Help Desk Manager

About the Organization

E2 Consulting Engineers, LP (E2) is a professional services firm established in 1988 specializing in a full spectrum of engineering services including, project engineering and design, federal base operations and infrastructure support services, gas pipeline construction and inspection services, environmental consulting and remediation, and information technology services. At E2, we value safety, innovation and collaboration, and we are dedicated to excellence.

Overview

The Help Desk Manager works in a Microsoft 365 environment to effectively lead a team of IT support staff, consistently serving the needs of business stakeholders.

Responsibilities

Collaboration

• Maintain clear communication with users, IT leadership, business stakeholders, vendors, and remote offices regarding service status, planned work, risks, and major incidents
• Participate in IT planning, budgeting, operational reporting, audits, and business continuity activities as assigned
• Partner with Infrastructure & Systems, Power Platform, and Security, Compliance & Governance teams to coordinate changes, resolve cross-functional issues, and improve the end-user technology experience

Oversight

• Develop and maintain help desk procedures, knowledge articles, troubleshooting standards, escalation paths, onboarding and offboarding checklists, and asset records
• Establish and monitor service-level expectations, including response time, resolution time, ticket aging, backlog, customer satisfaction, first-contact resolution, and reopen rates
• Promote compliance with company security requirements, access-control processes, software standards, data-handling practices, and incident-reporting procedures
• Review ticket trends and service data to identify recurring issues, capacity constraints, training needs, and opportunities for automation or process improvement

Staff Leadership

• Lead, coach, schedule, and develop help desk personnel while maintaining key performance indicators
• Oversee daily help desk operations, including ticket intake, prioritization, assignment, escalation, follow-up, and closure
• Oversee the deployment, configuration, replacement, and lifecycle management of Windows PCs using Microsoft Autopilot and related endpoint management processes
• Serve as the primary escalation point for complex, high-impact, or time-sensitive incidents and coordinate communication through resolution

Support

• Coordinate vendor support and technology purchasing related to help desk services, devices, peripherals, warranties, licensing, and repairs
• Ensure consistent support for Microsoft Teams, OneDrive for Business, Microsoft Office, SharePoint Online, Exchange Online, Microsoft Entra ID, Intune, and related collaboration services
• Ensure reliable support for mobile smart devices that access company systems, including configuration, connectivity, security compliance, and user assistance
• Provide hands-on support when needed and perform additional IT leadership or support duties as assigned

Qualifications

• Bachelor’s degree in information technology, computer science, business, or a related field preferred. Equivalent relevant experience may be considered
• 5 or more years of progressive help desk or end-user support experience, including at least four years in a supervisory or management capacity in Microsoft 365 environment
• Experience creating operational documentation, knowledge-base content, support procedures, and management reports
• Experience supporting mobile smart devices, remote users, office locations, and hybrid support workflows
• Hands-on experience with Microsoft Entra ID, Intune, endpoint administration, Windows support, and Microsoft Autopilot

Preferred

• ITIL, Microsoft, CompTIA, HDI, or related service-management and technical certifications

Core Competencies

• Service leadership and customer focus
• Team coaching and performance accountability
• Incident, request, problem, and escalation management
• Technical troubleshooting and sound decision-making
• Process improvement and data-driven management
• Clear communication and cross-functional collaboration
• Planning, prioritization, documentation, and follow-through

Benefits

E2 Consulting Engineers, LP offers an excellent benefits package including health, dental, vision, and life insurance, 401(k) with employer match, paid time off.

Wage Data Per State Requirements

Salary range for this position is $110,000 - $165,000.  The starting salary will be commensurate with skill, education, experience, and working environment.

Travel

This position requires travel to remote offices and project locations approximately once per month. Travel assignments may require up to three consecutive days away from the employee’s primary work location. (25%)

Local Candidates only

Solicitation

Please no solicitation of any kind from agencies, staffing, or recruiting firms.

EEO Statement

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Responsibilities

Collaboration
- Maintain clear communication with users, IT leadership, business stakeholders, vendors, and remote offices regarding service status, planned work, risks, and major incidents
- Participate in IT planning, budgeting, operational reporting, audits, and business continuity activities as assigned
- Partner with Infrastructure & Systems, Power Platform, and Security, Compliance & Governance teams to coordinate changes, resolve cross-functional issues, and improve the end-user technology experience
 
Oversight
- Develop and maintain help desk procedures, knowledge articles, troubleshooting standards, escalation paths, onboarding and offboarding checklists, and asset records
- Establish and monitor service-level expectations, including response time, resolution time, ticket aging, backlog, customer satisfaction, first-contact resolution, and reopen rates
- Promote compliance with company security requirements, access-control processes, software standards, data-handling practices, and incident-reporting procedures
- Review ticket trends and service data to identify recurring issues, capacity constraints, training needs, and opportunities for automation or process improvement
 
Staff Leadership
- Lead, coach, schedule, and develop help desk personnel while maintaining key performance indicators
- Oversee daily help desk operations, including ticket intake, prioritization, assignment, escalation, follow-up, and closure
- Oversee the deployment, configuration, replacement, and lifecycle management of Windows PCs using Microsoft Autopilot and related endpoint management processes
- Serve as the primary escalation point for complex, high-impact, or time-sensitive incidents and coordinate communication through resolution
 
Support
- Coordinate vendor support and technology purchasing related to help desk services, devices, peripherals, warranties, licensing, and repairs
- Ensure consistent support for Microsoft Teams, OneDrive for Business, Microsoft Office, SharePoint Online, Exchange Online, Microsoft Entra ID, Intune, and related collaboration services
- Ensure reliable support for mobile smart devices that access company systems, including configuration, connectivity, security compliance, and user assistance
- Provide hands-on support when needed and perform additional IT leadership or support duties as assigned