Brown and Caldwell · 8 hours ago
Help Desk Manager
United States
Full-time
Remote
Senior Level, Lead/Staff
$97K/yr - $132K/yr
8+ years expBrown and Caldwell is a full-service environmental engineering and construction firm, and they are seeking a Help Desk Manager to oversee daily operations for Help Desk Tiers 1-2. This role involves leading a team of analysts, managing ticket resolution, and ensuring customer satisfaction while adapting to evolving business needs.
Construction
Responsibilities
Manage and oversee daily operations and performance of Help Desk Tiers 1-2, ensuring high-quality ticket resolution and adherence to KPIs and SLAs
Lead, develop, and mentor a team of Help Desk Analysts, fostering a collaborative and high-performing remote work environment
Serve as the executive point of contact for technical support and troubleshooting, including escalation and incident management
Ensure exceptional customer experience by integrating customer satisfaction objectives into team goals and gathering feedback for continuous improvement
Coordinate and communicate with Digital Services, project teams, and Tier 3-4 engineers to resolve issues, implement changes, and support projects
Maintain up-to-date documentation, knowledgebase articles, and training programs for end-users and Service Desk staff to enhance self-sufficiency and support readiness
Track, analyze, and report on Service Desk incidents, trends, and team productivity to identify opportunities for improvement and inform leadership
Oversee service request response, classification, prioritization, and escalation protocols, ensuring effective incident, problem, and change management
Develop, enforce, and communicate policies, procedures, and best practices related to Help Desk operations and incident management
Align team and individual objectives with enterprise goals, evaluating progress and promoting accountability, engagement, and growth
Build and maintain long-term relationships with internal customers, understanding their operational needs to deliver effective solutions
Implement and continually improve ITSM practices to align with industry best standards for service management and operational excellence
Adapt to evolving business needs by taking on special projects and additional assignments as required
Qualification
Required
Minimum of 8 years related work experience in IT or related field
Experience in a high operational call center, Help Desk, or network operations center (NOC) is required
Experience with data gathering, statistical analysis, and reporting of metrics (e.g., KRIs, KPIs) for Digital Services operations is required
Experience implementing and maintaining an ITSM platform required
Experience with desktop support, network connectivity, computer operating systems, mobile devices, desktop hardware, and software applications is required
A bachelor's degree in IT or related field or equivalent experience and/or certifications is required
ITIL Foundations certification is required
Demonstrated leadership and people management experience, including coaching, team development, and empowerment
Proven ability to effectively manage and lead a Service Desk team, balancing daily operations, people management, and project work
Strong written and verbal communication skills, with experience collaborating with executive-level leadership and communicating with users
Strong technology troubleshooting skills and ability to support executive-level technology challenges
Proven ability to communicate with C-Suite Level Executives
Extensive technical expertise in desktop hardware and software, networking solutions, ITSM platforms
Highly proficient in Microsoft 365
Experience in ticket management and major incident management at an enterprise scale
Strong project management and change management skills, with proficiency in execution and adapting to direction
Proven track record of implementing ITSM and Enterprise Ticketing systems, as well as ITIL Foundations and Service Desk best practices
Demonstrated understanding of effective Information Technology Service Management (ITSM) and IT Change Management best practices
Ability to handle challenging requests and high ticket volume while maintaining high customer service standards
Capable of working independently in a primarily virtual environment
Company
Brown and Caldwell
Brown and Caldwell is the largest engineering consulting firm solely focused on the U.S. environmental sector.
1001-5000 employees
H1B Sponsorship
Brown and Caldwell has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (8)
2024 (11)
2023 (5)
2022 (7)
2021 (7)
2020 (1)
Funding
Current Stage
Late StageTotal Funding
$0.65MKey Investors
Water Research Foundation
2025-01-09Grant· $0.65M
Leadership Team
Stuart Henshall
Chief Financial Officer
Euan Finlay
President and Chief Operating Officer
Recent News
MarketScreener
2025-12-26
2025-12-26
Company data provided by crunchbase