Hybrid IT Help Desk Manager with Secret Clearance

IntelliDyne, LLC; Washington (District of Columbia); Hybrid; USD 90,000 - 130,000; Full time

Job summary

IntelliDyne, LLC in Washington, DC is seeking an IT Help Desk Manager to lead a 10-15 person Tier 1 team in a fast-paced environment, ensuring high-quality service and timely incident resolution.

This role requires an Active Secret clearance or higher, strong ITSM knowledge, and experience guiding training, coaching, and performance through metrics and reports. Hybrid work with travel to Herndon, VA completes the requirements.

Qualifications

• 5-10 years of IT support experience with 1-2 years in a supervisory or lead role.
• Experience with ITSM ticketing systems (e.g., ServiceNow, Cherwell, Jira Service Management, Remedy).
• Active Secret clearance or higher.

Responsibilities

• Lead and develop a team of 10-15 Tier 1 agents with performance coaching.
• Manage staffing and scheduling to cover operating hours.
• Oversee ticket queues to meet SLAs and KPIs.
• Mentor agents, provide training, and maintain knowledge base.
• Generate regular KPI reports and drive process improvements.

Skills

Team leadership

Customer service

Metrics analysis

Communication

Training & development

Education

HDI Certification

ITIL Foundation certification

MCP/MCSA/MCSE certifications

Tools

ServiceNow

Cherwell

Jira Service Management

Remedy

Job description

IntelliDyne, LLC in Washington, DC is seeking an IT Help Desk Manager to lead a 10-15 person Tier 1 team in a fast-paced environment, ensuring high-quality service and timely incident resolution.

This role requires an Active Secret clearance or higher, strong ITSM knowledge, and experience guiding training, coaching, and performance through metrics and reports. Hybrid work with travel to Herndon, VA completes the requirements.