--- title: 'IT Help Desk Manager at IntelliDyne Jobs for Veterans' canonical: 'https://feeny.ai/job/it-help-desk-manager-intellidyne-jobs-for-veterans-herndon-nffrg4hrhr0m' type: 'job' last_seen: '2026-09-12' --- # IT Help Desk Manager at IntelliDyne Jobs for Veterans - **Company:** IntelliDyne Jobs for Veterans - **Location:** Herndon, VA - **Posted:** 2026-05-20 - **Last confirmed live:** 2026-09-12 - **Apply:** https://job-boards.greenhouse.io/veterans/jobs/8558469002 ## Job description IT Help Desk Manager Location: Herndon, VA (100% Onsite) Clearance: Active Secret or higher Status: Exempt ## About This Role The IT Help Desk Manager is responsible for leading and supporting a team of 10–15 Tier 1 help desk agents in a fast-paced service delivery environment. This position ensures high-quality customer service, timely incident resolution, and continuous improvement of help desk operations. The Manager oversees daily queue management, agent performance, training, and alignment with IT service management (ITSM) standards. ## Responsibilities ## Team Leadership & Supervision - Manage, mentor, and develop a team of 10–15 Tier 1 agents, promoting a positive and productive work environment. - Schedule staff to ensure appropriate coverage across operating hours. - Conduct regular one-on-ones, team meetings, and performance evaluations. - Provide coaching, remedial training, and escalation support as needed. Operational Management - Oversee Tier 1 ticket queues to ensure SLAs and KPIs are consistently met or exceeded. - Monitor ticket volume, trends, and service quality to identify operational improvements. - Ensure proper documentation, categorization, and prioritization of all incidents and requests. - Coordinate escalations to Tier 2/3 teams following established workflows. Customer Service & Quality Assurance - Maintain a customer-first culture across the help desk. - Handle complex or escalated customer issues with professionalism and urgency. - Review ticket quality and customer satisfaction results, implementing process improvements where needed. Training & Development - Onboard new team members and provide ongoing training in tools, processes, and customer service best practices. - Maintain up-to-date knowledge base articles, scripts, and troubleshooting guides. - Identify skill gaps and develop targeted training plans. Reporting & Continuous Improvement - Generate regular performance reports on KPIs (first-call resolution, SLA compliance, CSAT scores, etc.). - Participate in ITSM process improvement initiatives and cross-team coordination efforts. - Recommend changes to improve service delivery, workflows, and technical proficiency across the team. Required Qualifications - 5-10 years of experience in an IT support environment, with at least 1–2 years in a supervisory or lead role. - Strong understanding of Tier 1 support operations, troubleshooting techniques, and IT service workflows. - Experience with ITSM ticketing systems (e.g., ServiceNow, Cherwell, Jira Service Management, Remedy). - Excellent interpersonal, communication, and conflict-management skills. - Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment. - Ability to analyze metrics and drive performance improvements. - Working knowledge of Windows operating systems, Office 365, basic networking, and common enterprise applications. - Active Secret clearance or higher. - HDI Certification (e.g., Support Center Manager or Desktop Support Manager) ## Preferred Qualifications - ITIL Foundation certification. - MCP, MCSA or MCSE certifications. - Experience supporting enterprise or government environments. - Knowledge of SLA management and service desk best practices. - Experience leading teams of 10+ employees in a high-volume support environment. ## About Us IntelliDyne, LLC empowers government organizations through the delivery of quality, mission-aligned services and innovative, people-first IT solutions. IntelliDyne has earned the designation of a Top Workplace by providing an inclusive and supportive environment where employees have a voice and are challenged to provide innovative solutions to our clients of national, state, and local importance. For individuals with disabilities who would like to request an accommodation, please contact staffing@intellidyne-llc.com or 703-575-9715. ## About IntelliDyne Jobs for Veterans ## Company Overview - **One-liner**: IntelliDyne is a government IT solutions provider that empowers the federal workforce through innovative, people-first technology services and a strong commitment to hiring military veterans. - **Entity Type**: Private (bootstrapped) - **Headquarters**: Falls Church, Virginia, USA - **Founded**: Not publicly available - **Founders**: Not publicly available ## Core Business - Primary industry: Federal IT services and government contracting - Target customers: U.S. federal agencies (B2G / Enterprise) - Mission/purpose: “Empowering the federal workforce through innovative, people-first IT solutions.” The company is dedicated to supporting veterans, active reservists, and military spouses through meaningful career opportunities. ## Products & Services IntelliDyne delivers a range of IT support and engineering services to government clients: - **Helpdesk & Deskside Support (Tier 1/2)** – On-site end-user support for federal agencies. - **Network Systems Engineering** – Design, implementation, and management of secure network infrastructure. - **Salesforce Development** – Custom solutions and configurations on the Salesforce platform. - **ServiceNow Development** – IT service management automation and workflow solutions. - **Software Solutions Architecture** – Enterprise-level software architecture and development. - **Configuration Management** – IT asset and configuration management support. - **Analytics & Business Intelligence** – Data analysis and reporting services. ## Market Standing - **Valuation**: Not disclosed (private company) - **Key Metric**: Over 25% of the workforce are military veterans or active reservists. The company has received seven consecutive HIRE Vets Medallion Awards from the U.S. Department of Labor. - **Notable Investors/Partners**: Not publicly available (no funding rounds disclosed). Partnerships include the Virginia Department of Veterans Services (V3 Certified), Northern Virginia Technology Council veteran employment initiative, and Operation IMPACT. - **Growth Signals**: Consistent job postings across multiple locations (Falls Church, VA; Washington, DC; Arlington, VA), recognition as a top employer for veterans by Monster and Military.com, and expansion of the Military Resource Group (MRG) which now involves ~16% of employees. ## Competitive Advantages - **Veteran-Friendly Culture**: Over 25% of staff are veterans or reservists; the company is certified by Virginia as a Virginia Values Veterans (V3) organization and has earned the DOL HIRE Vets Medallion seven times. - **Military Resource Group (MRG)**: A voluntary employee group focused on veteran hiring, retention, and community outreach – a structured support system for transitioning servicemembers. - **Proven Government Track Record**: Long-standing relationships with federal clients and a reputation for reliable, secure IT operations. ## Strategic Focus - **Deepen Federal IT Portfolio**: Continue expanding service lines (Salesforce, ServiceNow, network engineering) to meet evolving agency needs. - **Strengthen Veteran & Military Spouse Hiring**: Leverage the MRG and partnerships (Operation IMPACT, NVTC) to attract and retain top military talent. - **Maintain Award-Winning Culture**: Sustain high employee satisfaction and external recognition to differentiate in the competitive government contracting space. ## Why Work Here - **Veteran & Military Spouse Support**: Paid military leave, transition assistance, career advancement pathways, and a dedicated Military Resource Group. - **Inclusive Culture**: Recognized repeatedly by the DOL and military-focused organizations; the company values “the language and culture of the military.” - **Work-Life Balance**: Offers volunteer leave (8 hours/year), competitive salaries, and a comprehensive benefits package (medical, dental, vision, 401k, iThrive Wellness Program, pet care discounts). - **Flexible Work Options**: Hybrid arrangements available for some roles (e.g., Network Systems Engineer – 3 days onsite/2 remote), though many positions require on-site presence at federal facilities. - **Growth & Development**: Emphasis on internal development and leadership training; employees have a voice in company direction. ## Sources 1. [IntelliDyne Veteran Opportunities](https://www.intellidyne-llc.com/veterans/veteran-opportunities/) 2. [IntelliDyne Veterans Employment & Engagement](https://www.intellidyne-llc.com/veterans/) 3. [IntelliDyne Careers Page (Greenhouse)](https://job-boards.greenhouse.io/veterans) 4. [IntelliDyne Current Opportunities](https://www.intellidyne-llc.com/careers/current-opportunities/) 5. [IntelliDyne General Careers Page](https://www.intellidyne-llc.com/careers/) ## Other roles at IntelliDyne Jobs for Veterans - [Senior IT Technical Recruiter](https://feeny.ai/job/senior-it-technical-recruiter-intellidyne-jobs-for-veterans-falls-church-m12ag2mf6gpy) — Falls Church, VA - [User Experience (UX) Analyst](https://feeny.ai/job/user-experience-ux-analyst-intellidyne-jobs-for-veterans-vienna-d33d8sw6hx6p) — Vienna, VA - [Systems Architect (Hybrid Infrastructure & Cloud Migration)](https://feeny.ai/job/systems-architect-hybrid-infrastructure-cloud-migration-intellidyne-jobs-for-3gpg9wy1y8db) — Washington, DC - [Java Developer](https://feeny.ai/job/java-developer-intellidyne-jobs-for-veterans-washington-b09zgm79cy0b) — Washington, DC - [Business Development Manager](https://feeny.ai/job/business-development-manager-intellidyne-jobs-for-veterans-vienna-9nhpzbqg9b4w) — Vienna, VA - [SQL and Python Developer](https://feeny.ai/job/sql-and-python-developer-intellidyne-jobs-for-veterans-washington-bzzvtw633p37) — Washington, DC - [ServiceNow Developer](https://feeny.ai/job/servicenow-developer-intellidyne-jobs-for-veterans-washington-3ghgwtyrdgbc) — Washington, DC - [Python Web Application Developer](https://feeny.ai/job/python-web-application-developer-intellidyne-jobs-for-veterans-tysons-corner-cm22fwfwdhmc) — Tysons Corner, VA - [Helpdesk Technician - Tier 1](https://feeny.ai/job/helpdesk-technician-tier-1-intellidyne-jobs-for-veterans-falls-church-tjamew4c7sdf) — Falls Church, VA