Customer Support Director – Hybrid Leader (DC)

IntelliDyne Jobs for Veterans; Washington (District of Columbia); Hybrid; USD 130,000 - 170,000; Full time

Benefits offered by this job

Competitive salary

Performance bonus

Professional development

Collaborative environment

Job summary

IntelliDyne, LLC is seeking a Director of Customer Support in Washington, DC. The role provides strategic leadership for Help Desk, Deskside, Asset Management, AV, and Copy/Print teams, ensuring high-quality, efficient end-user support and continuous improvement across channels.

You will vet technical solutions with engineering and solution architecture, shoulder accountability for performance, and drive innovative, metric-driven improvements in support delivery.

Qualifications

• Bachelor's degree in IT, business, CS or related field; master’s preferred.
• 10+ years in IT support/customer service operations with leadership experience.
• Experience overseeing Help Desk, Deskside/Field Support, AV, asset management.
• ITIL Foundation or equivalent knowledge; strong metrics and change management.
• Proven ability to drive process improvements and organizational change.

Responsibilities

• Provide executive leadership for multiple support functions (Help Desk, Deskside, Asset Mgmt, AV, Copy/Print).
• Develop strategy for end-user support with SLAs, KPIs, and performance metrics.
• Oversee daily operations and ensure high-quality, efficient service delivery.
• Manage ~42 staff; handle hiring, onboarding, performance reviews and development.
• Establish governance for incident, request, problem, change, and knowledge management.
• Monitor metrics; create dashboards and reports for executives; drive cost efficiency.
• Lead initiatives in tech rollouts, relocations, hardware refresh, and print optimization.
• Ensure policy compliance, data security, asset tracking, and regulatory obligations.

Skills

Leadership

IT service management

ITIL knowledge

Vendor management

ITSM tools

Strategic planning

People management

Budget management

Communication

Education

Bachelor's degree in Information Technology, Business Administration, or Computer Science

Tools

ServiceNow

Jira Service Management

Job description

IntelliDyne, LLC is seeking a Director of Customer Support in Washington, DC. The role provides strategic leadership for Help Desk, Deskside, Asset Management, AV, and Copy/Print teams, ensuring high-quality, efficient end-user support and continuous improvement across channels.

You will vet technical solutions with engineering and solution architecture, shoulder accountability for performance, and drive innovative, metric-driven improvements in support delivery.