IT Help Desk Manager with Security Clearance

IntelliDyne, LLC; Herndon (VA); On-site; USD 95,000 - 130,000; Full time

Job summary

IntelliDyne, LLC in Herndon, VA is seeking an IT Help Desk Manager to lead a 10-15 person Tier 1 team in a fast-paced, 100% onsite environment. The role focuses on incident resolution, queue management, and process improvements aligned with ITSM standards.

Qualifications include 5-10 years in IT support with 1-2 years supervising, experience with ServiceNow/Cherwell/Jira/Remedy, and an active Secret clearance or higher. HDI Certification is preferred.

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.
• Active Secret clearance or higher.
• HDI Certification (e.g., Support Center Manager or Desktop Support Manager).

Responsibilities

• Lead a team of 10-15 Tier 1 agents, mentoring and developing staff.
• Schedule staff to ensure coverage across operating hours.
• Conduct regular one-on-ones, team meetings, and performance evaluations.
• Provide coaching, remedial training, and escalation support as needed.
• Oversee Tier 1 ticket queues to ensure SLAs and KPIs are met.
• Monitor ticket volume, trends, and service quality to identify improvements.
• Ensure proper documentation, categorization, and prioritization of incidents and requests.
• Coordinate escalations to Tier 2/3 teams following established workflows.
• Maintain a customer-first culture across the help desk.
• Handle complex or escalated customer issues with professionalism and urgency.
• Review ticket quality and CSAT results; implement improvements.
• Onboard new team members and provide ongoing training in tools and processes.
• Maintain up-to-date knowledge base articles, scripts, and troubleshooting guides.
• Identify skill gaps and develop targeted training plans.
• Generate regular performance reports on KPIs and ITSM initiatives.

Skills

Team Leadership

Performance Management

Metrics Analysis

Customer Service

Communication Skills

IT Support

Conflict Management

Education

HDI Certification

Tools

ServiceNow

Cherwell

Jira Service Management

Remedy

Windows OS

Office 365

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 or 703-575-9715.