Customer Support Manager

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

Location: Washington, DC (Hybrid) - must be onsite4-5days per week

Status: Exempt

Overview:

The Director of Customer Support provides strategic leadership and operational oversight for the organization's end-user support services. This role manages a diverse portfolio of support functions, including the Help Desk team (10 members), Deskside Support team (20 members), Asset Management team (5 members), Audio-Visual (AV) team (3 members), and Copy Center/Print Center team (4 members). TheManagerensures high-quality,efficiency, and customer-focused support across all channels, drives continuous improvement in service delivery,optimizesresource allocation, and aligns support operations.

From a technical perspective, theCustomerSupportManager willbe requiredto review various technical solutions and vet them with the engineering team as well as the program’s solution architect.The customer support manager willbe requiredto provide technical leadership on why any given solution should or should not be implemented.Although, notrequiredto solely perform quality assurance or quality analysis, the individual willbe requiredto have the experience needed to vet various solutions and hold the engineering and operations team members accountable.

From a management perspective, the customer support manager willbe requiredto vet the current operations and engineering teams andestablishgaps in the quality of support currently provided by the teams.The customer support manager will be given autonomy to make organization decisions based on performance and will communicate any organization changes to the Program and Deputy Program managers as well as the OIT Customer support Manager.Both teams will be held accountable for their performance, and the customer support manager will look for innovative ways to streamline operations and measure technical tasks such as the time to configure a server or decommission it.The customer support manager will work closely with OIT’s customer support manager to build performance metrics and then report them on a weekly, monthly, or quarterly basis.The customer support manager will alsobe responsible forinterviewing new candidates, approving time sheets, and conducting performance reviews for allIntelliDyneteam members.

Key Responsibilities

• Provide executive leadership, direction, and mentorship to managers, supervisors, and team leads across all support functions (Help Desk, Deskside, Asset Management, AV, and Copy/Print Center).
• Develop and execute the overall strategy for end-user support services, including service level agreements (SLAs), KPIs, and performance metrics (e.g., first-contact resolution, ticket resolution time, customer satisfaction scores, assetutilizationrates).
• Oversee daily operations of the Help Desk (remote/phone/email/ticketing support), Deskside Support (on-site troubleshooting and deployment), Asset Management (hardware/software lifecycle, inventory, procurement tracking), Audio-Visual services (meeting room support, conferencing systems, event AV setup), and Copy/Print Center (print production, scanning, mail services, equipment maintenance).
• Manage a total team of approximately 42 staff members, including hiring, onboarding, performance management, coaching, disciplinary actions, and professional development.
• Establish andmaintainstrong governance, processes, and standards for incident management, request fulfillment, problem management, change management, and knowledge management (using frameworks such as ITIL where applicable).
• Monitor and analyze support metrics, trends, and reporting; prepare executive-level dashboards and presentations on service performance, cost efficiency, and improvement initiatives.
• Drive continuous process improvement, automation, and self-service adoption to reduce ticket volume, enhance resolution speed, and improve user experience.
• Collaborate with other IT teams (e.g., infrastructure, security, applications), facilities, procurement, and business units to align support services with organizational needs and projects.
• Manage departmental budget, vendor relationships (e.g., hardware suppliers, AV providers, print vendors), and contract negotiations to ensure cost-effective service delivery.
• Lead major initiatives such as technology rollouts, office relocations, hardware refresh programs, AV system upgrades, and print environment optimizations.
• Ensure compliance with company policies, data security standards, asset tracking requirements, and regulatory obligations related to IT equipment and services.
• Act as the primary escalation point for complex or high-impact issues and champion a customer-first culture across all support teams.

Qualifications Required:

• Bachelor's degree in Information Technology, Business Administration, Computer Science, or a related field (Master'sdegree preferred).
• 10+ years of progressive experience in IT support/customer service operations, with at least 5 years in a leadership/management role overseeing multiple teams or functions.
• Proven experience managing Help Desk, Deskside/Field Support, and related services (asset management, AV, or print services experience strongly preferred).
• Strong understanding of IT service management best practices (ITIL Foundation certification or equivalent knowledge a plus).
• Demonstrated success in improving service metrics, implementing process improvements, and leading organizational change.
• Excellent leadership and people management skills with the ability to motivate and develop high-performing teams.
• Exceptional communication and interpersonal skills; ability to interact effectively with executive leadership, technical teams, and non-technical end-users.
• Strategic thinker with strong analytical and problem-solving abilities; data-driven decision-making.
• Experience with ITSM tools (e.g., ServiceNow, Jira Service Management) and reporting/analytics platforms.
• Knowledge of hardware/software asset lifecycle management, AV/conferencing technologies (e.g., Zoom, Teams Rooms,Extron), and print management solutions.
• Budget management and vendor negotiation experience.
• Ability to thrive in a fast-paced environment and manage competing priorities.

What We Offer

• Competitive salary and performance-based bonus
• Opportunities for professional development and career advancement
• Collaborative and innovative work environment

A successful candidate for this position wouldpossessthe following skills/traits:

Technical:

• Possess a broad technical skillset that encompasses multiple technical domains such as Microsoft Servers, Linux Servers, Networking, Virtualization, Storage, Datacentercustomer support, Microsoft 365 Services, Databases and AWSor Azurecloud computing.
• Ability to learn various technologies quickly
• Ability to prioritize work and then execute and report the tasks on or ahead of schedule
• Ability to work with the PMO to coordinate project and operational efforts that meet the client’s demands
• Ability to understand risk based on common vulnerability management principles
• Technical minded (in execution) but business focused (in planning)
• Focus on precision and detail when performing duties
• Willingness toleverageVendor Support contracts for system changes and troubleshooting

Operational:

• Go-Getter or Self-Starter; ability to work with light instruction
• Willingness to cross-train or mentor team members
• Ability to understand the big picture

Professional:

• Ability to shift focus and prioritieson a daily basis
• Willingness toparticipatein lower-level support as a surge resource when needed

Managerial/Leadership:

• Ability toassistteam members in improving non-technical skills
• Excellent team interaction,motivationand communication
• Willingness to provide instruction as needed but not micro-manage team members
• Ability to: understand the big picture, problem, or goal; create 50% of the solution independently; work with engineers tofinalizea plan of action; andparticipateat an engineering and operational level as needed (i.e.fill gaps inexpertiseon project)

About Us

IntelliDyne, LLC empowers government organizations through the delivery of quality, mission-alignedservicesand innovative, people-first IT solutions.IntelliDynehas 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.

• Inclusive and supportive work environment
• Competitive compensation package
• Professional growth through annual subsidy for trainings, certifications, professional memberships as well as mentorships and job shadowing
• Medical, dental, vision, 401(K) with company match
• Flexible Paid Time Off Program, 11 holidays, paid parental leave, military leave, and government shutdown leave
• Rewards and recognition through peer awards, service year awards, spot bonuses, and annual company awards
• Wellness and mental health benefits

Our Commitment to Diversity and Inclusion

We are committed to honoring diversity, equity, inclusion and accessibility in our hiring practices.IntelliDyneis an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please contact [e-mail] or 703-575-9715.

About Us

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.

For individuals with disabilities who would like to request an accommodation, please contact [e-mail] or 703-575-9715.