Help Desk Manager Consultant

Help Desk Manager Consultant

Contract Duration: 6 Month Contract

Location: Newport News, VA

Work Arrangement: On-Site 100%

About Us

Endurance IT Services provides Managed IT Services, Cybersecurity Solutions, IT Consulting, and IT Staffing for Direct‑Hire, Contract‑to‑Hire, and Contract placements. We partner with organizations across the region to deliver highly skilled technical talent aligned with business needs and long‑term growth.

Overview

We are seeking an IT Help Desk Manager Consultant that will serve as a senior-level advisor and strategic leader to enhance the performance and efficiency of a client’s Help Desk operations.

This consulting role focuses on assessing existing processes, establishing robust performance metrics, and driving measurable improvements in service quality, responsiveness, and user satisfaction. Working closely with the existing Help Desk Manager, the consultant will act as a mentor, operational architect, and change agent, delivering actionable insights and sustainable improvements. The position demands a blend of technical expertise in IT service management, strong leadership capabilities, and a proven track record in transforming Help Desk environments—particularly within complex or public sector settings.

Responsibilities

• Develop and implement performance metrics, KPIs, and service-level objectives for the Help Desk.
• Establish standardized ticket-monitoring procedures, escalation paths, and workflow optimizations.
• Evaluate current tools, platforms, workflows, and recommend strategic improvements.
• Conduct gap analysis of team skillsets, processes, and service delivery expectations.
• Create reporting dashboards for daily, weekly, and monthly performance tracking.
• Build accountability and oversight structures aligned with industry best practices.
• Provide coaching and guidance to the existing Help Desk Manager on operational leadership.
• Enhance end-user experience through improved communication, service tracking, and feedback mechanisms.
• Reduce ticket backlogs, improve first call resolution rates, and decrease response times.
• Recommend process automations, knowledge base enhancements, and workflow upgrades.
• Align Help Desk operations with ITIL and other recognized service management standards.

Requirements:

• 8+ years of experience managing or consulting for IT Help Desks or Service Desks.
• Deep expertise in ticketing systems, ITSM frameworks, KPIs, queue management, and reporting.
• Proven ability to rapidly assess operations and deliver data-driven, actionable recommendations.
• Demonstrated success in mentoring staff and improving customer satisfaction.
• Strong communication skills for presenting findings and recommendations to leadership.
• ITIL Certification (Foundation or higher) preferred.
• Prior experience in public sector or municipal government consulting is a plus.
• Track record of leading performance turnarounds in Help Desk environments.