Service Desk Manager

TriTech Enterprise Systems is seeking a "Help Desk Manager" to oversee an organization’s IT support team, managing ticket queues, SLAs, staff performance, and daily support operations. Leads the team responsible for resolving end‑user technical issues across desktops, software, network access, and business applications.

NOTE: This key position is for a proposal effort that should be awarded by mid-November. The candidate must live in Wyoming within 30 minutes of the following ZIP code (82901). All resumes are due to TriTech by 10/16/2026 at noon. 

TriTech Enterprise Systems is seeking a "Help Desk Manager" to oversee an organization’s IT support team, managing ticket queues, SLAs, staff performance, and daily support operations.

Duties:

• Lead a 365/24/7 service
• Leads the team responsible for resolving end‑user technical issues across desktops, software, network access, and business applications.
• Oversees ticketing queues, SLA performance, escalation procedures, and staff scheduling.
• Manages daily support operations, ensuring fast and reliable service for users.

Daily Responsibilities:

• Morning: Review overnight tickets, check SLA/KPI dashboards, run team standups.
• Midday: Monitor live performance, handle escalations, manage incidents.
• Ongoing: Communicate with stakeholders, optimize processes, and support team development.

Required Skills and Qualifications:

• Education: Bachelor’s degree in IT, Computer Science, or related field; or an associate degree with 5+ years of experience.
• Experience: 3–5 years in IT support plus 2+ years in leadership.
• Certifications: ITIL 4 Foundation, HDI Support Center Manager, CompTIA A+, Microsoft 365.
• Core Skills: People management, incident management, SLA oversight, communication, and operational discipline.

TriTech is an equal opportunity employer.

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