{"absolute_url":"https://job-boards.greenhouse.io/veterans/jobs/8558469002","data_compliance":[{"type":"gdpr","requires_consent":false,"requires_processing_consent":false,"requires_retention_consent":false,"retention_period":null,"demographic_data_consent_applies":false}],"education":"education_required","internal_job_id":6418054002,"location":{"name":"Herndon, VA"},"metadata":[{"id":4102739002,"name":"Clearance Level","value":["Top Secret/SCI"],"value_type":"multi_select"}],"id":8558469002,"updated_at":"2026-08-17T15:24:15-04:00","requisition_id":"4099","title":"IT Help Desk Manager","company_name":"IntelliDyne Jobs for Veterans","first_published":"2026-05-20T14:13:57-04:00","language":"en","application_deadline":null,"content":"\u0026lt;p style=\u0026quot;text-align: center;\u0026quot;\u0026gt;\u0026lt;strong\u0026gt;IT Help Desk Manager\u0026lt;/strong\u0026gt;\u0026lt;/p\u0026gt;\n\u0026lt;p\u0026gt;\u0026lt;strong\u0026gt;Location:\u0026lt;/strong\u0026gt; Herndon, VA (100% Onsite)\u0026lt;/p\u0026gt;\n\u0026lt;p\u0026gt;\u0026lt;strong\u0026gt;Clearance:\u0026lt;/strong\u0026gt; Active Secret or higher\u0026lt;/p\u0026gt;\n\u0026lt;p\u0026gt;\u0026lt;strong\u0026gt;Status:\u0026lt;/strong\u0026gt; Exempt\u0026lt;/p\u0026gt;\n\u0026lt;p\u0026gt;\u0026amp;nbsp;\u0026lt;/p\u0026gt;\n\u0026lt;p\u0026gt;\u0026lt;strong\u0026gt;About This Role\u0026lt;/strong\u0026gt;\u0026lt;/p\u0026gt;\n\u0026lt;p\u0026gt;The IT Help Desk Manager is responsible for leading and supporting a team of 10–15 Tier 1 help desk agents in a fast-paced service delivery environment. This position ensures high-quality customer service, timely incident resolution, and continuous improvement of help desk operations. The Manager oversees daily queue management, agent performance, training, and alignment with IT service management (ITSM) standards.\u0026lt;/p\u0026gt;\n\u0026lt;p\u0026gt;\u0026lt;strong\u0026gt;\u0026amp;nbsp;\u0026lt;/strong\u0026gt;\u0026lt;/p\u0026gt;\n\u0026lt;p\u0026gt;\u0026lt;strong\u0026gt;Responsibilities\u0026lt;/strong\u0026gt;\u0026lt;/p\u0026gt;\n\u0026lt;p\u0026gt;Team Leadership \u0026amp;amp; Supervision\u0026lt;/p\u0026gt;\n\u0026lt;ul\u0026gt;\n\u0026lt;li\u0026gt;Manage, mentor, and develop a team of 10–15 Tier 1 agents, promoting a positive and productive work environment.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Schedule staff to ensure appropriate coverage across operating hours.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Conduct regular one-on-ones, team meetings, and performance evaluations.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Provide coaching, remedial training, and escalation support as needed.\u0026lt;/li\u0026gt;\n\u0026lt;/ul\u0026gt;\n\u0026lt;p\u0026gt;Operational Management\u0026lt;/p\u0026gt;\n\u0026lt;ul\u0026gt;\n\u0026lt;li\u0026gt;Oversee Tier 1 ticket queues to ensure SLAs and KPIs are consistently met or exceeded.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Monitor ticket volume, trends, and service quality to identify operational improvements.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Ensure proper documentation, categorization, and prioritization of all incidents and requests.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Coordinate escalations to Tier 2/3 teams following established workflows.\u0026lt;/li\u0026gt;\n\u0026lt;/ul\u0026gt;\n\u0026lt;p\u0026gt;Customer Service \u0026amp;amp; Quality Assurance\u0026lt;/p\u0026gt;\n\u0026lt;ul\u0026gt;\n\u0026lt;li\u0026gt;Maintain a customer-first culture across the help desk.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Handle complex or escalated customer issues with professionalism and urgency.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Review ticket quality and customer satisfaction results, implementing process improvements where needed.\u0026lt;/li\u0026gt;\n\u0026lt;/ul\u0026gt;\n\u0026lt;p\u0026gt;Training \u0026amp;amp; Development\u0026lt;/p\u0026gt;\n\u0026lt;ul\u0026gt;\n\u0026lt;li\u0026gt;Onboard new team members and provide ongoing training in tools, processes, and customer service best practices.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Maintain up-to-date knowledge base articles, scripts, and troubleshooting guides.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Identify skill gaps and develop targeted training plans.\u0026lt;/li\u0026gt;\n\u0026lt;/ul\u0026gt;\n\u0026lt;p\u0026gt;Reporting \u0026amp;amp; Continuous Improvement\u0026lt;/p\u0026gt;\n\u0026lt;ul\u0026gt;\n\u0026lt;li\u0026gt;Generate regular performance reports on KPIs (first-call resolution, SLA compliance, CSAT scores, etc.).\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Participate in ITSM process improvement initiatives and cross-team coordination efforts.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Recommend changes to improve service delivery, workflows, and technical proficiency across the team.\u0026lt;/li\u0026gt;\n\u0026lt;/ul\u0026gt;\n\u0026lt;p\u0026gt;\u0026lt;strong\u0026gt;\u0026amp;nbsp;\u0026lt;/strong\u0026gt;\u0026lt;/p\u0026gt;\n\u0026lt;p\u0026gt;\u0026lt;strong\u0026gt;Required Qualifications \u0026lt;/strong\u0026gt;\u0026lt;/p\u0026gt;\n\u0026lt;ul\u0026gt;\n\u0026lt;li\u0026gt;5-10 years of experience in an IT support environment, with at least 1–2 years in a supervisory or lead role.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Strong understanding of Tier 1 support operations, troubleshooting techniques, and IT service workflows.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Experience with ITSM ticketing systems (e.g., ServiceNow, Cherwell, Jira Service Management, Remedy).\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Excellent interpersonal, communication, and conflict-management skills.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Ability to analyze metrics and drive performance improvements.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Working knowledge of Windows operating systems, Office 365, basic networking, and common enterprise applications.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Active Secret clearance or higher.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;HDI Certification (e.g., Support Center Manager or Desktop Support Manager)\u0026lt;/li\u0026gt;\n\u0026lt;/ul\u0026gt;\n\u0026lt;p\u0026gt;\u0026lt;strong\u0026gt;\u0026amp;nbsp;\u0026lt;/strong\u0026gt;\u0026lt;/p\u0026gt;\n\u0026lt;p\u0026gt;\u0026lt;strong\u0026gt;Preferred Qualifications \u0026lt;/strong\u0026gt;\u0026lt;/p\u0026gt;\n\u0026lt;ul\u0026gt;\n\u0026lt;li\u0026gt;ITIL Foundation certification.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;MCP, MCSA or MCSE certifications.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Experience supporting enterprise or government environments.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Knowledge of SLA management and service desk best practices.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Experience leading teams of 10+ employees in a high-volume support environment.\u0026lt;/li\u0026gt;\n\u0026lt;/ul\u0026gt;\n\u0026lt;p\u0026gt;\u0026amp;nbsp;\u0026lt;/p\u0026gt;\n\u0026lt;p\u0026gt;\u0026lt;strong\u0026gt;About Us\u0026lt;/strong\u0026gt;\u0026lt;/p\u0026gt;\n\u0026lt;p\u0026gt;IntelliDyne, LLC empowers government organizations through the delivery of quality, mission-aligned services and innovative, people-first IT solutions. IntelliDyne has earned the designation of a Top Workplace by providing an inclusive and supportive environment where employees have a voice and are challenged to provide innovative solutions to our clients of national, state, and local importance.\u0026lt;/p\u0026gt;\n\u0026lt;p\u0026gt;For individuals with disabilities who would like to request an accommodation, please contact staffing@intellidyne-llc.com or 703-575-9715.\u0026lt;/p\u0026gt;\n\u0026lt;p\u0026gt;\u0026amp;nbsp;\u0026lt;/p\u0026gt;","departments":[{"id":4022038002,"name":"Program Management \u0026 Operations","child_ids":[],"parent_id":null}],"offices":[{"id":4129057002,"name":"DC - DOJ CIV IT","location":"Washington, District of Columbia, United States","child_ids":[],"parent_id":null}],"ai_disclaimer":null,"include_ai_disclaimer":null,"ai_opt_out_request_url":null}