Deskside Support Manager - Tier 2

Deskside Support Manager- Tier 2 

Status: Exempt

Location: Washington, DC (Hybrid 3 days onsite/2 remote)

Salary Range: $110k to $130k

Clearance: Secret

Responsibilities:

• Be the primary customer service champion of the program. 
• Design effective quality assurance measures for service requests and ensure compliance by the team. 
• Engage dissatisfied customers and diffuse escalated situations. 
• Ensure compliance against contractual SLA targets. 
• Efficiently prioritize incident and service request tickets in alignment with client priorities. 
• Work with VIPs, providing “white glove” service where necessary. 
• Coordinate the logistics of and conduct the movement of assets and equipment to various Civil Division facilities when needed. 
• Manage the knowledge base and standard operating procedure (SOP) library of the team. 
• Provide reporting on incident and service request resolution as well as project status as required by management and the client. 
• Schedule team assignments and locations strategically to maximize results. 

Qualifications: 

Required:

• Minimum 8 years IT experience 
• Minimum 6 years of management experience; preferred leading Help Desk or Service Desk environment 
• Bachelor’s degree; IT related field 
• Must possess an HDI certification (Ex. Support Center Manager or Desktop Support Manager) prior to start
• Possess one of the following certifications or demonstrated equivalent experience:
  • MCP, MCSA or MCSE certification 
• Clearance: Must have a Secret level security clearance
• Ability to multi-task, work independently and prioritize departmental workload based on direction from senior management and/or customer 
• Proven Customer Service skills including the ability to focus on building customer relationships and responding to customer needs 
• Strong coaching and feedback skills 
• Ability to instill sense of urgency and be able to motivate the same sense of urgency in those under his/her leadership 
• Excellent verbal and written communication skills, phone etiquette, keyboarding skills, data entry skills, people skills, customer focused and service oriented, attentive to details, act with professionalism, able to multi-task 

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.

Our Benefits

• Inclusive and supportive work environment
• Competitive compensation package
• Professional growth through annual subsidy for trainings, certifications, professional memberships as well as mentorships and job shadowing
• Medical, dental, vision, 401(K) with company match
• Flexible Paid Time Off Program, 11 holidays, paid parental leave, military leave, and government shutdown leave
• Rewards and recognition through peer awards, service year awards, spot bonuses, and annual company awards
• Wellness and mental health benefits
• Commuter benefits
• Flexible work options

IntelliDyne is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please contact [email protected] or 703-575-9715.