Helpdesk Team Manager

Synergy; Reston (VA); Remote; USD 100,000 - 110,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

HSA

FSA

401(k) with match

PTO & Bonus Leave

11 Paid Federal Holidays

Parental leave

Tuition reimbursement

Training reimbursement

Referral bonus

Well-being programs

Job summary

Synergy is seeking a dynamic and customer-focused Incident Management Team (Help Desk) Manager to lead our enterprise IT support operations. This role oversees Tier 2 and Tier 3 Help Desk technicians, ensuring rapid response and timely resolution of IT incidents in alignment with federal SLAs.

You will champion ITSM best practices, manage Jira workflows, and report on KPIs, driving continuous improvement. This remote role supports federal portfolios and emphasizes automation, metrics, and

Qualifications

• 7+ years of progressive experience in IT Service Management, Help Desk operations, or incident management.
• 1+ years of direct supervisory or management experience leading an IT Help Desk or Service Desk team in an enterprise or federal environment.
• Deep functional expertise in ITIL framework principles (Incident, Problem, Change, and Knowledge Management).
• Hands-on administrative and operational experience with modern ITSM ticketing tools (Jira strongly preferred).
• Proven track record of managing and meeting complex Service Level Agreements (SLAs) and generating actionable performance metrics.
• Exceptional communication and customer service skills, with the ability to de-escalate high-priority critical incidents and interface confidently with federal executives.

Responsibilities

• Help Desk Leadership: Direct and manage the daily activities of Tier 2, and Tier 3 Help Desk technicians, ensuring rapid response, accurate troubleshooting, and timely resolution of IT incidents and service requests.
• ITSM & SLA Management: Oversee the end-to-end incident lifecycle using enterprise SaaS platforms such as Jira, ensuring all operations meet or exceed contractual SLAs and key performance indicators (KPIs).
• Process Standardization: Enforce robust ITIL-based incident, problem, and change management processes that align strictly with our corporate quality standards, including ISO 20000 and CMMI-Svc Level 3.
• Stakeholder Reporting: Develop and present comprehensive incident management reports, trend analyses, and root-cause analysis (RCA) findings to federal agency stakeholders and internal leadership to drive proactive service improvements.
• Continuous Improvement & Automation: Identify opportunities to reduce ticket volumes and optimize workflows by integrating emerging technologies, such as Robotic Process Automation (RPA) or Artificial Intelligence (AI) chatbots, for Tier-0 self-service solutions.
• Team Mentorship & Training: Build a high-performing support culture by providing ongoing technical training, customer service coaching, and performance evaluations for the incident management staff.

Skills

ITSM

Jira

ITIL

SLA Mgmt

Leadership

Education

Bachelor's Degree

Tools

Jira

Job description

Description

Synergy Business Innovation & Solutions is a premier implementer of cutting-edge software solutions. Synergy brings the experience and expertise necessary to deliver capability that provides tangible ROI to our customers. Our core areas of expertise are in the fields of Digital Transformation, Cloud Solutions, SaaS and Low-Code/No-Code Solutions, Emerging Technologies, Data Analytics and Visualization, Information Assurance, and Business Process Re-Engineering.

Synergy offers its employees a generous portfolio of core and voluntary benefits including: group medical, dental, and vision insurance, company paid life, short-term, and long-term disability insurance, HSA, FSA, 401(k) with company match, PTO & Bonus Leave, 11 paid federal holidays, parental leave, tuition and training reimbursement, a referral bonus program, and well-being programs.

At Synergy, you'll be challenged and given the opportunity to grow in your career path. In fact, growth is such a big deal to us that we have career mentors available for every employee, company-funded certification opportunities, education reimbursement, and a general open-door policy so that you have support when you need it. Our team is eager to learn, fast-paced, and quality-driven. If that sounds like you, Synergy has a position for you!

This position is designated as work-from-home.

About the Role:

Synergy is seeking a dynamic and customer-focused Incident Management Team (Help Desk) Manager to lead our enterprise IT support operations. This role is critical to delivering high-quality, responsive IT Support Services across one of our federal portfolios.

The primary purpose of this role is to oversee the daily operations of the incident management team, ensuring that all Operations and Maintenance (O&M) activities and user requests are resolved efficiently and in alignment with strict federal service level agreements (SLAs).

You will act as the champion for IT Service Management (ITSM) best practices, driving continuous improvement and user satisfaction.

Primary Responsibilities:

• Help Desk Leadership: Direct and manage the daily activities of Tier 2, and Tier 3 Help Desk technicians, ensuring rapid response, accurate troubleshooting, and timely resolution of IT incidents and service requests.
• ITSM & SLA Management: Oversee the end-to-end incident lifecycle using enterprise SaaS platforms such as Jira, ensuring all operations meet or exceed contractual SLAs and key performance indicators (KPIs).
• Process Standardization: Enforce robust ITIL-based incident, problem, and change management processes that align strictly with our corporate quality standards, including ISO 20000 and CMMI-Svc Level 3.
• Stakeholder Reporting: Develop and present comprehensive incident management reports, trend analyses, and root-cause analysis (RCA) findings to federal agency stakeholders and internal leadership to drive proactive service improvements.
• Continuous Improvement & Automation: Identify opportunities to reduce ticket volumes and optimize workflows by integrating emerging technologies, such as Robotic Process Automation (RPA) or Artificial Intelligence (AI) chatbots, for Tier-0 self-service solutions.
• Team Mentorship & Training: Build a high-performing support culture by providing ongoing technical training, customer service coaching, and performance evaluations for the incident management staff.

Required Qualifications:

• 7+ years of progressive experience in IT Service Management, Help Desk operations, or incident management.
• 1+ years of direct supervisory or management experience leading an IT Help Desk or Service Desk team in an enterprise or federal environment.
• Deep functional expertise in ITIL framework principles (Incident, Problem, Change, and Knowledge Management).
• Hands-on administrative and operational experience with modern ITSM ticketing tools (Jira strongly preferred).
• Proven track record of managing and meeting complex Service Level Agreements (SLAs) and generating actionable performance metrics.
• Exceptional communication and customer service skills, with the ability to de-escalate high-priority critical incidents and interface confidently with federal executives.

Preferred Qualifications:

• Active ITIL v3 or ITIL 4 Foundation certification (ITIL Managing Professional preferred).
• Prior experience managing IT support operations for federal agencies such as DOW, DHS.
• Certifications in customer service excellence or related management frameworks.

Education Requirements:

• Required: Bachelor's Degree in Information Technology, Business Administration, Computer Science, or a related field. (Equivalent years of relevant experience may be substituted for a degree).
• Preferred: Master's Degree in Information Systems or Business Administration (MBA).

Citizenship & Clearance Requirements:

• Required: Must be a U.S. Citizen.
• Preferred: Active Secret.

Target Salary Range

Compensation for roles at Synergy is determined by a variety of factors including, but not limited to, the requirements of the role; level of experience; education and certifications; the individual's combination of knowledge, skills, and abilities; as well as alignment with market data, federal and state laws, and other business and contract considerations. The estimated pay range for this position is: $100,000.00 - $110,000.00. The disclosed range has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. It is not typical for an individual to be hired at or near the top of the range for their role, and compensation decisions are dependent on the facts and circumstances of each case and represent just one component of Synergy's total compensation package for employees.

Candidate AI Policy

Synergy is committed to the responsible and ethical use of AI tools. However, we want to ensure a fair candidate evaluation process based on your own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) or other tools to assist with responses during interviews (whether in-person or virtual) is prohibited unless permission is explicitly granted. You are expected to be on camera during interviews and assessments. We reserve the right to take your picture to verify your identity and prevent fraud.

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