Help Desk Manager

Title: Help Desk Manager

Location: 4 days a week onsite in Reston

Job Type: Full-Time | Exempt

Salary: $115,000 - $120,000 / Year

Benefits: This position is eligible for medical, dental, vision, and 401(k). 

Position is not eligible for sponsorship.

A Help Desk Lead / Supervisor is sought to serve as a hands‑on technical leader and working supervisor within an IT support organization. This is a true player/coach role—you will spend the majority of your time directly supporting users while also leading, mentoring, and guiding a small team of help desk analysts.

The ideal candidate is technically strong, customer‑focused, and comfortable rolling up their sleeves to resolve issues while also setting standards, improving processes, and ensuring service excellence. You will be the escalation point for complex issues, a coach for your team, and a trusted partner to the business.

Key Responsibilities

Hands‑On Technical Support (Primary Focus)

• Serve as a frontline support resource providing high‑touch, white‑glove support to users
• Troubleshoot and resolve Tier 2/3 issues involving:
  • Workstations and laptops (Windows and macOS)
  • Printers and peripherals
  • Mobile devices, tablets, and phones
  • Audio/visual and conference room technology
• Provide onsite and remote technical support in a hybrid work environment
• Provision and configure new user accounts, hardware, and software
• Manage devices, policies, and compliance using Microsoft Intune
• Administer users, groups, and access in Azure Active Directory
• Troubleshoot and support Microsoft 365 applications and services

Team Leadership & Player/Coach Responsibilities

• Lead by example by actively handling tickets and support requests alongside the team
• Provide day‑to‑day guidance, mentoring, and technical escalation support for two direct reports
• Review tickets for quality, completeness, customer communication, and SLA adherence
• Assist with workload prioritization and queue management
• Coach team members on troubleshooting techniques, customer service, and career development

Service Management & Process Improvement

• Own the daily operation of the ITSM/ticketing system, including:
  • Incident, Problem, Asset, and Knowledge Management
• Maintain and improve help desk documentation, SOPs, and knowledge base articles
• Identify opportunities to streamline processes, reduce recurring issues, and improve user experience
• Prepare and deliver service metrics, SLA reports, and leadership updates
• Participate in and represent IT during ISO 20000 (Service Management) activities
• Support ISO 27001 (Information Security) initiatives related to service delivery and asset management

Additional Responsibilities

• Manage and maintain asset inventories across endpoints and peripherals
• Coordinate with vendors for hardware, software, VoIP, and support services
• Support Microsoft Teams Rooms and related A/V environments
• Participate in a rotating on‑call schedule
• Stay current on technologies and best practices; proactively introduce improvements

Basic Qualifications

• Bachelor’s degree with 5+ years of relevant IT experience, or 7+ years of Tier 2 support experience (certifications and experience may substitute for degree)
• 3+ years of experience in a hands‑on help desk lead, senior analyst, or supervisory role
• Strong hands‑on experience with:
  • Microsoft 365
  • Microsoft Windows
  • Azure Active Directory
  • Microsoft Intune
• Proven ability to deliver exceptional customer service in a professional environment

Preferred Qualifications

• Experience with Apple Business Manager (ABM) and macOS environments
• Familiarity with VoIP systems and Microsoft Teams Rooms
• HDI and/or ITIL certification(s)
• Experience supporting compliance‑driven or regulated environments
• Demonstrated ability to balance technical execution with people leadership
• Strong time‑management skills and ability to multitask in a fast‑paced environment