> Markdown version of [/jobs/ext/1219234-help-desk-manager](https://www.wearedevelopers.com/jobs/ext/1219234-help-desk-manager). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Help Desk Manager - **Company:** BIOFIRE DEFENSE - **Location:** Salt Lake City, UT, United States - **Experience:** Expert - **Salary:** $68,000.0 - $73,000.0 - **Contract:** Permanent contract - **Skills:** Active Directory, Systems Engineering - **Published:** July 9, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=fe49df598b0249f6 ## About the Role Training and Education: (Minimum education and/or training requirements for this position, i.e., high school diploma, college degree, certification.) * High school diploma (or equivalent) required. * Leadership and Advanced Technical certifications (Network+, Security+, or Microsoft Associate, etc.) preferred. * Business and Leadership certifications (ITIL, PMP, or CSM, etc.) preferred. Experience: (Minimum time and type experience required for this position.) * 5+ years in IT support with a proven track record of leadership or project management. Skills: (Special skills required, e.g., negotiation, technical writing; statistical evaluation.) * Strong understanding of Active Directory, Exchange, and M365 ecosystems. * Experience managing SLAs and help desk deliverables. * Strong background in project management and resource allocation. * Excellent written and oral communication skills; ability to adhere to written and verbal instructions. * Expert communication and stakeholder management skills. Physical 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.) * Lifting and transporting moderately heavy objects (computers, servers). * Dexterity of hands and fingers to operate power tools and handle delicate computer components. * Professional appearance and behavior, including strict punctuality. * Travel as required. ## 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., * Perform all work in compliance with company policy and within the guidelines of BioFire Defense's Quality System. * Maintain all responsibilities and performance standards of the IT Support Specialist I, II, and III while serving as a leader and mentor to these roles. * Oversee the entire IT Support staff, ensuring end users receive appropriate and timely assistance. * Lead, coach, and mentor staff to ensure professional growth and technical competency. * Define, enforce, and continuously improve Service Level Agreements (SLAs) and ticketing workflows. * Manage all procedures related to identification, prioritization, and resolution of help requests. * Monitor, track, and coordinate team functions to ensure optimal workstation performance organization wide. * Collaborate with Systems Engineering, Networking, and Security teams on organizational infrastructure changes. * Manage vendor relations and agreements for IT Support systems, hardware, and service deliverables. * Create, manage, and close projects from start to finish, effectively utilizing team resources. * Analyze performance trends and report metrics to senior leadership to drive strategic IS decisions. ## Related Videos - [Your Manager Doesn’t Come with a User Manual (But You Can Totally Write One)](https://www.wearedevelopers.com/videos/1495-your-manager-doesn-t-come-with-a-user-manual-but-you-can-totally-write-one) - [Model Based Systems Engineering in an Agile Product Development Process](https://www.wearedevelopers.com/videos/68-model-based-systems-engineering-in-an-agile-product-development-process) - [MCP Mashups: How AI Agents are Reviving the Programmable Web](https://www.wearedevelopers.com/videos/1392-mcp-mashups-how-ai-agents-are-reviving-the-programmable-web) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [Automated Driving - Why is it so hard to introduce](https://www.wearedevelopers.com/videos/628-automated-driving-why-is-it-so-hard-to-introduce) - [Fault Tolerance and Consistency at Scale: Harnessing the Power of Distributed SQL Databases](https://www.wearedevelopers.com/videos/1146-fault-tolerance-and-consistency-at-scale-harnessing-the-power-of-distributed-sql-databases) ## Related Articles - [From developer to manager – what does it take to become an engineering manager?](https://www.wearedevelopers.com/magazine/42-from-developer-to-manager-what-does-it-take-to-become-an-engineering-manager) - [Should Tech Managers Be Developers First? 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