Help Desk Manager

Title: Computer Operations Manager

Location: Celebration, FL

Type: Contract (ASAP – 06/30/2026, with potential renewal)

Pay: $80 – $83 per hour

Summary:

We are seeking an experienced Computer Operations Manager to lead and manage IT operations and service delivery. This role is responsible for ensuring the effective functioning of IT systems, compliance with policies, and high-quality support for end users. The ideal candidate will have strong leadership experience, technical expertise, and a proven ability to drive operational excellence across a technical team.

Requirements:

• Bachelor’s Degree in Computer Science, Information Systems, or related field.
• Minimum of 7 years of IT experience, including managing teams responsible for production and operations support.
• Experience leading IT service delivery, aligning operations with business needs and service level expectations.
• Knowledge in deployment, configuration, and lifecycle management of IT assets including desktops, laptops, mobile devices, printers, and servers.
• Experience developing and implementing IT service management processes: incident, problem, change, and request management.
• Experience with enterprise-wide software rollouts, updates, and patch management.
• Proven ability to monitor and improve service desk performance, resolve user issues timely, and maintain high customer satisfaction.
• Knowledge of IT policies, security standards, and regulatory compliance requirements.

Responsibilities:

• Manage and coordinate daily activities of the technical team, including project scheduling, monitoring, and incident response.
• Ensure operational support coverage and adherence to service level agreements (SLAs).
• Monitor system performance and availability, resolving issues promptly.
• Develop, implement, and maintain operational standards, procedures, and best practices.
• Ensure compliance with internal policies, industry standards, and regulatory requirements.
• Plan and manage integration and support of new technologies.
• Collaborate with infrastructure and application teams for seamless deployment and system support.
• Lead, mentor, and develop supervisors, project leaders, and technical staff.
• Conduct performance evaluations, training, and succession planning.
• Provide input on business continuity planning and disaster recovery strategies.
• Drive continuous improvement initiatives to enhance service delivery and customer satisfaction.
• Provide computer and user support, including installation, configuration, upgrades, patches, and advanced troubleshooting.
• Monitor service ticket queue, resolve tickets, and document work performed.
• Perform advanced network and telephony support.
• Provide on-site support for remote troubleshooting by other technical staff.