Overview
Skills
Job Details
Position Title: Helpdesk Manager
Location: Reston, VA
Clearance Requirements: None
Position Status: Full-Time
Pay Rate: $140,000 annually
Position Description:
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.
Key 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.
Required Skills/Education:
- 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.
Preferred Qualifications:
- 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.
About Seneca Resources
At Seneca Resources, we are more than just a staffing and consulting firm, we are a trusted career partner. With offices across the U.S. and clients ranging from Fortune 500 companies to government organizations, we provide opportunities that help professionals grow their careers while making an impact. When you work with Seneca, you re choosing a company that invests in your success, celebrates your achievements, and connects you to meaningful work with leading organizations nationwide. We take the time to understand your goals and match you with roles that align with your skills and career path. Our consultants and contractors enjoy competitive pay, comprehensive health, dental, and vision coverage, 401(k) retirement plans, and the support of a dedicated team who will advocate for you every step of the way. Seneca Resources is proud to be an Equal Opportunity Employer, committed to fostering a diverse and inclusive workplace where all qualified individuals are encouraged to apply.