Managing enterprise Service Desk and End User Support operations, the full-time remote Help Desk Manager will ensure high-quality technical support services, lead a team of support personnel, and oversee daily operations to meet organizational objectives and Service Level Agreements (SLAs). Key responsibilities Direct and manage daily operations of the Help Desk and End User Support organization Lead a team providing Tier I and Tier II support while serving as the senior escalation point for complex issues Establish operational goals and ensure compliance with Service Level Agreements (SLAs) and performance metrics Required qualifications High school Diploma/GED 6-8 years of progressive experience in IT Service Desk, Help Desk, or End User Support Experience leading teams supporting enterprise environments with 1,000+ users Demonstrated experience managing Service Level Agreements (SLAs) and operational performance metrics DoD 8570 Information Assurance Technical Level II (IAT Level II) Certification required