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It Helpdesk Manager Jobs in Springfield, VA (NOW HIRING)

AXIS Management Group, LLC

Be Seen First

IT Help Desk Technician

Arlington, VA · On-site

$58K - $70K/yr

We are seeking a Tier 2 IT Help Desk Technician to provide on-site technical support for a Federal ... Follow ITIL-based support processes for incident management, documentation, escalation, and service ...

ford agency

IT Help Desk Technician

Washington, DC

$51K - $82K/yr

The Ford Agency is actively recruiting for an IT Help Desk Technician for a top DC law firm. This ... Manage and resolve Tier 1 service desk request * Track and resolve service tickets in a timely ...

Rapid Strategy

IT Help Desk Specialist

Washington, DC · On-site

$65 - $90/hr

Support enterprise endpoint management platforms including Microsoft Intune, JAMF, Ivanti Endpoint ... Minimum three (3) years of enterprise IT Help Desk, Desktop Support, or Endpoint Administration ...

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All JobsIt Helpdesk JobsIt Helpdesk Manager JobsIt Helpdesk Manager Jobs in Springfield, VA

It Helpdesk Manager information

See Springfield, VA salary details

$39.2K

$87.5K

$130K

How much do it helpdesk manager jobs pay per year?

As of Sep 4, 2026, the average yearly pay for it helpdesk 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 is an IT Helpdesk manager?

IT Helpdesk Managers are professionals responsible for overseeing the support team that assists users with technical issues related to computers, software, and networks. They ensure that helpdesk operations run smoothly, manage support staff, set service standards, and resolve escalated technical problems. Their role includes analyzing support processes, implementing improvements, and often liaising between IT departments and end-users to ensure high-quality service. IT Helpdesk Managers play a key role in maintaining system efficiency and user satisfaction within an organization.

What does an IT Helpdesk manager do?

As an IT Helpdesk Manager, you'll need to strike a balance between hands-on problem-solving and overseeing your team’s performance. While you may occasionally handle complex escalations, your primary focus will be on mentoring staff, monitoring ticket queues, setting service standards, and ensuring effective communication between the helpdesk and other departments. Success in this role often comes from strong organizational skills and the ability to foster a collaborative, customer-oriented environment. Regular team meetings, performance reviews, and process improvements are also key parts of the job.

What are the key skills and qualifications needed to thrive as an IT Helpdesk manager?

To thrive as an IT Helpdesk Manager, you need strong technical knowledge in IT support, troubleshooting, and systems administration, usually backed by a degree in information technology or a related field. Familiarity with ticketing systems, remote support tools, and certifications like CompTIA A+ or ITIL are commonly expected. Exceptional leadership, problem-solving, and communication skills help manage teams and ensure high-quality user support. These abilities are crucial for maintaining efficient IT operations, resolving issues promptly, and delivering excellent service to end users.

What is the difference between It Helpdesk Manager vs It Support Specialist?

AspectIt Helpdesk ManagerIt Support Specialist
CertificationsITIL, CompTIA A+, Network+CompTIA A+, Microsoft Certified
Work EnvironmentSupervises helpdesk team, manages support processesProvides technical support directly to users
Employer & Industry UsageIT departments across industries, corporate helpdesksHelpdesk and support centers, IT service providers

The main difference is that an It Helpdesk Manager oversees the support team and manages support operations, while an It Support Specialist provides direct technical assistance to users. The manager focuses on team coordination and process improvement, whereas the specialist handles troubleshooting and issue resolution.

What are the most commonly searched types of It Helpdesk jobs in Springfield, VA?

The most popular types of It Helpdesk jobs in Springfield, VA are:

What are popular job titles related to It Helpdesk Manager jobs in Springfield, VA?

For It Helpdesk Manager jobs in Springfield, VA, the most frequently searched job titles are:

What job categories do people searching It Helpdesk Manager jobs in Springfield, VA look for?

The top searched job categories for It Helpdesk Manager jobs in Springfield, VA are:

What cities near Springfield, VA are hiring for It Helpdesk Manager jobs?

Cities near Springfield, VA with the most It Helpdesk Manager job openings:

It Helpdesk Manager jobs near you
Infographic showing various It Helpdesk Manager job openings in Springfield, VA as of August 2026, with employment types broken down into 83% Full Time, 15% Part Time, and 2% Contract. Highlights an 79% Physical, 2% Hybrid, and 19% Remote job distribution, with an average salary of $87,512 per year, or $42.1 per hour.

EEOC - Helpdesk Manager

cFocus Software Incorporated

Washington, DC • On-site

Full-time

Posted 3 days ago

New

Job description

cFocus Software seeks a Helpdesk Manager to join our program supporting the Equal Employment Opportunity Commission (EEOC). This position is onsite in Washington, DC. This position requires a Public Trust or the ability to obtain a public trust clearance.
Qualifications:
  • Demonstrated experience managing an enterprise helpdesk or IT service desk supporting geographically dispersed users, multiple technical functions, and defined service levels.
  • Demonstrated knowledge of ITIL-aligned service management, including incident, request, problem, change, escalation, knowledge, and continual-improvement practices.
  • Experience managing staffing, schedules, workload, performance, training, and service coverage in a customer-facing technical support environment.
  • Experience administering or overseeing an IT service-management/ticketing platform such as Zendesk and producing accurate operational, SLA, KPI, trend, and customer-service reports.
  • Ability to interpret contractual service requirements, AQLs, performance measures, ticket-priority thresholds, and deliverable deadlines and translate them into operational controls.
  • Experience developing and maintaining management, staffing, transition, quality-control, escalation, contingency, SOP, knowledge-management, and performance-reporting artifacts.
  • Strong analytical and problem-solving skills with the ability to identify service risks, recurring defects, root causes, performance trends, and corrective actions.
  • Strong leadership, customer-service, written communication, briefing, facilitation, and stakeholder-management skills.
  • Working knowledge of enterprise end-user computing, Microsoft environments, systems administration, information security, AV/VTC services, asset management, and technical support operations.
  • Professional command of the English language and the ability to produce complete, concise, accurate, and timely documentation and reports.
  • Ability to support an on-site Federal operating environment, approved emergency or weekend coverage, and occasional local or domestic travel when required.
  • Must currently possess or be able to favorably complete the required five-year employment background investigation for a Public Trust position, normally initiated through Standard Form 85P, and meet applicable OPM suitability standards.

Duties:
  • Direct daily Enterprise Helpdesk operations and coordinate systems administration, business analysis, AV/VTC, event-support, and related service activities across EEOC Headquarters and field offices.
  • Plan, assign, and monitor staffing and workload to maintain qualified coverage throughout the required operating window and meet work-order requirements.
  • Lead ITIL-aligned incident, request, problem, change, knowledge, escalation, and continual-improvement processes.
  • Monitor Zendesk or other approved IT service-management tools for ticket volume, queue length, priority, aging, updates, escalations, resolution, and customer-impact trends.
  • Review ticket documentation and resolution quality; provide required Helpdesk Manager approvals; and ensure tickets are closed in accordance with EEOC procedures.
  • Ensure urgent, critical, and complex incidents are assigned, communicated, escalated, and resolved within applicable service thresholds, including Government notification requirements.
  • Establish and maintain escalation procedures that identify, prevent, correct, and reduce recurrence of defective or delayed services.
  • Track performance against PWS service levels, acceptable quality levels, key performance indicators, and customer-satisfaction standards; initiate corrective and preventive actions when results fall below target.
  • Develop, configure, validate, and maintain reproducible service metrics and reports using Zendesk and other approved reporting sources.
  • Prepare and submit daily operational updates, weekly Helpdesk reports, monthly performance reports, customer meeting minutes, and ad hoc status reports with complete and accurate data.
  • Analyze ticket volumes, service categories, recurring issues, major problem areas, developing trends, support-group handoffs, and new metrics that may improve OCIO service delivery.
  • Develop and maintain the Program Management Plan components applicable to operations, including staffing, transition, quality control, escalation, and contingency plans.
  • Lead transition-in and transition-out activities, knowledge transfer, Government-furnished equipment coordination, documentation transfer, and continuity of operations while minimizing service disruption.
  • Develop, implement, test, and maintain Helpdesk contingency procedures for emergency or Government closures, including timely coverage notifications and status updates.
  • Maintain current Helpdesk standard operating procedures and oversee a Government-accessible knowledge repository, access controls, monthly updates, content reviews, and corrective actions.
  • Oversee Government-furnished equipment accountability, inventory reporting, status changes, and immediate reporting of missing property to the COR or appropriate OCIO management.
  • Coordinate security-incident support with EEOC Information Assurance, OCIO management, rapid-response teams, and technical personnel; ensure required incident reporting and mitigation resources are provided.
  • Manage personnel performance, coaching, cross-training, annual skills development, schedule coordination, and timely replacement of Key Personnel or other staff when required.
  • Facilitate operational and customer meetings; document decisions, action items, risks, dependencies, and follow-up activities; and maintain constructive relationships with EEOC stakeholders.
  • Coordinate with the COR, OCIO/MSMD/CSB Branch Chief, field-office coordinators, technical teams, vendors, and support groups to resolve issues and meet mission priorities.
  • Support approved work orders, special projects, technology changes, acquisitions, migrations, and service enhancements within the PWS scope.

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