Helpdesk Team Manager

M3 Technology Consultants

13d • $95,000 - $120,000 • Onsite

About The Position

You are an experienced technology leader with a strong background in helpdesk operations and team management. With several years of hands‑on technical experience and a proven track record guiding high-performing teams, you excel at providing advanced technical support, maintaining service excellence, and ensuring customers receive top-tier assistance. You bring strong proficiency across Microsoft systems, desktop environments, and hardware components, supported by relevant experience in the technology industry and professional certifications. Above all, you approach your work in a way that reflects M3TC’s Mission Statement and Core Values. NOTE: This position is full-time, onsite in our Fairfax, VA office.

Requirements

• 7–8 years of IT support or related industry experience, with at least 4–5 years in a management or team‑lead role.
• Strong proficiency with Microsoft Operating Systems, Microsoft 365 applications, and common desktop software.
• Hands‑on expertise with desktop/laptop hardware and troubleshooting methodologies.
• Familiarity with industry tools and technologies such as ConnectWise, LabTech, Citrix, Cisco, SonicWall, VMware, or similar platforms.
• Excellent organizational skills with the ability to manage multiple priorities, delegate effectively, and meet deadlines.
• Strong leadership abilities with experience coaching, mentoring, and developing helpdesk teams.
• Exceptional communication skills, both written and verbal, with the ability to engage across all levels of staff and management.
• Advanced problem‑solving and analytical skills to support decision‑making in a fast‑paced environment.
• Ability to work independently, stay self‑motivated, and maintain high standards of customer service and professionalism.
• In‑depth understanding of helpdesk operations, support tools, service catalog alignment, and how IT services support business goals.

Responsibilities

• Manage and monitor daily Helpdesk operations, including resource allocation, service ticket dispatch, and coordination with technical staff to resolve escalated issues.
• Facilitate regular department meetings and service board reviews to identify improvement opportunities and recommend operational changes.
• Support the design, development, and documentation of helpdesk processes while escalating critical issues to the VP of Technical Services and maintaining customer communication.
• Oversee the Helpdesk team’s career development through performance reviews, coaching, mentoring, and training programs aligned with individual growth goals.
• Maintain overall customer satisfaction by serving as a primary point of contact, tracking resolution progress, understanding client business needs, and identifying opportunities to strengthen relationships.
• Develop and manage support resources to increase team productivity, mitigate risks, and ensure successful delivery of solutions while enforcing standards and procedures for system consistency.
• Participate in the design of new services, monitor project and agreement budgets, and stay current with emerging industry technologies.

Benefits

• Very competitive compensation package
• Collaborative team environment
• Career Growth with an active mentorship program to help guide your advancement as an IT Professional
• Health, dental, vision, sick and vacation leave, cell phone reimbursement, gym membership reimbursement, and more
• 401(k) with a generous employer match

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed