{"id":1416446,"url":"https://alion.io/job/pingwind-help-desk-manager","title":"Help Desk Manager","company":{"id":1874,"name":"PingWind","domain":"pingwind.com","url":"https://alion.io/company/pingwind","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"B","score":75,"open_postings":21,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":54,"computed_at":"2026-10-01T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":75000,"max":105000,"currency":"USD","period":"year","gross":null,"usd_annual":105000},"salary_estimate":null,"experience_years_min":6,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"Service Desk","optional":false}],"status":"live","first_seen_at":"2026-09-28T19:59:00Z","employer_posted_date":"2026-09-28","last_verified_at":"2026-10-01T04:08:39Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Location: Remote\nRequired Clearance: Active Public Trust\nCertifications: DoD 8570 Information Assurance Technical Level II (IAT Level II) Certification required.\nRequired Education: Highschool Diploma/GED\nRequired Experience: 6-8 years of progressive experience in IT Service Desk, Help Desk, or End User Support.\nPosition Description\nEvanhoe is seeking a Help Desk Manager who is responsible for managing enterprise Service Desk and End User Support operations, ensuring the delivery of high-quality technical support services that meet organizational objectives and Service Level Agreements (SLAs). This position provides strategic leadership for Help Desk personnel, oversees daily operations, develops support processes, manages customer service initiatives, and ensures the continuous improvement of IT support services.\nPrimary Responsibilities\nTypical Responsibilities/Tasks:\nDirect and manage the daily operations of the enterprise Help Desk and End User Support organization.\nLead a team of Help Desk Supervisors, Team Leads, and Service Desk Analysts providing Tier I and Tier II support.\nServe as the senior escalation point for complex customer service issues.\nEstablish operational goals, performance objectives, and customer service standards.\nEnsure consistent delivery of high-quality technical support services across the organization.\nDevelop staffing plans, work schedules, and resource allocation strategies to meet operational demands.\nOversee Incident Management, Request Fulfillment, Problem Management, Knowledge Management, and Service Request processes.\nEnsure compliance with established Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).\nMonitor ticket queues and workload distribution to optimize service delivery.\nAnalyze service trends and implement improvements to increase first-call resolution and customer satisfaction.\nLead Major Incident response activities and coordinate communications during service disruptions.\nCollaborate with Change Management teams to minimize user impact during system changes.\nRequired Qualifications\nExperience leading teams supporting enterprise environments with 1,000+ users.\nDemonstrated experience managing Service Level Agreements (SLAs) and operational performance metrics.\nDesired Qualifications\nBachelor’s Degree\nActive DOD clearance\nExperience supporting Federal Government agencies, particularly DHS, USCIS, or other civilian agencies.\nExperience managing geographically dispersed Service Desk teams.\nExperience supporting 24x7 enterprise IT operations.\nSalary Range: $75K - 105K\nThe pay range for this job is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) job responsibilities, education, certifications, experience, as well as internal equity mapping and alignment with market data, or other applicable laws.\nQualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.","description_format":"text","description_chars":3121,"description_truncated":false,"requirements":{"experience_years_min":6,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":false},"security_clearance":true,"languages":[]},"benefits":["Equity"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Information Security","IT Consulting & Digital Transformation","Supply Chain"],"lifecycle":[{"event":"open","at":"2026-09-28T20:55:43Z"}],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":2,"expected_fill_days":54,"reasons":["conf:1","stale_co","velocity","win:early"],"computed_at":"2026-10-01T05:45:00Z"},"pay":{"stated_usd_annual":105000,"is_top_pay":false},"html_url":"https://alion.io/job/pingwind-help-desk-manager","json_url":"https://alion.io/job/pingwind-help-desk-manager.json","meta":{"generated_at":"2026-10-01T09:41:20Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":408,"day_limit":5000,"remaining_today":4592,"minute_limit":60,"resets_at":"2026-10-02T00:00:00Z"}}}