IT Support Services Manager

Summary

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).

• Team Leadership and Management:
  • 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.
• Operations and Performance Management:
  • 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.
• Technical Oversight:
  • 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.
• Stakeholder
  
  Collaboration:
  • 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.
• Continuous Improvement:
  • 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.

• 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.

• 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).

• Knowledge
  —comprehension of a body of information acquired by experience or study.
• Skill
  —a present, observable competence to perform a learned activity.
• Ability
  —competence to perform an observable behavior or behavior that results in an observable product.

Direct oversight for 3 Helpdesk leads and indirect oversight of support team of 20-25 technicians.

Role based in Orlando office.

Prolonged periods of sitting at a desk and working on a computer.
Must be able to lift up to 15 pounds at times.

Loyal Source is an Orlando-based workforce solutions provider dedicated to delivering elite services worldwide. With a focus in government healthcare, technical and support services, engineering, and travel healthcare, Loyal Source provides exceptional custom solutions to both private enterprise and government agencies. Loyal Source is a military friendly employer and proud partner of the Military Spouse Employment Partnership program.

For more information go to our website  and follow us on Linked In, Facebook & Twitter for other positions currently open.

Loyal Source does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service or other non‑merit factor.

This contractor and subcontractor abides by the requirements of 41 CFR 60-300.5(a) and 41 CFR 60-741.5(a). These regulations prohibit discrimination against qualified individuals on the basis of protected veteran status or disability, and require affirmative action by covered prime contractors.