Help Desk Manager, open to remote | 762592

Revel IT

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Reference: 762592
The Help Desk Manager in this contract opening with our Boston, MA client, will be responsible for the day-to-day operations of the help desk. This role is critical to the success of the service level of IT.  With a keen sense of KPI, management, technical skills and logistics, the successful candidate will be able to provide a no hassle end-user experience that is secure, managed and purpose fit in a geographical diverse environment. 

**Open to remote**


  • 3+ years managing an ITSM environment – preferably ServiceNow
  • 3+ years relevant experience in a mid-large size organization (+500 users) on help desk
  • 3 + years of ITIL or similar framework experience
  • 1+ years leading demonstrable high-performance team of help desk engineers
  • Bachelor’s degree in IT or related experience
  • Prior experience coordinating organization moves and/or facility startups and facility de-commissioning
  • Microsoft Active Directory group policies and identity management best practices
  • Laptop/Desktop hardware
  • ITSM expert
  • Intuitive troubleshooting skills for both hardware and software
  • Able to portray confidence and empathy for users displaying strong emotional intelligence
  • Familiar and practicing ITIL or similar framework
  • Able to translate the technical to non-technical users
  • Visualize data and metrics for continual improvement
  • Exceptional multi-tasking skills. Ability to organize and execute on multiple high priority tasks simultaneously 

  • Under leadership of Director of Digital Solutions Operations develop standards, roadmap and continual improvement to improving the end-user experience with Help Desk
  • Maintain a user satisfaction of 90% reviewed by surveys
  • Ensure all SLA’s are met on a daily, weekly, monthly basis
  • Serve as technical lead for help desk solving and training staff on more difficult tickets
  • Communicate and present to IT leadership on Help Desk metrics, improvements, and deficiencies
  • Challenge established thinking and processes, discover new ways of approaching and providing solutions
  • Develop 3-6-month strategic roadmaps for improvements and execute them to on time and on budget
  • Ensure Knowledge Base documents are accurate and relevant to enable help desk staff to quickly solve problems
  • Manage support vendor providing 24/7 tier 1
  • Maintain updated and documented system inventory, relationships, and otherwise as required through documentation and change control policies
  • Assure compliance to standards within KNA through reporting, metrics and audits
  • Proactively communicates and engages with end-user community to understand the overall experience and areas of improvement
  • Follow developed Digital Solutions Department and client policies including but not limited to documentation and change control
  • Stay abreast of Best Practices within practice area
  • Identify and propose actions to mitigate problem trends
  • Perform other duties as requested.
  • Understand and ensure compliance with Client contracts as is pertinent.
  • Ensure policies and procedures are adhered to in operations of IT environment.

Revel IT (formerly known as Fast Switch) is one of the fastest-growing, privately held, IT Staffing companies in the nation. Our client base includes 32% of the Fortune 25. We have major offices in Dublin, OH, Phoenix, AZ, Los Angeles, CA, and Austin, TX and are rapidly expanding into new markets from coast to coast.

  • In addition to standard health and 401k benefits, we offer referral bonuses and training/continuing education opportunities.
  • 5-year client retention: 99%
  • No. 1 supplier with customers: 53%
  • Top 3 supplier with customers: 77%
  • Consultant retention: 94%

Revel IT is an Equal Opportunity Employer. Revel IT does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.  


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