Help Desk Manager: Lead 10–15 Agents to SLA Excellence

IntelliDyne Jobs for Veterans; Herndon (VA); On-site; USD 90,000 - 130,000; Full time

Job summary

IntelliDyne, LLC is seeking an IT Help Desk Manager in Herndon, VA to lead a 10–15‑seat Tier 1 team in a fast-paced service delivery environment. You will ensure high-quality customer service, timely incident resolution, and continuous improvement of help desk operations.

You will oversee queue management, agent performance, training, and ITSM workflows, partnering with Tier 2/3 teams while maintaining a customer‑first culture and strong adherence to SLAs and KPIs.

Qualifications

• 5-10 years of IT support experience, with 1-2 years in a supervisory role.
• Strong understanding of Tier 1 operations and IT service workflows.
• Experience with ITSM ticketing systems (ServiceNow, Cherwell, Jira Service Management, Remedy).
• Excellent interpersonal, communication, and conflict-management skills.
• Strong organizational skills and ability to manage multiple priorities.
• Ability to analyze metrics and drive performance improvements.
• Working knowledge of Windows OS, Office 365, basic networking, and common enterprise apps.
• Active Secret clearance or higher.
• HDI Certification (e.g., Support Center Manager).

Responsibilities

• Lead, mentor, and develop a team of 10-15 Tier 1 agents.
• Schedule staff to cover operating hours and workload.
• Conduct regular one‑on‑ones, team meetings, and evaluations.
• Provide coaching, remedial training, and escalation support.
• Oversee Tier 1 queues to meet SLAs and KPIs.
• Monitor ticket volume and quality for continuous improvement.
• Document, categorize, and prioritize incidents and requests.
• Coordinate escalations to Tier 2/3 per workflows.
• Maintain a customer-first culture and handle escalated issues.
• Review CSAT and process improvement opportunities.
• Onboard new team members and deliver ongoing training.
• Update knowledge base articles, scripts, and guides.
• Identify skill gaps and develop training plans.
• Generate regular KPI reports (First Call Resolution, SLA).
• Participate in ITSM process improvements and cross-team coordination.

Skills

Tier 1 support operations

ITSM workflows

Interpersonal communication

Metrics analysis

Windows OS & Office 365

Networking basics

Conflict management

ITSM tools familiarity

Tools

ServiceNow

Cherwell

Jira Service Management

Remedy

Job description

IntelliDyne, LLC is seeking an IT Help Desk Manager in Herndon, VA to lead a 10–15‑seat Tier 1 team in a fast-paced service delivery environment. You will ensure high-quality customer service, timely incident resolution, and continuous improvement of help desk operations.

You will oversee queue management, agent performance, training, and ITSM workflows, partnering with Tier 2/3 teams while maintaining a customer‑first culture and strong adherence to SLAs and KPIs.