Job Description

About TriVertex Solutions

TriVertex Solutions is a forward-thinking company delivering IT solutions to clients across the commercial and federal government sectors. With a strong foundation in technology and a commitment to agility, we help organizations solve complex challenges, scale effectively, and deliver on their missions. We bring a modern, solutions-oriented approach to every partnership - aligning with teams that value innovation, performance, and meaningful results.

We are currently seeking a highly organized and experienced Help Desk Manager to oversee the delivery of Tier 1 and Tier 2 support services on a federal project. The Help Desk Manager will lead a team of support technicians to ensure timely, accurate, and customer-focused IT assistance to end users while maintaining compliance with contract service level agreements (SLAs) and ITIL best practices. on a federal project.

Clearance: This position supports a federal contract and requires the ability to obtain a public trust clearance.

What You'll Do

• Supervise day-to-day operations of help desk support teams (Tier 1/Tier 2)
• Monitor ticket queues, ensuring timely resolution and SLA compliance
• Coordinate escalations with Tier 3 and engineering teams
• Develop and enforce help desk policies, procedures, and knowledge base documentation
• Produce weekly/monthly performance reports and dashboards for government stakeholders
• Manage staffing schedules, training plans, and quality assurance
• Act as the primary point of contact for the client on all help desk matters
• Lead continuous service improvement efforts
• Maintain asset tracking and software inventory in alignment with agency policy

What You Bring

• Bachelor's degree in a relevant field such as Information Technology or Computer Science, or equivalent hands-on experience.

• At least seven years of experience providing IT support, with a minimum of two years in a lead or management role overseeing help desk operations.

• Strong working knowledge of tools like ServiceNow, Remedy, or Jira, along with experience managing Active Directory and remote desktop support platforms.

• ITIL v4 Foundation certification is required; additional certifications such as CompTIA A+, Security+, or HDI Support Center Manager are a plus.

• Clear, confident communication skills with the ability to effectively interact with both technical teams and federal stakeholders.

• Prior experience supporting IT help desk services in a federal agency environment is strongly preferred.

Why Join TriVertex Solutions

• Be part of a forward-thinking company that values innovation, agility, and real-world impact
• Work in a collaborative environment where your ideas and contributions matter
• Enjoy a flexible, remote-friendly culture built on trust and accountability
• Grow your career with opportunities to take on meaningful, challenging projects
• Receive a competitive compensation package that reflects your skills and experience

TriVertex Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

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