Overview:
Help Desk Manager (BHAK)
Bowhead is seeking an experienced and customer-focused Help Desk Manager in Anchorage, AK to lead the delivery of enterprise IT services across our organization. This role is responsible for ensuring the consistent delivery of high-quality IT support, maintaining service excellence, and driving continuous improvement initiatives.
The ideal candidate is an experienced IT leader with a solid understanding of IT Service Management (ITSM), ITIL best practices, and enterprise infrastructure. They will oversee daily service operations, manage service desk performance, coordinate cross-functional technical teams, and ensure that IT services consistently meet business objectives and service-level expectations.
This position requires exceptional leadership, communication, and organizational skills, along with the ability to balance strategic planning with operational execution.
Responsibilities:
Service Delivery Leadership
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Lead the day-to-day delivery of enterprise IT services, ensuring high availability, responsiveness, and customer satisfaction.
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Ensure compliance with established Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and Key Performance Indicators (KPIs).
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Oversee incident, request, problem, change, and service fulfillment processes.
IT Service Management
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Champion ITIL best practices and promote process maturity across the organization.
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Drive continual service improvement (CSI) initiatives through data analysis, process optimization, and automation.
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Develop and maintain operational procedures and service documentation.
Team Leadership
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Provide leadership, mentoring, coaching, and professional development for Service Desk personnel and technical support staff.
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Coordinate activities across infrastructure, networking, systems administration, cybersecurity, vendors, and third-party service providers.
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Foster a culture focused on accountability, collaboration, and exceptional customer service.
Customer Management
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Serve as a liaison between IT and business leadership.
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Manage customer expectations and proactively resolve service-related issues.
Operational Excellence
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Analyze service metrics and trends to identify recurring issues and implement long-term corrective actions.
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Develop reporting dashboards and executive-level service performance summaries.
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Support disaster recovery planning, business continuity efforts, and operational readiness initiatives.
Project & Technology Enablement
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Partner with project teams to ensure successful transition of new technologies into production support.
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Support cloud transformation, infrastructure modernization, and digital workplace initiatives.
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Assist in IT budgeting, resource planning, and vendor management.
Qualifications:
- Bachelor's degree in Information Technology, Computer Science, Business Information Systems, or related field (or equivalent experience).
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Five to ten (5-10) years of progressive experience in IT Service Management.
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ITIL 4 Foundation Certification
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Strong knowledge of:
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Incident Management
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Problem Management
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Change Management
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Request Fulfillment
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Service Level Management
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Experience administering or managing enterprise IT Service Management (ITSM) platforms.
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Working knowledge of:
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Microsoft 365
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Azure
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Active Directory
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Windows Server
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Enterprise networking concepts
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Cloud services
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Excellent verbal, written, and presentation skills.
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Demonstrated ability to communicate technical issues to both technical and non-technical audiences.
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Strong analytical, organizational, and problem-solving abilities.
Preferred Qualifications
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Project Management Professional (PMP) certification.
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Experience supporting government, Department of Defense (DoD), or Alaska Native Corporation (ANC) environments.
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Familiarity with IT governance frameworks such as NIST or CMMC.
Desired Competencies
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Servant leadership
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Customer-first mindset
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Strategic thinking
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Operational excellence
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Continuous improvement
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Strong decision-making and prioritization
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Conflict resolution and negotiation
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Executive communication
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Vendor and contract management
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Process improvement and automation
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Change leadership
Physical Demands
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Ability to sit/stand for prolonged periods of time; confined to workstation.
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Ability to lift objects 25 or more pounds.
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Prolonged use of video display terminals.
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Travel from primary place of work.
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Deadlines that require a quick turnaround or demands for work product.
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Reach/relocate items above shoulder.
SECURITY CLEARANCE REQUIREMENTS: There are currently no Security Clearance requirements for this position; however, candidates must be able to successfully pass a background check. Due to the location of this work, US Citizenship is required. Bowhead reserves the right to change this requirement if necessitated by business needs or contractual obligations.
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