Help Desk Manager
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Help Desk Manager leading Tier II/III support for Raft’s secure defense technology platforms. Driving incident resolution, reliability, and service improvements for U.S. Space Force missions.
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 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 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
- Support continuous improvement initiatives involving support automation, incident management, and customer service delivery
- Provide technical consultation and support for critical incidents outside normal business hours as needed
Requirements:
- U.S. citizenship required for employment
- All work must be conducted within the continental U.S.
- Bachelor's degree with 2–4 years of relevant experience, Master's degree with 0–2 years, or high school diploma with 8–10 years of relevant experience
- Demonstrated experience in technical support, help desk operations, IT service management, or related fields
- Experience coordinating technical support teams, managing incident priorities, and overseeing escalation workflows
- Advanced troubleshooting skills across computer hardware, operating systems, enterprise applications, and networking technologies
- Experience providing Tier II and Tier III technical support for complex systems and production environments
- Strong understanding of incident management, root-cause analysis, problem management, and service reliability practices
- Experience with ticketing systems, knowledge management tools, and technical support documentation
- Familiarity with IT service management (ITSM) principles, service-level agreements, and continuous process improvement
- Ability to analyze complex technical problems, identify effective solutions, and coordinate resolution across multiple engineering teams
- Experience supporting DoD, federal, or other regulated environments
- Ability to provide technical guidance and training to technical and non-technical users
- Secret clearance required
Benefits:
- Fully covered healthcare, dental, and vision coverage
- 401(k) and company match
- Take as you need PTO + 11 paid holidays
- Education & training benefits
- Generous Referral Bonuses
- Highly competitive salary
Similar Jobs
Technical Support Specialist
Technical Support Specialist supporting BD’s MedTech systems and ES 1.1x remediation. Troubleshooting SQL, Windows, networking, and customer escalations remotely.
Technical Support Specialist II, Accounting
Technical Support Specialist II troubleshooting Clubessential accounting, billing, reconciliation, and payment systems. Managing complex client cases and escalations remotely across the United States.
IT & Clinical Systems Support Specialist – Senior
IT support specialist supporting providers, clinical applications, and employee access for a pediatric virtual care company. Managing onboarding, ticket resolution, documentation, and HIPAA-compliant access controls.
Senior Manager, IT Quality and Compliance
Fortrea IT quality leader overseeing global audits, compliance, controls, and validation programs. Leading teams, audit support, regulatory readiness, CAPAs, and system validation across regulated environments.
IT Support Specialist
L1 IT Support Specialist providing phone-based Windows and software support for healthcare technology users. Troubleshooting applications, documenting CRM tickets, and escalating technical issues.
IT Helpdesk Agent
IT Helpdesk Agent resolving first-line tickets, account issues, and device problems remotely from South Africa. Supporting a UK team during UK business hours.
IT Manager
IT Manager owning IT operations, endpoint security, and IAM for Nadia Care’s technology-enabled maternity-care platform. Supporting a distributed team while partnering with the CISO.
Technical Support Specialist
Technical Support Specialist supporting customers using Radicle Health’s human services software products. Troubleshooting product, reporting, and integration issues while improving documentation and customer experience.
Manager, IT Service – Software Asset Management
IT Service Manager leading Centene’s enterprise software asset management, licensing governance, and ITSM operations. Partnering across technology, finance, legal, and procurement to optimize compliance and costs.
IT Administrator
IT Administrator owning Google Workspace, SaaS access, help desk, and remote support. Supporting RemoteLegalStaff’s global legal staffing operations across distributed teams.
Technical Support Specialist – L2/L3
Technical Support Specialist resolving complex software and hardware issues for Auditdata’s healthcare technology products. Managing enterprise accounts, escalations, documentation, and customer support reporting.
Technical Support Specialist – L2/L3
Technical Support Specialist resolving Auditdata healthcare software and hardware issues for enterprise customers. Managing escalations, knowledge bases, SLAs, and weekly account reviews remotely from the Philippines.
IT Support Specialist, French
IT-Support-Spezialist für französischsprachige Kunden beim deutschen IT-Dienstleister DATAGROUP. Bearbeitung, Klassifizierung und Überwachung technischer Tickets im Service Desk.
Technical Customer Support Engineer
Technical support engineer resolving customer app issues for Hercules’ AI-powered app platform. Improving the platform, automating support, and handling production incidents.
Technical Customer Support Engineer
Technical support engineer resolving customer app issues and improving Hercules’ AI platform. Supporting APAC customers through debugging, automation, documentation, and incident response.
Trainer / Instructor for IT Specialist in Application Development Retraining Program
Ausbilder:in für Softwareentwicklung bei WBS TRAINING, einem Anbieter beruflicher Weiterbildung. Durchführung von Remote-Unterricht und Kompetenzentwicklung für angehende Fachinformatiker:innen.
Trainer – Instructor for Career Retraining as an IT Specialist – Systems Integration (m/f/d)
Remote-Ausbilder:in für Fachinformatiker:innen Systemintegration bei WBS TRAINING. Gestaltung von Unterricht, Lernmaterialien und Kompetenzmessungen im digitalen Lernraum.
Trainer, Instructor for Retraining Program: IT Specialist in Application Development
Ausbilder:in für Softwareentwicklung bei WBS TRAINING, einem Bildungsanbieter. Vermittlung von Fachinformatik-Inhalten remote aus dem Homeoffice.
Help Desk Analyst
Remote Help Desk Analyst resolving end-user technology issues for a major cruise and leisure travel company. Supporting Windows, Microsoft 365, networking, Active Directory, and Exchange environments.
Lecturer in IT Administration and Cybersecurity
IT-Administration- und Cyber-Security-Dozent beim Berliner EdTech-Unternehmen Syntax Institut. Durchführung von Online-Kursen und Entwicklung praxisnaher Lehrmaterialien.