Call Center/Help Desk Manager

Help Desk Manager (BHAK)

Bowhead is seeking an experienced and customer-focused Help Desk Manager in Anchorage, AK to lead the delivery of enterprise IT services across our organization. This role is responsible for ensuring the consistent delivery of high-quality IT support, maintaining service excellence, and driving continuous improvement initiatives.

The ideal candidate is an experienced IT leader with a solid understanding of IT Service Management (ITSM), ITIL best practices, and enterprise infrastructure. They will oversee daily service operations, manage service desk performance, coordinate cross-functional technical teams, and ensure that IT services consistently meet business objectives and service-level expectations.

This position requires exceptional leadership, communication, and organizational skills, along with the ability to balance strategic planning with operational execution.

Service Delivery Leadership

• Lead the day-to-day delivery of enterprise IT services, ensuring high availability, responsiveness, and customer satisfaction.
• Ensure compliance with established Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and Key Performance Indicators (KPIs).
• Oversee incident, request, problem, change, and service fulfillment processes.

IT Service Management

• Champion ITIL best practices and promote process maturity across the organization.
• Drive continual service improvement (CSI) initiatives through data analysis, process optimization, and automation.
• Develop and maintain operational procedures and service documentation.

Team Leadership

• Provide leadership, mentoring, coaching, and professional development for Service Desk personnel and technical support staff.
• Coordinate activities across infrastructure, networking, systems administration, cybersecurity, vendors, and third-party service providers.
• Foster a culture focused on accountability, collaboration, and exceptional customer service.

Customer Management

• Serve as a liaison between IT and business leadership.
• Manage customer expectations and proactively resolve service-related issues.

Operational Excellence

• Analyze service metrics and trends to identify recurring issues and implement long-term corrective actions.
• Develop reporting dashboards and executive-level service performance summaries.
• Support disaster recovery planning, business continuity efforts, and operational readiness initiatives.

Project & Technology Enablement

• Partner with project teams to ensure successful transition of new technologies into production support.
• Support cloud transformation, infrastructure modernization, and digital workplace initiatives.
• Assist in IT budgeting, resource planning, and vendor management.

• Bachelor's degree in Information Technology, Computer Science, Business Information Systems, or related field (or equivalent experience).
• Five to ten (5-10) years of progressive experience in IT Service Management.
• ITIL 4 Foundation Certification
• Strong knowledge of:
  • Incident Management
  • Problem Management
  • Change Management
  • Request Fulfillment
  • Service Level Management
• Experience administering or managing enterprise IT Service Management (ITSM) platforms.
• Working knowledge of:
  • Microsoft 365
  • Azure
  • Active Directory
  • Windows Server
  • Enterprise networking concepts
  • Cloud services
• Excellent verbal, written, and presentation skills.
• Demonstrated ability to communicate technical issues to both technical and non-technical audiences.
• Strong analytical, organizational, and problem-solving abilities.

Preferred Qualifications

• Project Management Professional (PMP) certification.
• Experience supporting government, Department of Defense (DoD), or Alaska Native Corporation (ANC) environments.
• Familiarity with IT governance frameworks such as NIST or CMMC.

Desired Competencies

• Servant leadership
• Customer-first mindset
• Strategic thinking
• Operational excellence
• Continuous improvement
• Strong decision-making and prioritization
• Conflict resolution and negotiation
• Executive communication
• Vendor and contract management
• Process improvement and automation
• Change leadership

Physical Demands

• Ability to sit/stand for prolonged periods of time; confined to workstation.
• Ability to lift objects 25 or more pounds.
• Prolonged use of video display terminals.
• Travel from primary place of work.
• Deadlines that require a quick turnaround or demands for work product.
• Reach/relocate items above shoulder. 

SECURITY CLEARANCE REQUIREMENTS: There are currently no Security Clearance requirements for this position; however, candidates must be able to successfully pass a background check.  Due to the location of this work, US Citizenship is required.  Bowhead reserves the right to change this requirement if necessitated by business needs or contractual obligations. 

#LI-JR1