What are the responsibilities and job description for the Service Desk Manager position at TriTech Enterprise Systems, Inc.?
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.