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It Customer Service Manager Jobs in Reston, VA (NOW HIRING)

AMERICAN SYSTEMS

IT Operations Manager

Arlington, VA · On-site

$166K - $218K/yr

The role trains and coaches help desk personnel, monitors service levels and customer experience ... Through disciplined use of information technology service management processes and tools, the Help ...

AMERICAN SYSTEMS

IT Operations Manager

Arlington, VA · On-site

$166K - $218K/yr

The role trains and coaches help desk personnel, monitors service levels and customer experience ... Through disciplined use of information technology service management processes and tools, the Help ...

Skyward IT Solutions, LLC

IT Project Manager

Washington, DC · Hybrid

$100K - $120K/yr

Conduct analyses of previously implemented systems, ensuring each system is meeting customer and ... Opportunity to work in a collaborative, motivated team focused on modernizing government services ...

Skyward IT Solutions, LLC

IT Project Manager

Washington, DC · Hybrid

$100K - $120K/yr

Conduct analyses of previously implemented systems, ensuring each system is meeting customer and ... Opportunity to work in a collaborative, motivated team focused on modernizing government services ...

Next Step Systems

IT Manager

Washington, DC · On-site

$107K - $131K/yr

This IT Manager position is Hybrid, in the office 2-3 times a week. IT Manager Responsibilities: - Lead large IT projects, including the design and deployment of new IT systems and services ...

IntelliDyne

IT Help Desk Manager

Herndon, VA · On-site +1

IT Help Desk Manager Location: Washington, DC (hybrid) - some travel to Herndon, VA Clearance ... This position ensures high-quality customer service, timely incident resolution, and continuous ...

mPower, Inc.

IT Program Manager

Bethesda, MD · On-site

$115K - $130K/yr

Anticipate customer needs, proactively address program challenges, and identify opportunities to ... Identify opportunities to improve IT processes, service delivery, and operational efficiency.

mPower, Inc.

IT Program Manager

Bethesda, MD · On-site

$115K - $130K/yr

Anticipate customer needs, proactively address program challenges, and identify opportunities to ... Identify opportunities to improve IT processes, service delivery, and operational efficiency.

IntelliDyne

IT Help Desk Manager

Herndon, VA · On-site

IT Help Desk Manager Location: Herndon, VA (100% Onsite) Clearance: Active Secret or higher Status ... This position ensures high-quality customer service, timely incident resolution, and continuous ...

mPower, Inc.

IT Program Manager

Bethesda, MD · On-site

$115K - $130K/yr

Anticipate customer needs, proactively address program challenges, and identify opportunities to ... Identify opportunities to improve IT processes, service delivery, and operational efficiency.

mPower, Inc.

IT Program Manager

Bethesda, MD · On-site

$115K - $130K/yr

Anticipate customer needs, proactively address program challenges, and identify opportunities to ... Identify opportunities to improve IT processes, service delivery, and operational efficiency.

Socket.dev

IT Manager

Sterling, VA · On-site

$100K - $120K/yr

This position is the functional owner of IT operations, cybersecurity coordination, technology planning, vendor management, and end-user support services. This position is accountable for ...

Core One

IT Manager

Sterling, VA · On-site

$100K - $120K/yr

This position is the functional owner of IT operations, cybersecurity coordination, technology planning, vendor management, and end-user support services. This position is accountable for ...

CADCA

IT Manager

Alexandria, VA · On-site

$75K - $110K/yr

Manage integrations between CRM, AMS, LMS, and other member-facing platforms Data & Database ... Manage relationships with outsourced MSP and other technology service providers, consultants, and ...

Core One

IT Manager

Sterling, VA · Hybrid

$100K - $120K/yr

This position is the functional owner of IT operations, cybersecurity coordination, technology planning, vendor management, and end-user support services. This position is accountable for ...

Heven AeroTech

IT Manager

Sterling, VA · On-site

$94K - $115K/yr

The IT Manager works closely with HEVEN's external managed service provider (MSP) and managed security service provider (MSSP), acting as the internal owner who directs those partners, holds them ...

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All JobsIt Customer Service JobsIt Customer Service Manager JobsIt Customer Service Manager Jobs in Reston, VA

It Customer Service Manager information

See Reston, VA salary details

$25.5K

$60.3K

$105.1K

How much do it customer service manager jobs pay per year?

As of Sep 14, 2026, the average yearly pay for it customer service manager in Reston, VA is $60,339.00, according to ZipRecruiter salary data. Most workers in this role earn between $42,700.00 and $72,800.00 per year, depending on experience, location, and employer.

What is an IT Customer Service Manager?

IT Customer Service Managers are professionals responsible for overseeing a team that provides technical support and customer service for IT products or services. They ensure that customer issues are resolved efficiently, manage support staff, develop service procedures, and monitor performance metrics. Their role is crucial in maintaining customer satisfaction, improving support processes, and acting as a bridge between technical teams and clients. These managers also handle escalated issues and may be involved in training staff and implementing new support technologies.

How does an IT Customer Service Manager balance technical problem-solving with team leadership responsibilities?

An IT Customer Service Manager often divides their time between overseeing daily support operations and mentoring their team. While they may step in to resolve complex technical issues, a significant part of their role is to set performance standards, coach staff, and ensure customer satisfaction. Balancing these priorities requires strong organizational skills and the ability to delegate routine technical tasks, allowing them to focus on process improvement and staff development. Regular communication with other IT departments and stakeholders is also crucial to keep support aligned with broader business objectives.

What are the key skills and qualifications needed to thrive as an IT Customer Service Manager?

To thrive as an IT Customer Service Manager, you need a solid background in IT support, service management, and leadership, often supported by a degree in information technology or a related field. Familiarity with IT service management (ITSM) tools like ServiceNow or Zendesk, and certifications such as ITIL or CompTIA, are typically required. Outstanding communication, problem-solving, and conflict resolution skills help you effectively manage teams and address customer concerns. These skills ensure efficient service delivery, high customer satisfaction, and seamless coordination between technical teams and end users.

What is the difference between It Customer Service Manager vs Help Desk Supervisor?

AspectIt Customer Service ManagerHelp Desk Supervisor
CredentialsIT certifications, customer service experienceIT certifications, help desk experience
Work EnvironmentOversees customer support teams, manages client interactionsSupervises help desk staff, handles technical support issues
Employer & IndustryIT service providers, tech companiesIT departments, tech support firms
Search & Comparison IntentUnderstanding managerial roles in IT supportSupervisory roles in help desk support

The main difference between an It Customer Service Manager and a Help Desk Supervisor lies in their scope of responsibilities. The It Customer Service Manager typically oversees the entire customer support operation, focusing on strategy and client satisfaction, while the Help Desk Supervisor manages daily technical support staff and resolves technical issues. Both roles require IT knowledge and customer service skills, but the manager position involves broader oversight and higher-level decision-making.

Is an IT customer service manager a stressful job?

IT customer service managers often face stress due to managing technical issues, meeting service level agreements, and handling customer complaints. The role requires strong communication skills, problem-solving abilities, and the ability to work under pressure, especially during system outages or high-demand periods.

What cities near Reston, VA are hiring for It Customer Service Manager jobs?

Cities near Reston, VA with the most It Customer Service Manager job openings:

It Customer Service Manager jobs near you
Infographic showing various It Customer Service Manager job openings in Reston, VA as of September 2026, with employment types broken down into 68% Full Time, 13% Part Time, 6% Temporary, and 13% Contract. Highlights an 87% In-person, and 13% Hybrid job distribution, with an average salary of $60,339 per year, or $29 per hour.

IT Operations Manager

Arlington, VA • On-site

AMERICAN SYSTEMS
See more jobs at AMERICAN SYSTEMSexternal

$166K - $218K/yr

Full-time

Medical, Retirement, PTO

Posted 28 days ago

Job description

Overview
The Help Desk Specialist Manager leads the staff and day-to-day operations of the technical service desk supporting the F-35 Joint Program Office Virtual Enterprise environment. This position directs second-tier support for end-user hardware, software, applications, servers, network services, service requests, incidents, and recurring problems that cannot be resolved at the first tier. The role trains and coaches help desk personnel, monitors service levels and customer experience, serves as an escalation point for critical or unusual issues, and uses performance data, post-incident reviews, and root-cause analysis to improve service quality. Through disciplined use of information technology service management processes and tools, the Help Desk Specialist Manager promotes timely restoration of service, accurate ticket handling, effective knowledge transfer, and continual service improvement.
Responsibilities
  • Lead configuration- and change-management personnel and oversee day-to-day execution of technical baseline, change-control, and documentation activities.
  • Develop, maintain, and enforce approved configuration baselines for servers, workstations, network devices, applications, commercial software, Government software, and related infrastructure.
  • Track, log, categorize, distribute, and maintain change packages resulting from approved Configuration Control Board, Change Approval Board, Technical Review Board, or emergency change actions.
  • Evaluate proposed changes for technical dependencies, cybersecurity risk, testing requirements, implementation steps, rollback procedures, service impact, and required approvals.
  • Facilitate change-control meetings and ensure that decisions, action items, implementation status, deadlines, exceptions, and unresolved issues are accurately documented and communicated.
  • Maintain configuration records, audit trails, architectural diagrams, system documentation, and applicable Risk Management Framework or authorization artifacts affected by approved changes.
  • Monitor for configuration drift and coordinate remediation to keep systems aligned with approved baselines and applicable information technology and cybersecurity standards.
  • Train and guide personnel on configuration-management methodology, documentation expectations, change status requirements, and proactive control of technical changes.
  • Coordinate with system administrators, network engineers, application teams, cybersecurity personnel, service-management teams, and Government stakeholders to support effective implementation.

Qualifications
  • Bachelor's degree from an accredited college or university in information technology, computer science, cybersecurity, engineering, or a related discipline.
  • Minimum of 10 years of related experience in information technology operations, configuration management, change management, systems administration, network operations, or a comparable technical field.
  • Experience managing technical personnel and ensuring that department milestones, operational goals, schedules, and approved resource constraints are met.
  • Demonstrated knowledge of hardware, software, server, application, and network configurations and the operational and security implications of technical changes.
  • Experience with configuration baselines, change packages, configuration control boards, implementation and rollback planning, audit trails, and configuration-management databases.
  • Working knowledge of Risk Management Framework and authorization-to-operate maintenance activities, including updates to security and technical documentation affected by system changes.
  • Ability to apply relevant configuration- and service-management practices and frameworks, including Information Technology Infrastructure Library, National Institute of Standards and Technology, and Federal Information Security Modernization Act requirements.
  • CLEARANCE: Active Secret clearance

Pay Transparency Statement
AMERICAN SYSTEMS is committed to pay transparency for our applicants and employee-owners. The salary range for this position is USD $133,000.00/Yr. - USD $222,100.00/Yr. Actual compensation will be determined based on several factors permitted by law. AMERICAN SYSTEMS provides for the welfare of its employees and their dependents through a comprehensive benefits program by offering healthcare benefits, paid leave, retirement plans, insurance programs, and education and training assistance.
EEO Statement
EEO Race/Sex/Disability Status/Veteran Status

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