Help Desk Manager - Internal IT

The Help Desk Manager is responsible for the strategic leadership, operational performance, and continuous improvement of the IT Service Desk supporting employees across multiple sites and multiple states. This role oversees reactive support cases, proactive service initiatives, and security alert response workflows. The position ensures SLA compliance, optimal staffing coverage (including PTO and sick time planning), and high customer satisfaction aligned with ITIL best practices.

• Lead daily operations of the IT Service Desk across multiple sites and states.
• Ensure consistent achievement of SLAs, response times, and resolution targets.
• Develop and maintain escalation procedures and tiered support structures.
• Actively mentor and support technicians across locations.
• Oversee support for end‑user issues, proactive maintenance, and security alert triage.
• Define and monitor KPIs including response time, resolution time, SLA adherence, backlog, and CSAT.
• Review metrics and trend analysis.
• Adjust staffing models to account for PTO, sick time, and seasonal volume changes.
• Conduct root cause analysis and implement continuous service improvements.
• Hire, onboard, and develop high‑performing service desk technicians.
• Ensure ITIL aligned incident, problem, and change management processes.
• Coordinate security‑related ticket escalation and documentation for compliance.

• ITIL v4 Foundation certification.
• 5+ years of IT Service Desk experience.
• 3+ years in a Help Desk or Service Desk leadership role.
• Demonstrated experience managing SLAs and KPI‑driven environments.
• Experience supporting multi‑site and multi‑state organizations.
• Strong analytical and reporting skills.
• Excellent leadership, communication, and coaching abilities.

• Experience coordinating proactive IT initiatives and security workflows.
• Familiarity with cybersecurity frameworks.
• Project management experience (PMP or similar preferred).

• Prolonged periods of sitting at a desk and working on a computer.
• Ability to occasionally lift and/or move equipment up to 25 pounds (laptops, monitors, networking equipment).
• Ability to travel between office locations as needed.
• Must be able to communicate clearly via phone, video conferencing, and in person.
• Ability to respond to urgent operational or security incidents outside of standard business hours when required.

• Participation in an on‑call rotation or escalation chain for critical incidents and security alerts.
• Availability during high‑impact outages or emergency situations.
• Occasional travel to regional office locations across multiple states.
• Commitment to maintaining service levels during periods of PTO, sick leave, or staffing shortages through proactive planning and resource management.
• Ongoing professional development to stay current with IT service management, cybersecurity trends, and leadership best practices.

• Required:
  • ITIL v4 Foundation Certification (current and in good standing)
• Preferred:
  • ITIL Managing Professional or higher‑level ITIL certifications
  • CompTIA Security+ or equivalent security‑focused certification
  • PMP, CAPM, or other project management certification
  • HDI Service Desk Manager (HDI‑SDM)

• Group Health Insurance: After a 30‑day waiting period, full‑time employees (who work at least 30 hours per week) and their dependents are eligible to enroll in health benefits utilizing the Cigna network. Health options include a choice of 2 PPO plans or a High Deductible Health Plan with employer contributions to a Health Savings Account (HSA). In addition, Dental benefits are available as well as a Vision PPO plan utilizing the Eye Med network.
  
  Proven also offers voluntary worksite benefits including critical illness, hospital indemnity, accident coverage, short‑term disability insurance, supplemental life and pet insurance. Additional offerings include an employee discount program, home and auto insurance services and commuter/transit FSA.
• Employer Provided Life/AD&D Insurance: After a 30‑day waiting period, Proven IT provides a flat $25,000 Life Insurance benefit, administered by Blue Cross Blue…