{"id":3965645,"url":"https://alion.io/job/strattmont-helpdesk-manager","title":"Helpdesk Manager","company":{"id":2673544,"name":"Strattmont","domain":"strattmont.com","url":"https://alion.io/company/strattmont","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Google Workspace","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Jira","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"VPN","optional":false},{"name":"Windows","optional":false},{"name":"PowerShell","optional":true}],"status":"live","first_seen_at":"2026-11-09T13:05:56Z","employer_posted_date":null,"last_verified_at":"2026-11-09T13:05:56Z","board_verified":false,"closed_at":null,"days_open":0,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":0},"description":"About the Role\nWe are hiring a Helpdesk Manager to lead our IT support function and deliver fast, consistent and friendly service to every employee. You will manage the helpdesk team, own ticket quality and SLAs, and continuously improve how we support users, devices and business applications.\nKey Responsibilities\nLead, coach and schedule the helpdesk and service desk team (L1/L2), including shift coverage and onboarding of new hires.\n\nOwn day-to-day support operations: ticket triage, escalation, resolution and user communication.\n\nDefine, track and report on SLAs and KPIs (first response time, resolution time, first-contact resolution, backlog, CSAT).\n\nManage the ITSM platform (Jira Service Management, ServiceNow, Freshservice or similar), including workflows, knowledge base and automation.\n\nOversee user lifecycle tasks: onboarding/offboarding, account provisioning, access requests and device setup.\n\nSupport endpoints and business tools: Windows/macOS, Microsoft 365 / Google Workspace, Active Directory / Entra ID, MDM (Intune, Jamf), VPN and printers.\n\nCoordinate escalations to infrastructure, security and application teams; lead major-incident communication.\n\nManage hardware and software asset inventory, licences and vendor relationships.\n\nIdentify recurring issues, run root-cause analysis and drive preventative fixes and self-service improvements.\n\nCreate and maintain support documentation, policies and user training material.\n\nRequirements\nBachelor's degree in IT or a related field, or equivalent experience.\n\n8+ years in IT support or service desk roles, including 2+ years leading a support team.\n\nStrong hands-on knowledge of Windows, macOS, Microsoft 365 or Google Workspace, Active Directory/Entra ID and basic networking.\n\nExperience running an ITSM tool and working to SLAs and ITIL-based processes.\n\nProven ability to manage workload, prioritise under pressure and handle difficult escalations.\n\nExcellent customer-service mindset and communication skills in English; additional languages are a plus.\n\nExperience producing KPI reports and presenting results to management.\n\nNice to Have\nITIL 4 Foundation or higher, Microsoft (MD-102, MS-900) or CompTIA certifications.\n\nExperience with MDM, scripting/automation (PowerShell) and chatbot or self-service tooling.\n\nExperience supporting multi-site, remote or multi-timezone teams.\n\nWhat We Offer\nCompetitive salary and benefits.\n\nA visible leadership role shaping the employee IT experience\n\nTraining, certification and career growth support","description_format":"text","description_chars":2527,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":2,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Recruiting & Staffing"],"lifecycle":[{"event":"open","at":"2026-11-09T13:57:56Z"}],"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":30,"reasons":["seen:0","win:early"],"computed_at":"2026-11-09T14:45:22Z"},"pay":null,"html_url":"https://alion.io/job/strattmont-helpdesk-manager","json_url":"https://alion.io/job/strattmont-helpdesk-manager.json","meta":{"generated_at":"2026-11-09T14:45:22Z","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":20396,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-10T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"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":2673544},"rest":"https://alion.io/mcp/rest/get_company?id=2673544"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fstrattmont-helpdesk-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"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%2Fstrattmont-helpdesk-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"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%2Fstrattmont-helpdesk-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/strattmont-helpdesk-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fstrattmont-helpdesk-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3965645}},{"tool":"search_jobs","arguments":{"company":"strattmont.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3965645},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); 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