Service Desk Manager

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.