Information Technology Help Desk Manager

We are seeking an IT Help Desk Manager who goes beyond ticket triage — someone who owns SLA performance, drives process maturity, and builds a high-functioning support organization in a secure, highly regulated environment.

This role supports a multi-site infrastructure environment and partners closely with Infrastructure, Security, and Engineering teams.

• Lead and mentor a Help Desk team supporting 300–1,000+ users
• Drive SLA performance (response + resolution) and maintain 98–99%+ compliance
• Oversee ticket triage, escalation management, and root cause resolution
• Improve ITSM workflows (Service Now, Jira, Connect Wise, etc.)
• Develop and maintain SOPs and knowledge base documentation
• Partner with Infrastructure to support:
• Active Directory / Entra  lifecycle
• MFA enforcement and identity hygiene
• Endpoint security and patching compliance
• Provide executive-level support when required
• Track trends and implement continuous improvement initiatives

• 4-6+ years in IT support roles with at least 2+ years leading teams
• Experience in hybrid AD environments
• Hands-on experience with:
• MFA implementation
• Endpoint patching
• Backup & disaster recovery coordination
• Experience in aerospace, defense, manufacturing, or regulated industries preferred
• Familiarity with Zero Trust frameworks a plus

• You don’t just close tickets — you reduce future tickets
• You measure everything (SLA, ticket trends, recurring failures)
• You can operate in high-visibility environments with executive stakeholders
• You think in terms of systems, not just symptoms