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Help Desk Manager Jobs in Springfield, VA (NOW HIRING)

Iron Bow Technologies

Help Desk Manager

Herndon, VA · On-site

Our Help Desk Manager partners with the contract leadership to support and ensure oversight of contract requirements, operability, coordination, and reporting. The Help Desk Manager will engage with ...

SiloSmashers

Help Desk Manager

Arlington, VA · On-site

Help Desk Manager This position is part of a proposal submission and is contingent upon contract award. Location: Arlington, VA (Hybrid) Clearance: DHS Suitability Description: Oversee help desk ...

SiloSmashers

Help Desk Manager

Arlington, VA · Hybrid

Help Desk Manager This position is part of a proposal submission and is contingent upon contract award. Location: Arlington, VA (Hybrid) Clearance: DHS Suitability Description: Oversee help desk ...

SiloSmashers

Help Desk Manager

Arlington, VA · On-site

Help Desk Manager This position is part of a proposal submission and is contingent upon contract award. Location: Arlington, VA (Hybrid) Clearance: DHS Suitability Description: Oversee help desk ...

Apply Early

Integral

Help Desk Manager

Tysons Corner, VA · On-site

The Help Desk Manager is responsible for overseeing help desk operations and ensuring customer satisfaction for the Defense Nuclear Facilities Safety Board (DNFSB). * Plan and implement the ...

Integral

Help Desk Manager

Tysons, VA · On-site

Overview The Help Desk Manager is responsible for overseeing help desk operations and ensuring customer satisfaction for the Defense Nuclear Facilities Safety Board (DNFSB). Responsibilities * Plan ...

Stanley Martin Homes

Help Desk Manager

Reston, VA · On-site

The Help Desk Manager will build structure, accountability, and consistency across the support function and serve as the operational owner for ticket quality, service levels, knowledge management ...

E Logic

Help Desk Manager

Washington, DC · On-site

$50K/yr

E-logic is seeking a Help Desk Manager to lead an onsite IT customer service team supporting over 4,000 users across the the Deputy Under Secretary of the Navy (Management) - Information Technology ...

Leidos

Help Desk Manager

Chantilly, VA · On-site

$92K - $166K/yr

GxNext is looking for a Help Desk Manager who would be responsible for leading a team of technical support specialists, overseeing the day-to-day operations of a help desk, ensuring timely and ...

Leidos

Help Desk Manager

Chantilly, VA · On-site

$92K - $166K/yr

GxNext is looking for a Help Desk Manager who would be responsible for leading a team of technical support specialists, overseeing the day-to-day operations of a help desk, ensuring timely and ...

CSA Global LLC

Help Desk Manager

Washington, DC · Hybrid

Help Desk Leadership & Operations: Manage onsite IT Help Desk operations serving 21 directorates within the Navy Secretariat. Oversee cross-trained IT personnel and stagger staff schedules to ensure ...

CSA Global LLC

Help Desk Manager

Washington, DC · On-site

Client Solution Architects (CSA) is currently seeking a Help Desk Manager to support a program onsite* in the Washington DC area. For nearly 50 years, CSA has delivered integrated technology and ...

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ORBIS Inc

Help Desk Manager

Washington, DC · On-site

Recruit, train, mentor, and manage help desk technicians and representatives. * Operational Oversight: Manage daily ticket flow, assign tasks, ensure prompt resolution, and maintain service level ...

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All JobsHelp Desk Manager JobsHelp Desk Manager Jobs in Springfield, VA

Help Desk Manager information

See Springfield, VA salary details

$39.2K

$87.5K

$130K

How much do help desk manager jobs pay per year?

As of Jul 1, 2026, the average yearly pay for help desk manager in Springfield, VA is $87,512.00, according to ZipRecruiter salary data. Most workers in this role earn between $68,900.00 and $104,500.00 per year, depending on experience, location, and employer.

What does a Help Desk Manager do?

A Help Desk Manager oversees the support team responsible for assisting users with technical issues, ensuring efficient and effective IT service delivery. They manage daily operations, coordinate with other departments, implement support processes, and monitor ticket resolution to maintain high customer satisfaction. Additionally, Help Desk Managers train staff, manage performance, and analyze support data to improve service quality.

What is the difference between Help Desk Manager vs Help Desk Technician?

AspectHelp Desk ManagerHelp Desk Technician
CertificationsITIL, HDI-Support Center Analyst, CompTIA A+CompTIA A+, HDI Support Center Analyst
Work EnvironmentSupervises support teams, manages workflows, oversees customer serviceProvides technical support, troubleshoots hardware/software issues
Employer & Industry UsageIT departments, tech companies, large organizationsHelp desks, IT support centers, small to medium businesses

The Help Desk Manager oversees support teams and manages support operations, while the Help Desk Technician focuses on providing direct technical assistance to users. Both roles require similar certifications and are integral to IT support, but the manager has a broader supervisory and administrative focus.

How does a Help Desk Manager typically support and develop their team to handle high-volume support requests effectively?

A Help Desk Manager plays a key role in ensuring their team can efficiently manage high volumes of support requests by implementing clear processes, providing ongoing training, and utilizing help desk software for ticket tracking and prioritization. They regularly monitor workload distribution, set realistic performance targets, and encourage knowledge sharing among team members. Additionally, they foster a collaborative environment where technicians can escalate complex issues and receive guidance, helping to reduce burnout and improve service quality.

What Does a Help Desk Manager Do?

A help desk manager oversees the technical support department for a retail company, typically in the computer or electronic industry. As the help desk manager, you are responsible for managing the support staff. Your job duties include ensuring that computer users get the help they need with software, hardware, or any other tech product. In this job, you may communicate directly with clients or direct your staff members in best communication practices. Qualifications for this career include a bachelor’s degree in a computer-related field and management experience. You also need strong leadership and customer service skills.

What are the key skills and qualifications needed to thrive as a Help Desk Manager, and why are they important?

To thrive as a Help Desk Manager, you need strong technical troubleshooting abilities, leadership experience, and a background in IT support, often supported by a degree in information technology or relevant certifications. Familiarity with ticketing systems such as ServiceNow or Zendesk, as well as ITIL or CompTIA certifications, is typically required. Excellent communication, problem-solving, and team management skills help you motivate staff and resolve customer issues efficiently. These skills ensure smooth IT operations, high customer satisfaction, and effective team performance.
More about Help Desk Manager jobs
What are the most commonly searched types of Help Desk jobs in Springfield, VA? The most popular types of Help Desk jobs in Springfield, VA are:
What are popular job titles related to Help Desk Manager jobs in Springfield, VA? For Help Desk Manager jobs in Springfield, VA, the most frequently searched job titles are:
What job categories do people searching Help Desk Manager jobs in Springfield, VA look for? The top searched job categories for Help Desk Manager jobs in Springfield, VA are:
What cities near Springfield, VA are hiring for Help Desk Manager jobs? Cities near Springfield, VA with the most Help Desk Manager job openings:
Help Desk Manager jobs near you
Infographic showing various Help Desk Manager job openings in Springfield, VA as of June 2026, with employment types broken down into 62% Full Time, 16% Part Time, 3% Temporary, and 19% Contract. Highlights an 96% Physical, 1% Hybrid, and 3% Remote job distribution, with an average salary of $87,512 per year, or $42.1 per hour.
Help Desk Manager

Help Desk Manager

Iron Bow Technologies

Herndon, VA • On-site

Full-time

This job post has expired today. Applications are no longer accepted.

Key responsibilities

  • Provide daily oversight and guidance to a team of Tier 1 Help Desk Technicians to ensure effective customer support for the DOJ CIV staff.

  • Produce daily, weekly, and monthly ACD and ITSM ticket statistics and reports, and identify opportunities to improve data presentation and dashboard design.

  • Coordinate team scheduling to ensure staffing coverage across all work shifts, 7 days a week.

Job description

Iron Bow Technologies is for people who believe trust is paramount, transformation is embraced, and the future is here, because "What we do matters!"
We are a next generation solutions provider, delivering mission success across government, healthcare, and commercial industries. Iron Bow relies on our passionate people, long standing partnerships, and strategic thinking to solve your most critical challenges.
Whether we team with clients, colleagues, or partners, we put each other first. It's The Iron Bow Way.
THE HIGH LEVEL
Iron Bow Technologies is seeking an experienced Help Desk Manger to support an existing, long-term Federal Government customer, the Department of Justice (DOJ) Civil Division (CIV) to provide leadership and management for our DOJ Call Center operations, which supports the DOJ user community 7 days/week. Our DOJ-dedicated Call Center is in Herndon, VA. Our Help Desk Manager partners with the contract leadership to support and ensure oversight of contract requirements, operability, coordination, and reporting. The Help Desk Manager will engage with other program Leads to ensure teamwide collaboration and messaging. This position requires onsite work at our Call Center. There are times with the Manager will need to support an event or special project at a DOJ site in Washington, DC. Once acclimated into the program, there may be an opportunity to move to a hybrid work schedule. It's important to keep in mind a hybrid schedule is based on customer approval and authorization.
ALL QUALIFIED CANDIDATES MUST HOLD A SECRET CLEARANCE
WHAT YOU'LL BE DOING
The Help Desk Manager provides daily oversight and guidance with a team of Help Desk Tier 1 Technicians responsible for consistently delivering customer support that focuses on ensuring the DOJ CIV staff can remain productive and are provided with responses that are technically accurate. The Team leverages DOJ's documented guidelines and standard operating procedures (SOPs) as needed, including the appropriate incident escalation to on the teams on the contract. You bring the talent and experience that results in maintaining a team of qualified Tier 1 Technicians, this including candidate interviewing and selection. Other responsibilities include:
  • Understanding our client's business needs and continually strive to meet these needs
  • Daily communication and collaboration with the Tier 1 Help Desk Team, your team
  • Using daily call stats, assess where staff may be struggling and offer coaching and guidance to help position all Tier 1 team members to be successful
  • Give recognition and praise where appropriate - we do get messages of appreciation from customers for outstanding support, and we want to ensure that messaging also gets back to the staff member(s)
  • Engaged with DOJ CIV leadership and program/contract leadership - be prepared to provide status to senior leaders, through both verbal and presentation
  • Produce daily, weekly, and monthly ACD and ITSM ticket stats and status - identify opportunities to improve how data is presented as well as have input into dashboard design and improvement
  • Manage and support the creation and update of SOPs that are specific to the Tier 1 Help Desk operations, including a focus to pull solutions to the Help Desk that increase opportunities for resolution at Tier 1
  • Coordinate team wide scheduling to for staffing coverage across all work shifts, 7 days/week
  • Understanding our ACD workflow and keeping a pulse on potential workflow improvements that focus on opportunities to elevate our customer's experience
  • You will be working directly with Federal DOJ CIV Customer Service Team regarding customer issues and items that influence customer service and customer satisfaction

WHAT YOU BRING TO THE TABLE
  • You bring a minimum of 8 years of experience overseeing/leading help desk environments that are dedicated to delivering positive customer experiences
  • Excellent verbal and written communication skills - ability to effectively communicate with all levels of the project team, and with company/contract leadership
  • You have experience leading Help Desk Teams that use a formal ACD
  • Knowledge and experience leading a team that uses a formal ITSM for incident recording and tracking
  • Proficient in the Microsoft Office Suite, including Excel, Word and SharePoint
  • Have led a Help Desk organization that had firm contractual reporting requirements, to include daily ACD call stats, weekly stats/trends, and monthly reporting
  • You review customer survey responses to gauge overall customer satisfaction and use information that will help to improve overall customer satisfaction as well as the survey itself
  • Ability to engage with 3rd party vendors as needed, such as the ACD vendor when there may be a need to assess oddities in the daily ACD reporting
  • You have Leadership experience managing and coaching Help Desk Technicians
  • Experience coordinating work schedules for a team of Help Desk Technicians supporting a Help Desk open 7 days a week
  • You have a comprehensive understanding of contract SLAs - monitor and report status against SLAs - and understand the importance of contractual SLAs
  • Strong propensity and aptitude for solving client business needs
  • You welcome and encourage team wide communication and collaboration, and welcome opportunities to engage with all areas of the overall program
  • BS in Computer Science or other relevant discipline
  • CCSP (Certified Customer Service Professional) certification or equivalent - hold certification at start or commit to obtaining within 60 days of start
  • MCP (Microsoft Certified Professional) certification - hold certification at start or commit to obtaining within 60 days of start - will consider existing certification in MD 100 or Google IT Support as a substitute
  • Knowledge and understanding of ITIL, CMMI, and ISO best practices added plus, but not required

TRAVEL REQUIREMENTS
This position requires candidates based in a location that is accessible to our DOJ Call Center located in Herndon, VA. There are no travel requirements outside the DC metro area.
WHY YOU'LL LOVE IT
  • Be a leader in providing the highest level of customer experience and excellence in a fast-paced and exciting environment and a role model for team members.
  • Iron Bow is rapidly growing and with growth comes opportunity for all. There is palpable energy and momentum across the company that is easy to tap into and be inspired by.
  • Be a part of organizational transformation. Now's the time to join. Iron Bow is redesigning our customer and employee experience. This new approach elevates all and truly enables success.

#LI-PD1
OUR EQUAL OPPORTUNITY EMPLOYER COMMITMENT
Iron Bow Technologies is an Equal Opportunity Employer and is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Iron Bow are based on relevant business considerations, such as operational needs, job requirements and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity and/or gender expression, pregnancy, national origin, age, disability, status as a protected veteran or any other characteristic prohibited by law. Iron Bow will not tolerate discrimination or harassment based on any of these characteristics.

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