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Enterprise Help Desk Support Jobs in Springfield, VA

BTI

Help Desk Manager

Washington, DC · On-site

$125 - $150/hr

Position Overview The Help Desk Manager will oversee Enterprise Help Desk operations supporting the ... U.S. Equal Employment Opportunity Commission. This position is responsible for managing daily ...

BTI

Help Desk Manager

Washington, DC · On-site

Position Overview The Help Desk Manager will oversee Enterprise Help Desk operations supporting the ... U.S. Equal Employment Opportunity Commission. This position is responsible for managing daily ...

Essnova Solutions, Inc.

Help Desk Support

Washington, DC · On-site

$23.25 - $31.75/hr

The TRIRIGA Help Desk Support provides second-level user support for issue resolution, escalates technical problems, and maintains support documentation. * Operate and manage the TRIRIGA Help Desk ...

Essnova Solutions, Inc.

Help Desk Support

Washington, DC · On-site

$23.25 - $31.75/hr

The TRIRIGA Help Desk Support provides second-level user support for issue resolution, escalates technical problems, and maintains support documentation. * Operate and manage the TRIRIGA Help Desk ...

Essnova Solutions, Inc.

Help Desk Support

Washington, DC · On-site

$23.25 - $31.75/hr

The TRIRIGA Help Desk Support provides second-level user support for issue resolution, escalates technical problems, and maintains support documentation. * Operate and manage the TRIRIGA Help Desk ...

Quantum Sky

Helpdesk Manager

Washington, DC · On-site

The role will manage and coordinate Enterprise Help Desk support for EEOC Headquarters and geographically dispersed field offices, supporting availability, performance, security, service delivery ...

Quantum Sky

Helpdesk Manager

Washington, DC · On-site

The role will manage and coordinate Enterprise Help Desk support for EEOC Headquarters and geographically dispersed field offices, supporting availability, performance, security, service delivery ...

Leidos

Enterprise Help Desk (EHD) Agent, Tier 1

Lorton, VA · On-site

$17.25 - $22/hr

Leidos has an exciting IT Customer Support Associate opportunity working onsite at our customer ... The Mission Enablement Center (MDEC) is seeking an experienced Enterprise Help Desk (EHD) Tier 1 ...

Leidos

Enterprise Help Desk (EHD) Agent, Tier 1

Lorton, VA · On-site

$17.25 - $22/hr

Leidos has an exciting IT Customer Support Associate opportunity working onsite at our customer ... The Mission Enablement Center (MDEC) is seeking an experienced Enterprise Help Desk (EHD) Tier 1 ...

Morfologica

Help Desk/Support Specialist

Reston, VA · On-site

Morfologica, Inc. is seeking several Help Desk/Support Specialist who are willing to support established software development teams at various Federal Facilities throughout Northern Virginia.

Intrepidgs

Sr Help Desk Support Specialist

Mclean, VA · On-site

Position is contingent upon contract award The Sr Help Desk Support Specialist provides second-tier ... The specialist supports enterprise-wide IT operations including mobility devices, wireless networks ...

IntrepidGS

Sr Help Desk Support Specialist

Mclean, VA · On-site

... enterprise or DoD environment, with at least 2 years in a senior help desk or system support role • IAT II Compliant • Advanced proficiency in Windows 11 Enterprise, Microsoft 365, Active ...

Infojini Inc

HELP DESK

Washington, DC · On-site

$23.25 - $31.75/hr

... enterprise server client administration and/or Blackberry or similar smart phone support. 8 ... help desk cases via CA Service Desk or BMC Remedy. 2.At least Two years' experience in desktop ...

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Enterprise Help Desk Support information

See Springfield, VA salary details

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How much do enterprise help desk support jobs pay per hour?

As of Sep 9, 2026, the average hourly pay for enterprise help desk support in Springfield, VA is $21.77, according to ZipRecruiter salary data. Most workers in this role earn between $18.32 and $24.09 per hour, depending on experience, location, and employer.
Infographic showing various Enterprise Help Desk Support job openings in Springfield, VA as of June 2026, with employment types broken down into 14% As Needed, 72% Full Time, 7% Part Time, and 7% Temporary. Highlights an 82% Physical, 5% Hybrid, and 13% Remote job distribution, with an average salary of $45,287 per year, or $21.8 per hour.

Help Desk Manager

Washington, DC • On-site

Business Technology Integrators
See more jobs at Business Technology Integratorsexternal

Full-time

Posted 7 days ago

Job description

Business Technology Integrators (BTI) is a Service-Disabled Veteran-Owned Small Business (SDVOSB) with more than 25 years of experience delivering innovative and reliable IT and engineering solutions to the Federal Government. BTI supports mission-critical programs across defense and civilian agencies, with core expertise in cybersecurity, program management, enterprise IT, and technical oversight services.
Company Overview:
The U.S. Equal Employment Opportunity Commission (EEOC) is responsible for enforcing federal laws that make it illegal to discriminate against a job applicant or an employee because of the person's race, color, religion, sex (including pregnancy, childbirth, or related conditions, transgender status, and sexual orientation), national origin, age (40 or older), disability or genetic information.
Most employers with at least 15 employees are covered by EEOC laws (20 employees in age discrimination cases). Most labor unions and employment agencies are also covered.
The laws apply to all types of work situations, including hiring, firing, promotions, harassment, training, wages, and benefits.
Position Overview
The Help Desk Manager will oversee Enterprise Help Desk operations supporting the U.S. Equal Employment Opportunity Commission. This position is responsible for managing daily service desk operations, supervising help desk personnel, allocating resources, monitoring ticket performance, and ensuring end-user technical issues are resolved within established service-level requirements.
The Help Desk Manager will ensure contractor processes align with recognized IT service management best practices, including ITIL v4 and subsequent updates. The manager will also serve as the designated management authority for reviewing and approving escalated ticket resolutions and closures.
Key Responsibilities
  • Oversee the daily operations and performance of the EEOC Enterprise Help Desk.
  • Manage, supervise, and provide guidance to help desk personnel responsible for handling technical incidents, service requests, and end-user support.
  • Assign personnel and allocate resources based on ticket volume, priority, complexity, staffing availability, and service-level requirements.
  • Ensure contractor help desk processes align with recognized industry best practices, including ITIL v4 and subsequent updates.
  • Monitor the complete ticket lifecycle, including ticket assignment, prioritization, escalation, investigation, resolution, documentation, approval, and closure.
  • Review escalated tickets and provide required Help Desk Manager approvals for ticket resolutions and closures.
  • Ensure all ticket resolutions are properly documented and that required approvals are obtained from the Help Desk Manager or designated EEOC management before closure.
  • Ensure tickets are closed in accordance with established EEOC and contractual procedures.
  • Ensure at least 95% of assigned tickets are completed within required service levels.
  • Monitor ticket backlogs, aging tickets, response and resolution times, reopened tickets, escalation rates, and recurring technical issues.
  • Identify tickets at risk of exceeding service-level requirements and implement timely corrective actions.
  • Serve as the primary escalation point for complex, high-priority, sensitive, or unresolved technical incidents and service requests.
  • Coordinate escalated issues with EEOC management, technical teams, vendors, contractors, and other support groups as necessary.
  • Review ticket documentation for accuracy and completeness, including troubleshooting actions, resolutions, user communications, management approvals, and closure details.
  • Ensure help desk personnel provide professional, timely, courteous, and customer-focused support to EEOC employees and stakeholders.
  • Develop, maintain, and enforce help desk operating procedures, escalation processes, workflows, knowledge articles, and quality standards.
  • Analyze help desk data and performance trends to identify recurring issues, process gaps, training needs, and opportunities for service improvement.
  • Prepare operational reports and management briefings addressing ticket volume, service-level compliance, open and aging tickets, escalations, staffing, customer-service issues, and overall help desk performance.
  • Provide coaching, training, technical guidance, and performance feedback to help desk personnel.
  • Support continuous service improvement by recommending changes to staffing, tools, procedures, workflows, documentation, and service-delivery practices.
  • Ensure Enterprise Help Desk operations comply with EEOC policies, contractual requirements, information security procedures, and applicable quality standards.
Education Requirements
  • Bachelor's degree in Information Technology, Computer Science, Information Systems, Business Administration, or a closely related field.
  • Additional relevant professional experience may be considered as a substitute for the degree if permitted by the contract.
Experience Requirements
  • Minimum of seven years of progressively responsible experience in IT support, technical support, help desk, or service desk operations.
  • At least three years of experience managing or supervising an enterprise help desk or service desk operation.
  • Demonstrated experience managing help desk personnel, staffing, schedules, workloads, escalations, ticket approvals, and resource allocation.
  • Experience monitoring and managing service-level agreements, operational performance metrics, ticket backlogs, and customer-service standards.
  • Experience using an enterprise ticketing or IT service management platform.
  • Demonstrated experience with ITIL-aligned incident management, service request management, escalation, problem management, resolution, and ticket-closure processes.
  • Experience preparing operational reports, analyzing service desk metrics, and implementing corrective or continuous-improvement actions.
  • Previous experience supporting a federal government agency or federal IT contract is preferred.
Certification Requirements
  • ITIL v4 Foundation certification is required.
  • HDI Support Center Manager, HDI Support Center Team Lead, CompTIA Security+, or another relevant IT service management or technical support certification is preferred.

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