{"schemaVersion":"jobsearcher.job.v1","id":"ecf67e1772dc6f8b8d92ae3d","url":"https://jobsearcher.com/jobs/ecf67e1772dc6f8b8d92ae3d","canonicalUrl":"https://jobsearcher.com/jobs/ecf67e1772dc6f8b8d92ae3d","title":"Help Desk Manager","description":"The Help Desk Manager provides leadership, direction, and operational oversight for the Tier I, II, and III IT Support Specialists. This role ensures high-quality support services, manages escalations, and oversees processes, SLAs, and customer experience. The Manager focuses on service delivery excellence, team development, and strategic process improvement while remaining hands-on when necessary to maintain support standards.\nPrincipal Job Duties and Responsibilities:\nPerform all work in compliance with company policy and within the guidelines of BioFire Defense’s Quality System.\nMaintain all responsibilities and performance standards of the IT Support Specialist I, II, and III while serving as a leader and mentor to these roles.\nOversee the entire IT Support staff, ensuring end users receive appropriate and timely assistance.\nLead, coach, and mentor staff to ensure professional growth and technical competency.\nDefine, enforce, and continuously improve Service Level Agreements (SLAs) and ticketing workflows.\nManage all procedures related to identification, prioritization, and resolution of help requests.\nMonitor, track, and coordinate team functions to ensure optimal workstation performance organization wide.\nCollaborate with Systems Engineering, Networking, and Security teams on organizational infrastructure changes.\nManage vendor relations and agreements for IT Support systems, hardware, and service deliverables.\nCreate, manage, and close projects from start to finish, effectively utilizing team resources.\nAnalyze performance trends and report metrics to senior leadership to drive strategic IS decisions.\nQualifications\nTraining and Education: (Minimum education and/or training requirements for this position, i.e., high school diploma, college degree, certification.)\nHigh school diploma (or equivalent) required.\nLeadership and Advanced Technical certifications (Network+, Security+, or Microsoft Associate, etc.) preferred.\nBusiness and Leadership certifications (ITIL, PMP, or CSM, etc.) preferred.\nExperience: (Minimum time and type experience required for this position.)\n5+ years in IT support with a proven track record of leadership or project management.\nSkills: (Special skills required, e.g., negotiation, technical writing; statistical evaluation.)\nStrong understanding of Active Directory, Exchange, and M365 ecosystems.\nExperience managing SLAs and help desk deliverables.\nStrong background in project management and resource allocation.\nExcellent written and oral communication skills; ability to adhere to written and verbal instructions.\nExpert communication and stakeholder management skills.\nPhysical Requirements: (List any special physical requirements needed to perform the job, such as ability to lift specific weight. List “None” if there are no special requirements.)\nLifting and transporting moderately heavy objects (computers, servers).\nDexterity of hands and fingers to operate power tools and handle delicate computer components.\nProfessional appearance and behavior, including strict punctuality.\nTravel as required.\nPay: $68,000.00 - $73,000.00 per year\nBenefits:\n401(k)\n401(k) matching\nDental insurance\nEmployee assistance program\nEmployee discount\nFlexible schedule\nFlexible spending account\nHealth insurance\nLife insurance\nPaid time off\nParental leave\nProfessional development assistance\nReferral program\nRetirement plan\nTuition reimbursement\nVision insurance\nWork Location: In person","company":"Biofiredefense","rawCompany":"biofiredefense","city":"Murray","state":"UT","isRemote":false,"isActive":false,"createdAt":"2026-07-30T11:38:21.686Z","occupations":[{"code":"11-3021.00","title":"Computer and Information Systems Managers","slug":"computer-and-information-systems-managers"},{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"15-1244.00","title":"Network and Computer Systems Administrators","slug":"network-and-computer-systems-administrators"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"541519","title":"Other Computer Related Services","slug":"other-computer-related-services"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Help Desk Manager","description":"The Help Desk Manager provides leadership, direction, and operational oversight for the Tier I, II, and III IT Support Specialists. This role ensures high-quality support services, manages escalations, and oversees processes, SLAs, and customer experience. The Manager focuses on service delivery excellence, team development, and strategic process improvement while remaining hands-on when necessary to maintain support standards.\nPrincipal Job Duties and Responsibilities:\nPerform all work in compliance with company policy and within the guidelines of BioFire Defense’s Quality System.\nMaintain all responsibilities and performance standards of the IT Support Specialist I, II, and III while serving as a leader and mentor to these roles.\nOversee the entire IT Support staff, ensuring end users receive appropriate and timely assistance.\nLead, coach, and mentor staff to ensure professional growth and technical competency.\nDefine, enforce, and continuously improve Service Level Agreements (SLAs) and ticketing workflows.\nManage all procedures related to identification, prioritization, and resolution of help requests.\nMonitor, track, and coordinate team functions to ensure optimal workstation performance organization wide.\nCollaborate with Systems Engineering, Networking, and Security teams on organizational infrastructure changes.\nManage vendor relations and agreements for IT Support systems, hardware, and service deliverables.\nCreate, manage, and close projects from start to finish, effectively utilizing team resources.\nAnalyze performance trends and report metrics to senior leadership to drive strategic IS decisions.\nQualifications\nTraining and Education: (Minimum education and/or training requirements for this position, i.e., high school diploma, college degree, certification.)\nHigh school diploma (or equivalent) required.\nLeadership and Advanced Technical certifications (Network+, Security+, or Microsoft Associate, etc.) preferred.\nBusiness and Leadership certifications (ITIL, PMP, or CSM, etc.) preferred.\nExperience: (Minimum time and type experience required for this position.)\n5+ years in IT support with a proven track record of leadership or project management.\nSkills: (Special skills required, e.g., negotiation, technical writing; statistical evaluation.)\nStrong understanding of Active Directory, Exchange, and M365 ecosystems.\nExperience managing SLAs and help desk deliverables.\nStrong background in project management and resource allocation.\nExcellent written and oral communication skills; ability to adhere to written and verbal instructions.\nExpert communication and stakeholder management skills.\nPhysical Requirements: (List any special physical requirements needed to perform the job, such as ability to lift specific weight. List “None” if there are no special requirements.)\nLifting and transporting moderately heavy objects (computers, servers).\nDexterity of hands and fingers to operate power tools and handle delicate computer components.\nProfessional appearance and behavior, including strict punctuality.\nTravel as required.\nPay: $68,000.00 - $73,000.00 per year\nBenefits:\n401(k)\n401(k) matching\nDental insurance\nEmployee assistance program\nEmployee discount\nFlexible schedule\nFlexible spending account\nHealth insurance\nLife insurance\nPaid time off\nParental leave\nProfessional development assistance\nReferral program\nRetirement plan\nTuition reimbursement\nVision insurance\nWork Location: In person","datePosted":"2026-07-30T11:38:21.686Z","dateModified":"2026-07-30T11:38:21.686Z","hiringOrganization":{"@type":"Organization","name":"Biofiredefense","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Murray","addressRegion":"UT","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"ecf67e1772dc6f8b8d92ae3d"},"url":"https://jobsearcher.com/jobs/ecf67e1772dc6f8b8d92ae3d"}}