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