Help Desk Manager

Raft

. Lead help desk operations, establish support priorities, and manage technical troubleshooting and escalation workflows .

Posted 10/19/2026full-timeRemote • Colorado • United StatesSeniorLead💰 $100,000 - $120,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates advanced troubleshooting skills in technical support, incident management, and service reliability practices, with a strong focus on improving system availability and reducing Mean Time to Repair. Provides technical guidance and training to both technical and non-technical users while collaborating effectively with engineering teams.

Highest-signal resume keywords

Advanced Troubleshooting SkillsTier II And Tier III Technical SupportIncident ManagementTechnical Support DocumentationSecret Clearance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportHelp Desk OperationsIncident ManagementRoot-Cause AnalysisProblem ManagementSystem Performance AnalysisNetwork TroubleshootingOperating SystemsEnterprise ApplicationsService Reliability Practices

Soft Skills

CommunicationMentorshipCollaborationProblem-SolvingTraining

Tools & Technologies

Ticketing SystemsKnowledge Management ToolsSupport ToolsOperational Best Practices

Certifications & Qualifications

Secret Clearance

Industry Keywords

DoDFederal EnvironmentsIT Service Management (ITSM)Service-Level AgreementsContinuous Process Improvement

Tech Stack

Tools & technologies

Cyber SecurityITSM

About the role

Key responsibilities & impact

Lead help desk operations, establish support priorities, and manage technical troubleshooting and escalation workflows
Provide advanced Tier II and Tier III technical support for complex hardware, software, networking, and platform-related issues
Diagnose and resolve technical incidents, outages, and system performance issues through remote troubleshooting and direct user support
Evaluate incident severity, complexity, and mission impact to determine prioritization and escalation paths
Collaborate with platform engineers, developers, and cybersecurity teams to troubleshoot recurring issues, identify root causes, and implement lasting solutions
Review system configurations, installations, and service changes to ensure successful deployment and production stability
Improve system availability and reduce Mean Time to Repair through proactive maintenance, incident analysis, and process improvements
Develop and maintain troubleshooting procedures, knowledge base documentation, support tools, and operational best practices
Provide technical guidance, mentorship, and training to help desk personnel and customers
Communicate incident status, technical risks, resolutions, and service improvements to customers, stakeholders, and leadership
Support continuous improvement initiatives involving support automation, incident management, and customer service delivery
Provide technical consultation and support for critical incidents outside normal business hours as needed

Requirements

What you’ll need

U.S. citizenship required for employment
All work must be conducted within the continental U.S.
Bachelor's degree with 2–4 years of relevant experience, Master's degree with 0–2 years, or high school diploma with 8–10 years of relevant experience
Demonstrated experience in technical support, help desk operations, IT service management, or related fields
Experience coordinating technical support teams, managing incident priorities, and overseeing escalation workflows
Advanced troubleshooting skills across computer hardware, operating systems, enterprise applications, and networking technologies
Experience providing Tier II and Tier III technical support for complex systems and production environments
Strong understanding of incident management, root-cause analysis, problem management, and service reliability practices
Experience with ticketing systems, knowledge management tools, and technical support documentation
Familiarity with IT service management (ITSM) principles, service-level agreements, and continuous process improvement
Ability to analyze complex technical problems, identify effective solutions, and coordinate resolution across multiple engineering teams
Experience supporting DoD, federal, or other regulated environments
Ability to provide technical guidance and training to technical and non-technical users
Secret clearance required

Benefits

Comp & perks

Fully covered healthcare, dental, and vision coverage
401(k) and company match
Take as you need PTO + 11 paid holidays
Education & training benefits
Generous Referral Bonuses
Highly competitive salary