Help Desk Manager

Quadrant, Inc. • Herndon, VA

3d • Hybrid

About The Position

Quadrant, Inc. is seeking an experienced Help Desk Manager/Tier II Team Lead to manage a team of 7-10 technicians supporting a Federal client. This role involves providing leadership, technical training, and ensuring high-level IT support, including deskside IT, audio/visual equipment, video teleconference equipment, mobile phone, and asset management. The manager will oversee Tier I and Tier II help desk teams, act as the primary customer service champion, design quality assurance measures, handle escalated customer situations, ensure compliance with contractual SLAs, prioritize tickets, and manage the team's knowledge base and SOP library.

Requirements

• Eligible or active DoD Secret clearance.
• 8+ years of professional experience in the IT support field.
• 6+ years of experience managing or leading Help Desk or IT support teams.
• Proven track record of providing leadership and technical training to team members.
• Experience managing a team of 20+ candidates.
• Experience with ServiceNow Ticketing is required.
• Strong communication skills both written and verbal.
• Strong interpersonal skills and proven ability to manage a team in a professional setting.
• Highly organized and a proven ability to multi-task.
• Current MCP or higher Microsoft certification or active Google IT Support Certification.
• Able to take and pass HDI certification (e.g., Support Center Manager or Desktop Support Manager).
• Bachelor's Degree is required.

Nice To Haves

• PMP certification is strongly desired.

Responsibilities

• Provide leadership and training to a team of 7-10 technicians.
• Ensure the team provides deskside IT, audio/visual equipment, video teleconference equipment, mobile phone, and asset management support in a service desk environment.
• Oversee Tier I and Tier II Help Desk teams and provide necessary leadership and support.
• Act as the primary customer service champion of the program and ensure high-level customer service to the Federal client.
• Design effective quality assurance measures for service requests and ensure team compliance.
• Engage dissatisfied customers and diffuse escalated situations.
• Ensure compliance against contractual SLA targets.
• Efficiently prioritize incident and service request tickets in alignment with client priorities.
• Manage the knowledge base and standard operating procedure (SOP) library of the team.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager