Description review
Help Desk Manager
PingWind · Remote · back to the listing
HR standards
67/100
needs work
Title ↔ description
85/100
strong
Reads as
Unclear
no confident match
What this role officially is
customer service representative — ESCO, the EU occupation classification
Customer service representatives handle complaints and are responsible for maintaining overall goodwill between an organisation and its customers. They manage data regarding customer satisfaction and report it.
Also known as: customer complaints handler, customer feedback representative, customer experience manager, assistant customer service representative, graduate customer service representative, information office worker
How others title the same work
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- Happiness Engineer – Customer Support & Success Automattic
- Support Engineer, WordPress VIP Automattic
- Cloud Support Engineer Canonical
Startups
- Customer Success Associate Aqua
- Customer Service Manager Cityfurnish
- Client Support Specialist (Healthcare Facilities - B2B) Clipboard
- Customer Support Engineer (Product / Technical Support) Cogram
What the listing never says
- 20 bullet points. Long requirement lists deter qualified candidates, who read them as hard gates. Scope clarity
- No pay range published. Candidates cannot tell whether applying is worth their time. Pay transparency
The listing, marked up
Nothing in the wording of this listing tripped a check. The scores above still judge how complete and coherent it is.
Location: Remote
Required Clearance: Active Public Trust
Certifications: DoD 8570 Information Assurance Technical Level II (IAT Level II) Certification required.
Required Education: Highschool Diploma/GED
Required Experience: 6-8 years of progressive experience in IT Service Desk, Help Desk, or End User Support.
Position Description
Evanhoe 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.
Primary Responsibilities
Typical Responsibilities/Tasks:
• Direct and manage the daily operations of the enterprise Help Desk and End User Support organization.
• Lead a team of Help Desk Supervisors, Team Leads, and Service Desk Analysts providing Tier I and Tier II support.
• Serve as the senior escalation point for complex customer service issues.
• Establish operational goals, performance objectives, and customer service standards.
• Ensure consistent delivery of high-quality technical support services across the organization.
• Develop staffing plans, work schedules, and resource allocation strategies to meet operational demands.
• Oversee Incident Management, Request Fulfillment, Problem Management, Knowledge Management, and Service Request processes.
• Ensure compliance with established Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
• Monitor ticket queues and workload distribution to optimize service delivery.
• Analyze service trends and implement improvements to increase first-call resolution and customer satisfaction.
• Lead Major Incident response activities and coordinate communications during service disruptions.
• Collaborate with Change Management teams to minimize user impact during system changes.
Required Qualifications
• Requires Active Public Trust Clearance
• Experience leading teams supporting enterprise environments with 1,000+ users.
• Demonstrated experience managing Service Level Agreements (SLAs) and operational performance metrics.
Desired Qualifications
• Bachelor’s Degree
• Active DOD clearance
• Experience supporting Federal Government agencies, particularly DHS, USCIS, or other civilian agencies.
• Experience managing geographically dispersed Service Desk teams.
• Experience supporting 24x7 enterprise IT operations.
Salary Range: $75K - 105K
The 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.
Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.
Required Clearance: Active Public Trust
Certifications: DoD 8570 Information Assurance Technical Level II (IAT Level II) Certification required.
Required Education: Highschool Diploma/GED
Required Experience: 6-8 years of progressive experience in IT Service Desk, Help Desk, or End User Support.
Position Description
Evanhoe 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.
Primary Responsibilities
Typical Responsibilities/Tasks:
• Direct and manage the daily operations of the enterprise Help Desk and End User Support organization.
• Lead a team of Help Desk Supervisors, Team Leads, and Service Desk Analysts providing Tier I and Tier II support.
• Serve as the senior escalation point for complex customer service issues.
• Establish operational goals, performance objectives, and customer service standards.
• Ensure consistent delivery of high-quality technical support services across the organization.
• Develop staffing plans, work schedules, and resource allocation strategies to meet operational demands.
• Oversee Incident Management, Request Fulfillment, Problem Management, Knowledge Management, and Service Request processes.
• Ensure compliance with established Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
• Monitor ticket queues and workload distribution to optimize service delivery.
• Analyze service trends and implement improvements to increase first-call resolution and customer satisfaction.
• Lead Major Incident response activities and coordinate communications during service disruptions.
• Collaborate with Change Management teams to minimize user impact during system changes.
Required Qualifications
• Requires Active Public Trust Clearance
• Experience leading teams supporting enterprise environments with 1,000+ users.
• Demonstrated experience managing Service Level Agreements (SLAs) and operational performance metrics.
Desired Qualifications
• Bachelor’s Degree
• Active DOD clearance
• Experience supporting Federal Government agencies, particularly DHS, USCIS, or other civilian agencies.
• Experience managing geographically dispersed Service Desk teams.
• Experience supporting 24x7 enterprise IT operations.
Salary Range: $75K - 105K
The 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.
Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.