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# Helpdesk Team Manager

- **Company:** Synergy Business Innovation & Solutions
- **Location:** Denver, CO, United States (Remote available)
- **Experience:** Expert
- **Salary:** $100,000.0 - $110,000.0
- **Contract:** Permanent contract
- **Skills:** Artificial Intelligence, JIRA, Capability Maturity Model Integration, Information Systems, Knowledge Management, Chatbots, Information Technology, 3-tier Architectures
- **Published:** October 9, 2026
- **Apply:** https://www.builtincolorado.com/job/helpdesk-team-manager/11575343?handler=ApplyRedirect

## About the Role

* 7+ years of progressive experience in IT Service Management, Help Desk operations, or incident management.
 * 1+ years of direct supervisory or management experience leading an IT Help Desk or Service Desk team in an enterprise or federal environment.
 * Deep functional expertise in ITIL framework principles (Incident, Problem, Change, and Knowledge Management).
 * Hands-on administrative and operational experience with modern ITSM ticketing tools (Jira strongly preferred).
 * Proven track record of managing and meeting complex Service Level Agreements (SLAs) and generating actionable performance metrics.
 * Exceptional communication and customer service skills, with the ability to de-escalate high-priority critical incidents and interface confidently with federal executives., * Active ITIL v3 or ITIL 4 Foundation certification (ITIL Managing Professional preferred).
 * Prior experience managing IT support operations for federal agencies such as DOW, DHS.
 * Certifications in customer service excellence or related management frameworks.

Education Requirements:

 * Required: Bachelor's Degree in Information Technology, Business Administration, Computer Science, or a related field. (Equivalent years of relevant experience may be substituted for a degree).
 * Preferred: Master's Degree in Information Systems or Business Administration (MBA).

Citizenship & Clearance Requirements:

 * Required: Must be a U.S. Citizen.
 * Preferred: Active Secret.

## Description

Synergy is seeking a dynamic and customer-focused Incident Management Team (Help Desk) Manager to lead our enterprise IT support operations. This role is critical to delivering high-quality, responsive IT Support Services across one of our federal portfolios.

The primary purpose of this role is to oversee the daily operations of the incident management team, ensuring that all Operations and Maintenance (O&M) activities and user requests are resolved efficiently and in alignment with strict federal service level agreements (SLAs).

You will act as the champion for IT Service Management (ITSM) best practices, driving continuous improvement and user satisfaction.

Primary Responsibilities:

 * Help Desk Leadership: Direct and manage the daily activities of Tier 2, and Tier 3 Help Desk technicians, ensuring rapid response, accurate troubleshooting, and timely resolution of IT incidents and service requests.
 * ITSM & SLA Management: Oversee the end-to-end incident lifecycle using enterprise SaaS platforms such as Jira, ensuring all operations meet or exceed contractual SLAs and key performance indicators (KPIs).
 * Process Standardization: Enforce robust ITIL-based incident, problem, and change management processes that align strictly with our corporate quality standards, including ISO 20000 and CMMI-Svc Level 3.
 * Stakeholder Reporting: Develop and present comprehensive incident management reports, trend analyses, and root-cause analysis (RCA) findings to federal agency stakeholders and internal leadership to drive proactive service improvements.
 * Continuous Improvement & Automation: Identify opportunities to reduce ticket volumes and optimize workflows by integrating emerging technologies, such as Robotic Process Automation (RPA) or Artificial Intelligence (AI) chatbots, for Tier-0 self-service solutions.
 * Team Mentorship & Training: Build a high-performing support culture by providing ongoing technical training, customer service coaching, and performance evaluations for the incident management staff.