Help Desk Manager

QED National•Reston, VA

32d•$140,000•Hybrid

About The Position

We are seeking an experienced Helpdesk Manager to lead a high-performing IT support team and deliver exceptional technical service to end users. This role combines hands-on technical expertise with leadership responsibilities, ensuring smooth operations and minimal disruptions across the organization. As the Helpdesk Manager, you will oversee daily support activities, manage a team of two, and drive process improvements that enhance efficiency and customer satisfaction. You will work closely with IT leadership to maintain compliance with ISO standards and implement best practices in service management. This is a hybrid position requiring four days per week onsite in Reston, VA.

Requirements

Bachelor's degree in IT or related field, or equivalent experience.
5+ years of IT support experience, including 3+ years in a helpdesk lead or management role.
Strong proficiency in Microsoft 365, Windows OS, Azure Active Directory, and Microsoft Intune.
Experience with ITSM tools, ticketing systems, and process management.
Excellent communication and customer service skills.
Ability to manage multiple priorities in a fast-paced environment.

Nice To Haves

Experience with Apple Business Manager (ABM), vendor management, and Microsoft Teams Rooms.
Familiarity with VoIP systems and A/V technologies.
HDI or ITIL certifications.
7+ years of progressive IT experience with increasing responsibilities.
Proven track record in staff management, recruitment, and retention.

Responsibilities

Lead and mentor a team of helpdesk professionals to deliver outstanding technical support.
Provide hands-on support for workstations, laptops, printers, mobile devices, VoIP systems, and A/V equipment.
Manage user provisioning, equipment setup, and troubleshooting for onsite and remote users.
Oversee ITSM tool configuration and processes, including Incident, Problem, Asset, and Knowledge Management.
Maintain and update knowledge base documentation and IT policies.
Administer Microsoft Intune for device management and Azure Active Directory for user administration.
Monitor and manage ticket queues, ensuring timely resolution and SLA compliance.
Prepare and present progress reports and service metrics to leadership.
Ensure compliance with ISO 20000 (Service Management) and assist with ISO 27001 (Information Security) requirements.
Participate in an on-call rotation for after-hours support.