Help Desk Manager

Abacus Technology is seeking a Help Desk Manager to plan, direct, and coordinate IT help desk operations at Fort Bragg. This is a full-time position.

Oversee daily help desk operations, ensuring timely resolution of IT service requests, incidents, and technical support issues.
• Plan, direct, and coordinate the internal information technology help desk to support Army end-users and IT systems.
• Monitor critical production events, manage trend analysis and metrics reporting, and recommend improvements.
• Implement best practices for ticket handling, SLAs, and queue management.
• Ensure help desk performance meets Army ITSM and cybersecurity compliance standards.
• Hire, review, and manage non-management help desk employees, ensuring a well-trained and effective team.
• Conduct performance reviews, training, and professional development for help desk staff.
• Assign workload distribution, schedule rotations, and priority escalation procedures.
• Serve as the primary point of contact for escalated IT issues and major system outages.
• Conduct end-user training on Army IT policies, system updates, and troubleshooting techniques.
• Implement and maintain ITIL-based processes for incident management, change control, and service request fulfillment.
• Identify recurring technical issues, conduct root cause analysis, and propose preventative solutions.
• Collaborate with system administrators, network engineers, and cybersecurity teams to improve IT service reliability.

6+ years experience in IT help desk operations, end-user support, and IT service management. Bachelor's degree in a related field desired. Must be Security+ certified (or hold an equivalent certification in compliance with IAT Level II). Must be MCSA certified 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.

Applicants selected will be subject to a U.S. government security investigation and must meet eligibility requirements for access to classified information.

EOE/M/F/Vet/Disabled