager

Loyal Source•Orlando, FL

75d•Onsite

About The Position

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).

Requirements

Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
5+ years of experience in IT help desk management or a similar role.

Nice To Haves

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).

Responsibilities

Manage and mentor a team of 20-25 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.
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.
Manage key vendor relationships.
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.
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.
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.