Remote Incident Management Leader – IT Help Desk

Synergy; Reston (VA); Remote; USD 100,000 - 110,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

HSA

FSA

401(k) with match

PTO & Bonus Leave

11 Paid Federal Holidays

Parental leave

Tuition reimbursement

Training reimbursement

Referral bonus

Well-being programs

Job summary

Synergy is seeking a dynamic and customer-focused Incident Management Team (Help Desk) Manager to lead our enterprise IT support operations. This role oversees Tier 2 and Tier 3 Help Desk technicians, ensuring rapid response and timely resolution of IT incidents in alignment with federal SLAs.

You will champion ITSM best practices, manage Jira workflows, and report on KPIs, driving continuous improvement. This remote role supports federal portfolios and emphasizes automation, metrics, and

Qualifications

• 7+ years of progressive experience in IT Service Management, Help Desk operations, or incident management.
• 1+ years of direct supervisory or management experience leading an IT Help Desk or Service Desk team in an enterprise or federal environment.
• Deep functional expertise in ITIL framework principles (Incident, Problem, Change, and Knowledge Management).
• Hands-on administrative and operational experience with modern ITSM ticketing tools (Jira strongly preferred).
• Proven track record of managing and meeting complex Service Level Agreements (SLAs) and generating actionable performance metrics.
• Exceptional communication and customer service skills, with the ability to de-escalate high-priority critical incidents and interface confidently with federal executives.

Responsibilities

• Help Desk Leadership: Direct and manage the daily activities of Tier 2, and Tier 3 Help Desk technicians, ensuring rapid response, accurate troubleshooting, and timely resolution of IT incidents and service requests.
• ITSM & SLA Management: Oversee the end-to-end incident lifecycle using enterprise SaaS platforms such as Jira, ensuring all operations meet or exceed contractual SLAs and key performance indicators (KPIs).
• Process Standardization: Enforce robust ITIL-based incident, problem, and change management processes that align strictly with our corporate quality standards, including ISO 20000 and CMMI-Svc Level 3.
• Stakeholder Reporting: Develop and present comprehensive incident management reports, trend analyses, and root-cause analysis (RCA) findings to federal agency stakeholders and internal leadership to drive proactive service improvements.
• Continuous Improvement & Automation: Identify opportunities to reduce ticket volumes and optimize workflows by integrating emerging technologies, such as Robotic Process Automation (RPA) or Artificial Intelligence (AI) chatbots, for Tier-0 self-service solutions.
• Team Mentorship & Training: Build a high-performing support culture by providing ongoing technical training, customer service coaching, and performance evaluations for the incident management staff.

Skills

ITSM

Jira

ITIL

SLA Mgmt

Leadership

Education

Bachelor's Degree

Tools

Jira

Job description

Synergy is seeking a dynamic and customer-focused Incident Management Team (Help Desk) Manager to lead our enterprise IT support operations. This role oversees Tier 2 and Tier 3 Help Desk technicians, ensuring rapid response and timely resolution of IT incidents in alignment with federal SLAs.

You will champion ITSM best practices, manage Jira workflows, and report on KPIs, driving continuous improvement. This remote role supports federal portfolios and emphasizes automation, metrics, and