Onsite IT Help Desk Manager - Secret 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

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.