IT Helpdesk Manager

West Valley Cleanup Alliance Job Title: IT Helpdesk Manager 118,151 - $144,372(Annual) VETERANS ENCOURAGED TO APPLY JOB SUMMARY/PURPOSE OF POSITION The IT Helpdesk Manager will manage and oversee the daily operations of the IT helpdesk team to ensure timely and effective technical support for end users. This role manages helpdesk staff, monitors service levels, implements process improvements, and ensures high customer satisfaction through efficient resolution and proactive problem management. MINIMUM QUALIFICATIONS Education/Experience: BA/BS in Computer Science/Engineering, Information Systems, or other technical degree or an equivalent combination of education and related experience Minimum of five (5) years experience in IT support or helpdesk operations Minimum of two (2) years leadership or supervisory experience Familiarity with National Institute of Standards Technology (NIST), Federal Information Security Modernization Act (FISMA), or other federal cybersecurity frameworks preferred Licenses/Certifications: Certification in Business analysis preferred (Certified Business Analysis Professional (CBAP), Professional in Business Analysis (PMI-PBA), etc.) Other Requirements: Excellent organizational skills Excellent verbal and written communication skills Strong computer skills and proficiency in Microsoft Office Strong understanding of IT infrastructure and cybersecurity principles Experience with ticketing systems (Jira, ServiceDesk, etc.) MAJOR RESPONSIBILITIES/SCOPE OF WORK Maintain a safe and healthy work environment by following established safe work practices and procedures; including following all safety rules, use of proper personal protective equipment (PPE), investigating and reporting identified safety concerns or situations. Adhere to standards contained in the Company Code of Conduct, Company EEO practices, and DOE directives. Receive and screen help desk calls. Create, triage, and assign incoming helpdesk tickets. Monitor aged help desk tickets and work with IT Analysts to resolve and close. Install, configure, test, and troubleshoot computer applications, networks, and hardware. Assists in maintaining inventory of hardware, software, and peripheral items. Ensure prompt service on behalf of the Information Technology team. Assist users via phone, in-person, and remotely. Stay up to date on technologies, hardware, and software and how they work best to help end users with their questions. Regular attendance is required. Contributes to team effort by accomplishing related results as needed.