[Hiring] Help Desk Manager at ISF

As the Help Desk Manager, you will be responsible for overseeing the end-to-end technical support experience, ensuring timely and accurate resolution of client issues. You’ll lead a team of support specialists, develop scalable processes, and collaborate closely with our product, development, and customer success teams to uphold a user-centric service standard. If you thrive on building high-performing teams, delivering exceptional customer outcomes, and driving continuous improvement, we’d love to hear from you

•  Recruit, train, and mentor a growing team of help desk specialists.
• Set and track performance goals, ensuring each team member delivers consistent, highh-quality support.
• Foster a culture of collaboration, accountability, and user-centered thinking.

Technical Support Operations

• Oversee daily help desk activities, ensuring prompt resolution of issues related to ARRO National Guard’s SaaS platform.
• Establish and enforce Service Level Agreements (SLAs) and key performance indicators (KPIs) for response and resolution times.
• Serve as the escalation point for complex or high-priority technical challenges.

Process Improvement & Documentation

• Implement best practices and standards in support workflows and troubleshooting guidelines.
• Gather and analyze support metrics to identify trends, recurring issues, and areas for improvement.
• Collaborate with product management and development teams to communicate user feedback and influence future enhancement

Client Engagement & Communication

• Maintain strong client relationships through proactive communication, ensuring users are informed about new features, product updates, and issue resolutions.
• Coordinate with onboarding teams to ensure a seamless, positive experience for new customers.

Tooling & Infrastructure

• Evaluate and maintain JIRA Service Management help desk platforms
• Recommend new tools or technologies that improve efficiency and user satisfaction.
• Oversee system integrations with other SaaS tools as needed for streamlined support operations.

• Bachelor’s Degree in a technical field or equivalent work experience is preferred.

• 3+ years of hands-on experience managing a help desk or technical support team in a SaaS environment.
• Strong leadership, coaching, and team-building skills.
• Proficiency in help desk software and ticketing system
• Excellent communication and conflict-resolution skills, with the ability to convey technical information to non-technical audiences.
• Demonstrated ability to set and meet performance metrics (SLAs, KPIs).

• Experience supporting government, military, or other highly regulated environments.
• Familiarity with security compliance frameworks (e.g., FedRAMP, NIST, or similar).
• ITIL or other relevant certification
• Experience collaborating with product managers and developers to relay client feedback effectively
• Experience with JIRA Service Management and other products.