IT Help Desk Manager

U.S. Department of Veterans Affairs; Herndon (VA); On-site; USD 90,000 - 120,000; Full time

Job summary

IntelliDyne, LLC is seeking an IT Help Desk Manager in Herndon, VA to lead a team of 10–15 Tier 1 agents in a fast-paced environment. You will supervise daily queues, maintain SLAs, and drive service improvements while ensuring customer-focused support and adherence to ITSM standards.

The role requires 5–10 years in IT support with supervisory experience, ITSM tooling proficiency, and an active Secret clearance or higher.

Qualifications

• 5–10 years of IT support experience with 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 and ITIL certifications are preferred.

Responsibilities

• Team Leadership & Supervision: Manage, mentor, and develop a team of 10–15 Tier 1 agents, schedule staff, conduct one-on-ones and performance evaluations, and provide coaching and escalation support.
• Operational Management: Oversee Tier 1 ticket queues, ensure SLAs/KPIs are met, monitor volume and trends, document incidents, and coordinate escalations to Tier 2/3.
• Customer Service & Quality Assurance: Maintain a customer-first culture, handle complex issues, review ticket quality and CSAT results, implement improvements.
• Training & Development: Onboard new members, provide ongoing training, maintain knowledge bases and troubleshooting guides, identify skill gaps.
• Reporting & Continuous Improvement: Generate KPI reports, participate in ITSM improvements, and coordinate cross-team efforts to enhance service delivery.

Skills

Team leadership

IT service workflows

Interpersonal communication

Conflict management

Analytics & metrics

Multitasking

Windows OS

Office 365

Networking basics

Documentation

Education

HDI Certification (Support Center Manager)

ITIL Foundation

Tools

ServiceNow

Cherwell

Jira Service Management

Remedy

Job description

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.