Service Desk Manager

TriTech Enterprise Systems, Inc.

Rock Springs, WYJobSeen 5 days agoSeen in employer's feed 5 days ago

Rock Springs, WYJobNo compensation foundSeen 5 days agoSeen in employer's feed 5 days ago

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At a glance

Compensation

No compensation found

Location

Rock Springs, WY

Work Authorization

Not specified

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Requirements

Credentials this posting asks for.

ITIL 4 FoundationHDI Support Center ManagerCompTIA A+Microsoft 365 Certification

Job overview

TriTech Enterprise Systems is seeking a Help Desk Manager to oversee an IT support team and its daily operations. The role leads 24/7 service, manages ticket queues, SLAs, escalations, staff performance and scheduling, and supports resolution of end-user technical issues. The candidate must live in Wyoming within 30 minutes of ZIP code 82901. The position is for a proposal effort expected to be awarded by mid-November.

Skills & qualifications

RequiredNice to have

Skills

People ManagementIncident ManagementSLA OversightCommunicationOperational Discipline

Qualifications

Bachelor's in IT, Computer Science, or Related Field or Associate Degree With 5+ Years Experience3+ Years IT Support Experience2+ Years Leadership ExperienceITIL 4 FoundationHDI Support Center ManagerCompTIA A+Microsoft 365 CertificationWyoming Residence Within 30 Minutes of ZIP 82901

Full job description

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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