Job Description

This role is a highly managerial position focused on leading the Help Desk, overseeing day to day operations, and ensuring that all support activities are executed with consistency, quality, and accountability. The position requires a confident leader who can manage people, processes, and performance at a high standard.

Minimum Qulifications:

• Minimum of five years of hands-on help desk support experience.
• Minimum of three years of experience in a managerial role overseeing Help Desk or IT operations, with five years preferred.
• ServiceNow ITSM and ServiceNow platform experience preferred.
• Experience working within ITIL frameworks and applying IT service management best practices in a Help Desk or IT operations environment.

Primary Job Functions:

Leadership and Operational Oversight

• Provides full management and oversight of daily ticket volume, including prioritization, assignment, distribution of work, and overall workflow coordination.
• Serves as the primary escalation point for technician issues, ticket quality, ticket status, complex requests, and critical incidents.
• Oversees delegated tasks and Help Desk projects from initiation through completion and ensures accountability, timely delivery, and quality outcomes.
• Leads regular Help Desk performance meetings and guides staff on workload management, escalation procedures, and resolution quality.
• Ensures adherence to Help Desk procedures and verifies that team members maintain professionalism, accuracy, and high quality service.
• Reviews technician performance, timesheets, surveys, and work output and provides coaching, praise, or corrective feedback as appropriate.

Service Delivery Management

• Ensures service delivery processes align with ITIL best practices, including incident management, request fulfillment, change coordination, and continuous service improvement.
• Oversees urgent requests, overdue tickets, new hire setups, terminations, audit requests, and complex issues to ensure timely and accurate completion and compliance with required approvals.
• Ensures computer, software, and account setups are validated for accuracy, compliance, and alignment with organizational standards.
• Acts as liaison between the Help Desk and all business units to maintain clear communication and proper alignment of support needs.
• Documents and oversees SLAs between the Help Desk and business units to ensure expectations are clearly defined and maintained.
• Gathers, analyzes, and reports performance metrics, identifies new measurement areas, and recommends improvements based on operational data.

Process Improvement and Quality Assurance

• Identifies opportunities to improve Help Desk procedures, workflows, and overall operational efficiency.
• Develops and maintains documentation, knowledge articles, and process guides to support consistent and effective operations.

Technical and System Administration

• Oversees administration and support of software, workstations, and computing environments across the business.
• Manages the process for creating and maintaining computer images and deployment packages for hardware and system rollouts.
• Manages the process for identifying and deploying software updates, security remediations, solutions, and software removal.
• Maintains accurate hardware and software inventories and ensures asset information remains up to date.

Compliance and Audit Participation

• Participates in SOX, PCI, and due diligence audits and prepares required documentation to ensure compliance with regulatory standards.
• Ensures Help Desk operations follow all internal policies, security requirements, and compliance obligations.

The above cited duties and responsibilities describe the general nature and level of work performed by people assigned to the job. They are not intended to be an exhaustive list of all the duties and responsibilities that an incumbent may be expected or asked to perform

Additional Information:

Full benefit package including medical, dental, life, vision, company paid short/long term disability, 401(k), tuition assistance and more

Recruitment Updates
Fortegra has recently been made aware of unauthorized communications regarding career opportunities by individuals not associated with Fortegra or our recruitment team. Fortegra will only contact you from the Fortegra domain address (@fortegra.com). If you receive a message from someone posing as a Fortegra recruiter via text message, WhatsApp, Telegram or other messaging platform, please report it as phishing and block the sender.

Please be aware of job fraud(s) – all correspondence emails regarding your candidacy will come from our Fortegra.com email address. Thank you.

Fortegra is not accepting unsolicited resumes from search firms for this position.

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