Help Desk Specialist - Manager

This Tier 2 Help Desk Manager position is a hands-on leadership role focused on driving large-scale endpoint migrations. The manager will oversee technical escalations, manage device deployment pipelines, and bridge frontline support with systems engineering, ensuring minimal business disruption during enterprise-wide hardware and OS rollouts.

Position runs through February 28, 2027.

Core Responsibilities

• Migration Execution: Direct large-scale endpoint migrations (e.g., Windows 11 upgrades, hardware refreshes) from planning through post-deployment support.
• Team Leadership: Manage, mentor, and set KPIs for Tier 2 technicians. Provide training on new migration tools and advanced troubleshooting techniques.
• Escalation Management: Serve as the final escalation point for complex technical issues that Tier 1 cannot resolve, specifically handling migration blockers, authentication failures, and data transfer errors.
• Standardization: Standardize troubleshooting procedures and knowledge base articles to streamline support.
• Cross-Functional Collaboration: Coordinate with Systems Engineering, Network, and Security teams to ensure endpoints are compliant, patched, and connect

Required Qualifications

• Secret Clearance;
• 5-7 years in enterprise IT support, with at least 2-3 years in lead or management capacity
• Advanced knowledge of OS deployment methodologies (e.g., Microsoft Intune Autopilot, SCCM/MECM) and identity management (Entra ID / Active Directory)
• Exceptional communication, stakeholder management, and incident management skills

Desired Qualifications

• Industry certifications such as ITIL Foundation, CompTIA A+ / Server+, or HDI Support Center Manager are highly desirable
• Experience supporting large-scale, distributed migrations is highly preferred