Help Desk Operations Manager

Kinetic Infrastructure Group – Help Desk Operations Manager

Compensation: Based on experience

Location: Huntsville, AL & Hartselle, AL (this role will be on-site and will work out of both offices)

We are proud to be an equal opportunity employer. Military veterans, transitioning service members, and military spouses are strongly encouraged to apply.

Kinetic Infrastructure Group (KIG) is a multi-entity organization providing infrastructure services across five business entities: Magnolia River Services (MRS), SGC Power Engineering, Surview Field Services (SFS), and Storti Quality Services (SQS). The IT department supports approximately 1,000 users across multiple office locations and a distributed field workforce.

KIG maintains ISO 27001 certification and operates in a Microsoft 365 environment with Fresh Service as its IT Service Management (ITSM) platform. The IT department has invested in an automation platform that handles ticket triage, SLA monitoring, asset management, and performance reporting — reducing manual workload and providing real-time operational visibility.

The Help Desk Operations Manager leads the daily operations of the IT help desk, ensuring timely and effective technical support for all employees. This role is responsible for ticket workflow management, SLA compliance, team scheduling, performance management, asset lifecycle coordination, and new hire onboarding readiness.

Duties and Responsibilities:

• Conduct 1-on-1s, performance reviews, and career development discussions.
• Lead hiring, disciplinary actions, and help desk team structure.
• Establish and enforce standards for ticket quality, SLAs, documentation, and customer service.
• Foster a culture of accountability, collaboration, and continuous improvement.
• Manage help desk staffing, including business-hours coverage and on-call rotations.
• Oversee ticket operations, ensuring timely response, resolution, workload balance, and escalation management.
• Monitor and address ticket trends, bottlenecks, aging issues, and recurring problems.
• Ensure tickets are properly categorized, documented, resolved, and confirmed with end users.
• Produce and present operational metrics, SLA performance, and trend reports for IT leadership.
• Manage the full ticket lifecycle from intake through customer satisfaction.
• Coordinate onboarding and offboarding activities, including accounts, access, and hardware management.
• Partner with the IT Inventory Specialist to maintain accurate asset and CMDB records.
• Maintain the IT knowledge base and develop standard operating procedures.
• Leverage reporting and automation tools to monitor performance and drive process improvements.
• Identify opportunities to reduce ticket volume through training, self-service, automation, and user education.
• Manage technical training and skill development for help desk staff.
• Collaborate with Cyber Security, Infrastructure, HR, and business leaders on initiatives impacting end-user services.
• Represent the help desk in IT planning, capacity management, and service improvement discussions.
• Support IT aspects of acquisitions, divestitures, tenant migrations, and other organizational transitions.

Knowledge, Skills, and Abilities:

• Demonstrated proficiency with ITSM platforms (Fresh Service, ServiceNow, Jira Service Management, or equivalent).
• Strong understanding of ITIL fundamentals — incident management, request fulfillment, SLA management, and knowledge management.
• Thorough understanding of SLA compliance and using ticket data to drive operational decisions.
• Familiarity with endpoint management tools (Automox, CrowdStrike, or similar MDM/EDR platforms).
• Proficiency with Microsoft 365 administration (Azure AD/Entra ID, Exchange Online, Teams, Intune).
• Proficiency with Active Directory, group policy, and hybrid identity environments.
  • Excellent customer service skills.
• Strong interpersonal and communication (oral and written) skills and ability to effectively communicate with teams across the entire organization.
• Excellent leadership and decision-making skills
  • Proven ability to manage performance, have difficult conversations, and hold a team accountable to measurable standards
  • Ability to maintain confidentiality.
  • Ability to perform in a detail-oriented environment with a high level of accuracy.
  • Ability to organize, prioritize, and perform multiple work assignments simultaneously.

Education and Experience:

• Associate's degree in Information Technology, Computer Science, Information Systems, or a related field plus a minimum of five (5) years of experience working in IT operations OR an equivalent combination of education and experience.
• Demonstrated experience supervising a team.
• Experience supporting a multi-entity or multi-site organization (500+ users).
• Experience with IT asset lifecycle management — procurement, deployment, tracking, and disposal.
• ITIL Foundation certification or equivalent is preferred
• Experience with ISO 27001 or SOC 2 compliance requirements is preferred.
• Exposure to automation and scripting (PowerShell, basic API integrations) is preferred.
• CompTIA A+, Network+, or Security+ certification is preferred.

 Additional:

• Must possess a valid driver’s license and clean driving record.

Physical Demands:

Duties are performed in an office environment. 

• Must be able to remain in a stationary position at least 50% of the time.
• The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
• Constantly operates a computer and other office productivity machinery
• The person in this position frequently communicates with co-workers and clients. Must be able to exchange accurate information.

Disclaimer:

• Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time
• This description reflects management’s assignment of essential functions, it does not proscribe or restrict the tasks that may be assigned
• This job description is subject to change at any time.
• Travel is expected to be about 20%.