greenhouse
IT Help Desk Manager
IntelliDyne
Herndon, USA
Full-time
Senior · 5+ years experience
Onsite
Discovered 1 weeks ago
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Role Overview
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.
Key Skills for This Role
ServiceNowCherwellJira Service ManagementRemedyWindowsITSM
Full Job Posting
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.
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