IT Help Desk Manager

Job Description: Manage Help Desk operations for IT-AMS users nationwide, ensuring responsive Tier 1 and Tier 2 support. Analyze support trends to inform development improvements and oversee customer satisfaction metrics. Key Responsibilities:
• Supervise multi-tier help desk team supporting 1,000+ users.
• Track, analyze, and report support trends.
• Collaborate with development team to integrate user feedback into product improvements. Qualifications:
• 5+ years in IT Help Desk management or technical support.
• Strong background in SaaS support and knowledge base creation.
• Excellent communication and coordination skills.

NOTE: Must have Public Trust

This is a remote position.