NOTE: This key position is for a proposal effort that should be awarded by mid-November. The candidate must live in Wyoming within 30 minutes of the following ZIP code (82901). All resumes are due to TriTech by 10/16/2026 at noon.
TriTech Enterprise Systems is seeking a "Help Desk Manager" to oversee an organization’s IT support team, managing ticket queues, SLAs, staff performance, and daily support operations.
Duties:
Lead a 365/24/7 service
Leads the team responsible for resolving end‑user technical issues across desktops, software, network access, and business applications.
Oversees ticketing queues, SLA performance, escalation procedures, and staff scheduling.
Manages daily support operations, ensuring fast and reliable service for users.
Daily Responsibilities:
Morning: Review overnight tickets, check SLA/KPI dashboards, run team standups.
Midday: Monitor live performance, handle escalations, manage incidents.
Ongoing: Communicate with stakeholders, optimize processes, and support team development.
Required Skills and Qualifications:
Education: Bachelor’s degree in IT, Computer Science, or related field; or an associate degree with 5+ years of experience.
Experience: 3–5 years in IT support plus 2+ years in leadership.
Certifications: ITIL 4 Foundation, HDI Support Center Manager, CompTIA A+, Microsoft 365.
Core Skills: People management, incident management, SLA oversight, communication, and operational discipline.
TriTech is an equal opportunity employer.
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Numbers & Facts
Location
Rock Springs, WY
Job Type
Full-time
Website
http://www.tritechenterprise.com/
Skills
Business Solutionsunmatched
CompTIA A+unmatched
Computer Scienceunmatched
Customer Escalationsunmatched
Customer Support/Serviceunmatched
Desktop PCunmatched
IT Service Management (ITSM)unmatched
ITIL (IT Infrastructure Library)unmatched
Incident Managementunmatched
Information Technology & Information Systemsunmatched
Leadershipunmatched
Microsoft Product Familyunmatched
Operational Communicationsunmatched
Operational Supportunmatched
Operationsunmatched
Operations Managementunmatched
People Managementunmatched
Performance Analysisunmatched
Performance Metricsunmatched
Process Improvementunmatched
Reporting Dashboardsunmatched
Service Level Agreement (SLA)unmatched
Team Buildingunmatched
Team Lead/Managerunmatched
Technical Supportunmatched
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