{"id":2583474,"url":"https://alion.io/job/e2-help-desk-manager","title":"Help Desk Manager","company":{"id":4421676,"name":"E2 Consulting Engineers, LP | Excellence in Engineering","domain":"e2.com","url":"https://alion.io/company/e2-4","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":null},"role":"Support","role_family":"Support","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Emeryville, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":110000,"max":165000,"currency":"USD","period":"year","gross":null,"usd_annual":165000},"salary_estimate":null,"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Microsoft Teams","optional":false},{"name":"OneDrive","optional":false},{"name":"SharePoint","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-15T02:54:00Z","employer_posted_date":"2026-10-15","last_verified_at":"2026-10-15T02:54:00Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"About the Organization\nE2 Consulting Engineers, LP (E2) is a professional services firm established in 1988 specializing in a full spectrum of engineering services including, project engineering and design, federal base operations and infrastructure support services, gas pipeline construction and inspection services, environmental consulting and remediation, and information technology services. At E2, we value safety, innovation and collaboration, and we are dedicated to excellence.\nOverview\nThe Help Desk Manager works in a Microsoft 365 environment to effectively lead a team of IT support staff, consistently serving the needs of business stakeholders.\nResponsibilities\nCollaboration\nMaintain clear communication with users, IT leadership, business stakeholders, vendors, and remote offices regarding service status, planned work, risks, and major incidents\nParticipate in IT planning, budgeting, operational reporting, audits, and business continuity activities as assigned\nPartner with Infrastructure & Systems, Power Platform, and Security, Compliance & Governance teams to coordinate changes, resolve cross-functional issues, and improve the end-user technology experience\nOversight\nDevelop and maintain help desk procedures, knowledge articles, troubleshooting standards, escalation paths, onboarding and offboarding checklists, and asset records\nEstablish and monitor service-level expectations, including response time, resolution time, ticket aging, backlog, customer satisfaction, first-contact resolution, and reopen rates\nOversee the deployment, configuration, replacement, and lifecycle management of Windows PCs using Microsoft Autopilot and related endpoint management processes\nPromote compliance with company security requirements, access-control processes, software standards, data-handling practices, and incident-reporting procedures\nReview ticket trends and service data to identify recurring issues, capacity constraints, training needs, and opportunities for automation or process improvement\nStaff & Leadership\nLead, coach, schedule, and develop help desk personnel while maintaining key performance indicators\nOversee daily help desk operations, including ticket intake, prioritization, assignment, escalation, follow-up, and closure\nServe as the primary escalation point for complex, high-impact, or time-sensitive incidents and coordinate communication through resolution\nSupport\nCoordinate vendor support and technology purchasing related to help desk services, devices, peripherals, warranties, licensing, and repairs\nEnsure consistent support for Microsoft Teams, OneDrive for Business, Microsoft Office, SharePoint Online, Exchange Online, Microsoft Entra ID, Intune, and related collaboration services\nEnsure reliable support for mobile smart devices that access company systems, including configuration, connectivity, security compliance, and user assistance\nProvide hands-on support when needed and perform additional IT leadership or support duties as assigned\nQualifications\nBachelor’s degree in information technology, computer science, business, or a related field preferred. Equivalent relevant experience may be considered\n5 or more years of progressive help desk or end-user support experience, including at least four years in a supervisory or management capacity in Microsoft 365 environment\nExperience creating operational documentation, knowledge-base content, support procedures, and management reports\nExperience supporting mobile smart devices, remote users, office locations, and hybrid support workflows\nHands-on experience with Microsoft Entra ID, Intune, endpoint administration, Windows support, and Microsoft Autopilot\nPreferred\nITIL, Microsoft, CompTIA, HDI, or related service-management and technical certifications\nCore Competencies\nService leadership and customer focus\nTeam coaching and performance accountability\nIncident, request, problem, and escalation management\nTechnical troubleshooting and sound decision-making\nProcess improvement and data-driven management\nClear communication and cross-functional collaboration\nPlanning, prioritization, documentation, and follow-through\nBenefits\nE2 Consulting Engineers, LP offers an excellent benefits package including health, dental, vision, and life insurance, 401(k) with employer match, paid time off.\nWage Data Per State Requirements\nSalary range for this position is $110,000 - $165,000. The starting salary will be commensurate with skill, education, experience, and working environment.\nTravel\nThis position requires travel to remote offices and project locations approximately once per month. Travel assignments may require up to three consecutive days away from the employee’s primary work location. (25%)\nLocal Candidates only\nYesSolicitation\nPlease no solicitation of any kind from agencies, staffing, or recruiting firms.\nEEO Statement\nAll qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.","description_format":"text","description_chars":5075,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":4,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Life insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-15T02:54:00Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":20,"reasons":["conf:2","win:early"],"computed_at":"2026-10-15T05:46:00Z"},"pay":{"stated_usd_annual":165000,"is_top_pay":true},"html_url":"https://alion.io/job/e2-help-desk-manager","json_url":"https://alion.io/job/e2-help-desk-manager.json","meta":{"generated_at":"2026-10-15T07:04:43Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":10663,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-16T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4421676},"rest":"https://alion.io/mcp/rest/get_company?id=4421676"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fe2-help-desk-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fe2-help-desk-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fe2-help-desk-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/e2-help-desk-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fe2-help-desk-manager"}]}