Help Desk Manager
As the Help Desk Manager, you will be responsible for overseeing the end-to-end technical support experience, ensuring timely and accurate resolution of client issues. You’ll lead a team of support specialists, develop scalable processes, and collaborate closely with our product, development, and customer success teams to uphold a user-centric service standard. If you thrive on building high-performing teams, delivering exceptional customer outcomes, and driving continuous improvement, we’d love to hear from you DUTIES & RESPONSIBILITIES The Help Desk Manager will be skilled in and responsible for:
Team Leadership & Development
- Recruit, train, and mentor a growing team of help desk specialists.
- Set and track performance goals, ensuring each team member delivers consistent, highh-quality support.
- Foster a culture of collaboration, accountability, and user-centered thinking.
Technical Support Operations
- Oversee daily help desk activities, ensuring prompt resolution of issues related to ARRO National Guard’s SaaS platform.
- Establish and enforce Service Level Agreements (SLAs) and key performance indicators (KPIs) for response and resolution times.
- Serve as the escalation point for complex or high-priority technical challenges.
Process Improvement & Documentation
- Implement best practices and standards in support workflows and troubleshooting guidelines.
- Gather and analyze support metrics to identify trends, recurring issues, and areas for improvement.
- Collaborate with product management and development teams to communicate user feedback and influence future enhancement
Client Engagement & Communication
- Maintain strong client relationships through proactive communication, ensuring users are informed about new features, product updates, and issue resolutions.
- Coordinate with onboarding teams to ensure a seamless, positive experience for new customers.
Tooling & Infrastructure
- Evaluate and maintain JIRA Service Management help desk platforms
- Recommend new tools or technologies that improve efficiency and user satisfaction.
- Oversee system integrations with other SaaS tools as needed for streamlined support operations.
- Bachelor's Degree in a technical field or equivalent work experience is preferred.
- 3+ years of hands-on experience managing a help desk or technical support team in a SaaS environment.
- Strong leadership, coaching, and team-building skills.
- Proficiency in help desk software and ticketing system
- Excellent communication and conflict-resolution skills, with the ability to convey technical information to non-technical audiences.
- Demonstrated ability to set and meet performance metrics (SLAs, KPIs).
- Experience supporting government, military, or other highly regulated environments.
- Familiarity with security compliance frameworks (e.g., FedRAMP, NIST, or similar).
- ITIL or other relevant certification
- Experience collaborating with product managers and developers to relay client feedback effectively
- Experience with JIRA Service Management and other products.
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What We Do
We partner with state agencies like yours to get things done. When you want to make big things happen, trust ISF to help realize your innovative vision.
Serving clients for 38 years, ISF is a management consulting and information technology firm committed to partnering with public and private sector groups to operate better, smarter, and more efficiently. ISF is perfectly sized to offer individualized customer service with big firm results, without the big firm price. ISF team members consist of highly trained industry professionals with expertise in a number of technical areas and possess the unique skills necessary to address the issues being faced in the current environment.
ISF offers a wide variety of services to include management consulting, custom software development and support, data conversion, system design and analysis, business process and gap analysis, mobile application development, and business process outsourcing services. Using our proprietary methodology, ISF also provides public-private partnership consulting.
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