IT Help Desk Manager

Socket.dev; Herndon (VA); On-site; USD 90,000 - 120,000; Full time

Job summary

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

You will oversee queue management, performance coaching, training, and ITSM-aligned processes, with hands-on involvement in escalation, reporting, and continual service improvements. Active Secret clearance or higher is required, and the role is 100% onsite in Herndon.

Qualifications

• 5-10 years in an IT support environment with 1-2 years in a supervisory role
• Experience with Tier 1 support operations and IT service workflows
• Proficient with ITSM ticketing systems (ServiceNow, Cherwell, Jira Service Management, Remedy)
• Excellent interpersonal, communication, and conflict-management skills
• Strong organizational skills; ability to manage multiple priorities in a fast-paced environment
• Knowledge of Windows operating systems, Office 365, basic networking, and enterprise applications
• Active Secret clearance or higher
• HDI Certification (e.g., SCM or DSM)

Responsibilities

• Lead and supervise a team of 10–15 Tier 1 agents in a high-volume environment
• Schedule staff to ensure coverage and performance
• Conduct regular one-on-ones, team meetings, and performance evaluations
• Provide coaching, training, and escalation support as needed
• Oversee Tier 1 ticket queues to meet SLAs and KPIs
• Monitor ticket volume, trends, and service quality for improvements
• Document and prioritize incidents and requests; coordinate escalations to Tier 2/3
• Maintain customer-first service and review CSAT results
• Onboard new team members and provide ongoing training on processes and tools
• Generate regular KPI reports and participate in ITSM process improvements

Skills

Team Leadership

ITSM

Ticketing Systems

Communication

Analytical Skills

Windows OS

Education

HDI Certification

ITIL Foundation

Microsoft Certifications (MCP/MCSA/MCSE)

Tools

ServiceNow

Cherwell

Jira Service Management

Remedy

Job description

IT Help Desk Manager
Location: Herndon, VA (100% Onsite)
Clearance: Active Secret or higher
Status: Exempt

About This Role

The IT Help Desk Manager is responsible for leading and supporting a team of 10–15 Tier 1 help desk agents in a fast-paced service delivery environment. This position ensures high-quality customer service, timely incident resolution, and continuous improvement of help desk operations. The Manager oversees daily queue management, agent performance, training, and alignment with IT service management (ITSM) standards.

Responsibilities

• Team Leadership & Supervision
• Manage, mentor, and develop a team of 10–15 Tier 1 agents, promoting a positive and productive work environment.
• Schedule staff to ensure appropriate coverage across operating hours.
• Conduct regular one-on-ones, team meetings, and performance evaluations.
• Provide coaching, remedial training, and escalation support as needed.
• Operational Management — Oversee Tier 1 ticket queues to ensure SLAs and KPIs are consistently met or exceeded.
• Monitor ticket volume, trends, and service quality to identify operational improvements.
• Ensure proper documentation, categorization, and prioritization of all incidents and requests.
• Coordinate escalations to Tier 2/3 teams following established workflows.
• Customer Service & Quality Assurance
• Maintain a customer-first culture across the help desk.
• Handle complex or escalated customer issues with professionalism and urgency.
• Review ticket quality and customer satisfaction results, implementing process improvements where needed.
• Training & Development
• Onboard new team members and provide ongoing training in tools, processes, and customer service best practices.
• Maintain up-to-date knowledge base articles, scripts, and troubleshooting guides.
• Identify skill gaps and develop targeted training plans.
• Reporting & Continuous Improvement
• Generate regular performance reports on KPIs (first-call resolution, SLA compliance, CSAT scores, etc.).
• Participate in ITSM process improvement initiatives and cross-team coordination efforts.
• Recommend changes to improve service delivery, workflows, and technical proficiency across the team.

Required Qualifications

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

Preferred Qualifications

• ITIL Foundation certification.
• MCP, MCSA or MCSE certifications.
• Experience supporting enterprise or government environments.
• Knowledge of SLA management and service desk best practices.
• Experience leading teams of 10+ employees in a high-volume support environment.

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.