Help Desk Manager
Addison Group, Reston, VA, United States
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 handson 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, customerfocused, 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
HandsOn Technical Support (Primary Focus)
Serve as a frontline support resource providing hightouch, whiteglove 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 daytoday 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 oncall 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 handson help desk lead, senior analyst, or supervisory role
Strong handson 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 compliancedriven or regulated environments
Demonstrated ability to balance technical execution with people leadership
Strong timemanagement skills and ability to multitask in a fastpaced environment
Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.
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 handson 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, customerfocused, 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
HandsOn Technical Support (Primary Focus)
Serve as a frontline support resource providing hightouch, whiteglove 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 daytoday 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 oncall 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 handson help desk lead, senior analyst, or supervisory role
Strong handson 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 compliancedriven or regulated environments
Demonstrated ability to balance technical execution with people leadership
Strong timemanagement skills and ability to multitask in a fastpaced environment
Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.