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Help Desk Manager

Posted 2024-11-07

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💎 Seniority level: Manager

💸 Salary: 125000 - 165000 USD per year

🔍 Industry: Technology, defense, logistics

🏢 Company: DEFCON

Requirements:
  • Top Secret Clearance mandatory for managing sensitive information.
  • CompTIA Security+ is recommended for environments dealing with sensitive information.
  • Experience managing Help Center or customer support operations, preferably within high-security environments.
  • Strong understanding of classified data handling.
  • Proven ability to lead and mentor teams in fast-paced environments.
  • Excellent communication skills with a focus on clear and timely updates during incidents.
Responsibilities:
  • Oversee the day-to-day operations of the Help Center, ensuring effective and efficient customer support services.
  • Act as the primary point of contact for escalated issues, ensuring timely resolution and clear communication.
  • Develop, update, and enforce support processes for compliance with government security regulations.
  • Train and mentor team members on protocols and security best practices.
  • Monitor performance metrics, identify areas for improvement, and implement enhancements.
  • Implement procedures for handling unexpected demand surges.
  • Collaborate with departments to resolve complex issues.
  • Maintain transparent communication during escalated incidents.
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