Help Desk Lead / Supervisor
Evolver Federal, Reston, VA, United States
Help Desk Lead / Supervisor (Player/Coach)
Location:
Reston, VA (Hybrid - 4 days/week onsite)
About Evolver
Evolver is a cybersecurity and digital transformation company supporting national defense, federal civilian agencies, and Fortune 500 organizations. We help customers secure critical systems, modernize enterprise technology, and solve complex operational challenges through integrated capabilities spanning cybersecurity, enterprise IT infrastructure, cloud, software development, data analytics, legal technology and eDiscovery, applied AI, and electronic security systems. Our teams combine deep technical expertise with mission understanding to deliver secure, reliable, and scalable solutions that advance performance in high-stakes environments.
Role Overview
Evolver is seeking a
Help Desk Lead / Supervisor
to serve as a
hands-on technical leader and working supervisor
within our 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 M365 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 knowledgebase 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
Why This Role
This role is ideal for someone who:
Loves solving complex technical problems
hands-on
Enjoys mentoring and developing others without stepping away from technology
Thrives in a service-oriented, mission-driven organization
Wants to influence how IT support is delivered while staying close to the work
Evolver is an equal opportunity employer and welcomes all job seekers. It is the policy of Evolver not to discriminate based on race, color, ancestry, religion, gender, age, national origin, gender identity or expression, sexual orientation, genetic factors, pregnancy, physical or mental disability, military/veteran status, or any other factor protected by law.
Actual salary will depend on factors such as skills, qualifications, experience, market and work location. Evolver offers competitive benefits, including health, dental and vision insurance, 401(k), flexible spending account, and paid leave (including PTO and parental leave) in accordance with our applicable plans and policies.
Location:
Reston, VA (Hybrid - 4 days/week onsite)
About Evolver
Evolver is a cybersecurity and digital transformation company supporting national defense, federal civilian agencies, and Fortune 500 organizations. We help customers secure critical systems, modernize enterprise technology, and solve complex operational challenges through integrated capabilities spanning cybersecurity, enterprise IT infrastructure, cloud, software development, data analytics, legal technology and eDiscovery, applied AI, and electronic security systems. Our teams combine deep technical expertise with mission understanding to deliver secure, reliable, and scalable solutions that advance performance in high-stakes environments.
Role Overview
Evolver is seeking a
Help Desk Lead / Supervisor
to serve as a
hands-on technical leader and working supervisor
within our 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 M365 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 knowledgebase 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
Why This Role
This role is ideal for someone who:
Loves solving complex technical problems
hands-on
Enjoys mentoring and developing others without stepping away from technology
Thrives in a service-oriented, mission-driven organization
Wants to influence how IT support is delivered while staying close to the work
Evolver is an equal opportunity employer and welcomes all job seekers. It is the policy of Evolver not to discriminate based on race, color, ancestry, religion, gender, age, national origin, gender identity or expression, sexual orientation, genetic factors, pregnancy, physical or mental disability, military/veteran status, or any other factor protected by law.
Actual salary will depend on factors such as skills, qualifications, experience, market and work location. Evolver offers competitive benefits, including health, dental and vision insurance, 401(k), flexible spending account, and paid leave (including PTO and parental leave) in accordance with our applicable plans and policies.