Help Desk Manager
JOB OVERVIEW
JOB TITLE
Help Desk Manager
DIVISION/DEPARTMENT
IT
LOCATION
Remote
REPORTS TO:
Customer Experience and Innovation Manager
JOB SUMMARY
ARRO, Powered by ISF, is a mission-critical SaaS platform that streamlines operational efficiency for the National Guard. Our product is designed to handle large-scale deployments, real-time data processing, and secure communication. We’re a growing, innovative team focused on delivering top-tier user experiences, and we’re seeking a dedicated Help Desk Manager to lead our support function.As the Help Desk Manager, you will be responsible for overseeing the end-to-end technical support experience, ensuring timely and accurate resolution of client issues.
You’ll lead a team of support specialists, develop scalable processes, and collaborate closely with our product, development, and customer success teams to uphold a user-centric service standard. If you thrive on building high-performing teams, delivering exceptional customer outcomes, and driving continuous improvement, we’d love to hear from you
DUTIES & RESPONSIBILITIES
The Help Desk Manager will be skilled in and responsible for: Team Leadership & Development
- Recruit, train, and mentor a growing team of help desk specialists.
- Set and track performance goals, ensuring each team member delivers consistent, highh-quality support.
- Foster a culture of collaboration, accountability, and user-centered thinking.
Technical Support Operations
- Oversee daily help desk activities, ensuring prompt resolution of issues related to ARRO National Guard’s SaaS platform.
- Establish and enforce Service Level Agreements (SLAs) and key performance indicators (KPIs) for response and resolution times.
- Serve as the escalation point for complex or high-priority technical challenges.
Process Improvement & Documentation
- Implement best practices and standards in support workflows and troubleshooting guidelines.
- Gather and analyze support metrics to identify trends, recurring issues, and areas for improvement.
- Collaborate with product management and development teams to communicate user feedback and influence future enhancement
Client Engagement & Communication
- Maintain strong client relationships through proactive communication, ensuring users are informed about new features, product updates, and issue resolutions.
- Coordinate with onboarding teams to ensure a seamless, positive experience for new customers.
Tooling & Infrastructure
- Evaluate and maintain JIRA Service Management help desk platforms
- Recommend new tools or technologies that improve efficiency and user satisfaction.
- Oversee system integrations with other SaaS tools as needed for streamlined support operations.
EDUCATION & CERTIFICATIONS
- Bachelor's Degree in a technical field or equivalent work experience is preferred.
KNOWLEDGE & EXPERIENCE
- 3+ years of hands-on experience managing a help desk or technical support team in a SaaS environment.
- Strong leadership, coaching, and team-building skills.
- Proficiency in help desk software and ticketing system
- Excellent communication and conflict-resolution skills, with the ability to convey technical information to non-technical audiences.
- Demonstrated ability to set and meet performance metrics (SLAs, KPIs).
SKILLS & ABILITIES
- Experience supporting government, military, or other highly regulated environments.
- Familiarity with security compliance frameworks (e.g., FedRAMP, NIST, or similar).
- ITIL or other relevant certification
- Experience collaborating with product managers and developers to relay client feedback effectively
- Experience with JIRA Service Management and other products.
