Help Desk Manager

Responsibilities

• Lead help desk operations, establish support priorities, and manage technical troubleshooting and escalation workflows.
• Provide advanced Tier II and Tier III technical support for complex hardware, software, networking, and platform-related issues.
• Diagnose and resolve technical incidents, outages, and system performance issues through remote troubleshooting and direct user support.
• Evaluate incident severity, complexity, and mission impact to determine appropriate prioritization and escalation paths.
• Collaborate with platform engineers, developers, and cybersecurity teams to troubleshoot recurring issues, identify root causes, and implement lasting solutions.
• Review system configurations, installations, and service changes to ensure successful deployment and production stability.
• Improve system availability and reduce Mean Time to Repair (MTTR) through proactive maintenance, incident analysis, and process improvements.
• Develop and maintain troubleshooting procedures, knowledge base documentation, support tools, and operational best practices.
• Provide technical guidance, mentorship, and training to help desk personnel and customers.
• Communicate incident status, technical risks, resolutions, and service improvements to customers, stakeholders, and leadership.

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