Help Desk Manager Consultant
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Job Location:
Newport News, VA - USA
Monthly Salary:
USD 85 - 120
Posted on:
6 hours ago
Vacancies:
1 Vacancy
Job Summary
Help Desk Manager Consultant
Contract Duration: 6 Month Contract
Location: Newport News VA
Work Arrangement: On-Site 100%
About Us
Endurance IT Services provides Managed IT Services Cybersecurity Solutions IT Consulting and IT Staffing for DirectHire ContracttoHire and Contract placements. We partner with organizations across the region to deliver highly skilled technical talent aligned with business needs and longterm growth.
Overview
We are seeking an IT Help Desk Manager Consultant that will serve as a senior-level advisor and strategic leader to enhance the performance and efficiency of a clients Help Desk operations.
This consulting role focuses on assessing existing processes establishing robust performance metrics and driving measurable improvements in service quality responsiveness and user satisfaction. Working closely with the existing Help Desk Manager the consultant will act as a mentor operational architect and change agent delivering actionable insights and sustainable improvements. The position demands a blend of technical expertise in IT service management strong leadership capabilities and a proven track record in transforming Help Desk environmentsparticularly within complex or public sector settings.
Responsibilities
- Develop and implement performance metrics KPIs and service-level objectives for the Help Desk.
- Establish standardized ticket-monitoring procedures escalation paths and workflow optimizations.
- Evaluate current tools platforms workflows and recommend strategic improvements.
- Conduct gap analysis of team skillsets processes and service delivery expectations.
- Create reporting dashboards for daily weekly and monthly performance tracking.
- Build accountability and oversight structures aligned with industry best practices.
- Provide coaching and guidance to the existing Help Desk Manager on operational leadership.
- Enhance end-user experience through improved communication service tracking and feedback mechanisms.
- Reduce ticket backlogs improve first call resolution rates and decrease response times.
- Recommend process automations knowledge base enhancements and workflow upgrades.
- Align Help Desk operations with ITIL and other recognized service management standards.
Requirements:
- 8 years of experience managing or consulting for IT Help Desks or Service Desks.
- Deep expertise in ticketing systems ITSM frameworks KPIs queue management and reporting.
- Proven ability to rapidly assess operations and deliver data-driven actionable recommendations.
- Demonstrated success in mentoring staff and improving customer satisfaction.
- Strong communication skills for presenting findings and recommendations to leadership.
- ITIL Certification (Foundation or higher) preferred.
- Prior experience in public sector or municipal government consulting is a plus.
- Track record of leading performance turnarounds in Help Desk environments.
Company Industry
IT Services and IT Consulting
Key Skills
- user account
- Active Directory
- Customer Service
- Information Technology
- desk support
- End user
- Project Management
- Phone Calls
- service levels agreement
- Desk Staff
- Ltil
- Procedures
- Setup
- hardware
- Technical Support
