Help Desk Manager

Abacus Technology is seeking a Help Desk Manager to oversee daily help desk operations, plan and direct IT help desk operations, and manage a team of IT professionals.

Requirements

• 6+ years experience in IT help desk operations, end-user support, and IT service management.
• Bachelor’s degree in a related field desired.
• Security+ certification (or hold an equivalent certification in compliance with IAT Level II).
• MCSA certification (or able to obtain the certification within six months of start date).
• ITIL Foundations certification desired.
• Experience managing a technical support team, including hiring, training, and performance evaluations.
• Proficient in help desk ticketing systems, queue management, and incident response.
• Strong understanding of ITSM frameworks, SLAs, and IT operations metrics.
• Extensive customer communication experience, including handling escalations and user training.
• Experience with ITSM tools such as ServiceNow, Remedy, or Army-specific ticketing systems.
• Knowledge of DoD IT policies, Army network security requirements, and NIST 800-53 compliance.
• Able to provide leadership in incident response, problem management, and process improvement, ensuring compliance with Army IT service management (ITSM) policies.
• Strong technical expertise, excellent communication skills, and experience in managing a team of IT professionals.
• Able to interact professionally with all levels of an organization.
• Must be a US citizen and hold a current Secret clearance.