Tenacity Solutions LLC

Compensation

Full Description

Overview An IT Help Desk Manager is needed to lead an enterprise support team within a multi-server environment. This role focuses on team leadership, support operations oversight, performance optimization, and escalation management. Responsibilities • Lead and manage help desk teams responsible for phone/in-person technical support. • Oversee ticket management, escalation procedures, and resolution timelines. • Ensure adherence to performance metrics and service level expectations. • Train and mentor support staff on technical troubleshooting and customer service. • Coordinate with network, systems, and application teams to resolve recurring issues. • Track key support trends and recommend process improvements. • Ensure consistent end-user satisfaction and accountability in service delivery. Required Qualifications • Bachelor’s degree in Computer Science, Information Systems, Engineering, Business, or related field (OR 3+ additional years of experience in lieu of degree). • 7+ years managing IT support/help desk operations in an enterprise or multi-server environment. • Strong understanding of Windows-based systems, networking basics, and email services. • Proven experience leading IT support personnel or service desk teams. • Strong communication and escalation leadership skills. • Ability to pass a standard employment/government background check. Preferred Experience • Experience supporting user bases of 300+ users. • Familiarity with ITIL-based service operations or KPI-driven service metrics. Work Setting • Onsite in Annapolis, MD. • Hybrid option may be considered after successful performance. Apply if you are a people-focused IT support leader who drives results, accountability, and customer-focused service delivery. Company DescriptionTenacity Solutions, LLC (Tenacity) is a Service-Disabled Veteran Owned Small Business (SDVOSB) founded by our CEO, Gabriel Brown, CAPT, USN (Ret). Tenacity is an innovative company, leveraging talent, skill, and knowledge with cutting-edge and proven practices to deliver solutions and products that exceed customers’ requirements and surpasses their expectations. Tenacity immediately has become a leading technology and management solutions provider with a mission to advance healthcare services for specialized populations including Veterans and their families. Headquartered in North, Bethesda, Maryland (DMV), our talented resources are located across the United States. We bring diverse talent to design solutions that help customers with their greatest challenges.