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.

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