Helpdesk Manager
Description:
Job Description
Evolver is a cybersecurity and digital transformation company supporting national defense, federal civilian agencies, and Fortune 500 organizations. We help customers secure critical systems, modernize enterprise technology, and solve complex operational challenges through integrated capabilities spanning cybersecurity, enterprise IT infrastructure, cloud, software development, data analytics, legal technology and eDiscovery, applied AI, and electronic security systems. Our teams combine deep technical expertise with mission understanding to deliver secure, reliable, and scalable solutions that advance performance in high-stakes environments.
Responsibilities:
The Helpdesk Manager will provide day-to-day support to our users directly and indirectly through two direct reports. This position will be responsible for providing exceptional, high-touch customer support, maintaining documentation related to support needs, managing the support queue, re-engineering processes, leading technical change, and doing whatever it takes to help our customers minimize technology-related disruptions to their work. This is a hybrid role that requires 4 days a week in the office in our Reston, VA headquarters.
Duties include:
Provide top notch workstation/laptop, printer, tablet, phone, and audio/visual support
Provision new users and new equipment
Provide technical onsite and remote support to our users
Manage a staff of two to assist in delivering support and achieving goals
Manage the ITSM tool configuration and associated processes (Problem, Incident, Asset, Knowledge)
Maintain knowledgebase documentation and processes
Manage devices and policies in Microsoft InTune
Manage users in Azure Active Directory
Utilize trouble ticketing software for opening/updating/closing tickets in a timely efficient manner
Prepare progress/status/SLA reports
Manage reporting and represent IT in ISO 20000 (Service Management System) compliance
Assist with ISO 27001 (Information Security Management System) compliance in the areas of service and asset management
Be available for rotating on-call schedule
A self-starter with energy, enthusiasm, and a desire to learn and grow in the field of IT is highly desirable
Basic Qualifications:
Bachelor's degree with 5+ years of relevant experience or 7 years of tier 2 support experience; Certifications and/or experience may be substituted for the degree
3 years of prior experience as a service desk/helpdesk lead or manager
3 years of experience in M365, Microsoft Windows, Azure Active Directory, and Microsoft Intune configuration is required
2 years of experience with Apple Business Manager (ABM), vendor management, VoIP systems, and Microsoft Teams Rooms is desirable
3 years of experience in providing high level of customer service
Preferred Qualifications:
3 years of prior experience as a service desk/helpdesk lead or manager
Ability to multi-task and effectively use time management skills
HDI and/or ITIL certifications
7 years of overall experience with increasing responsibilities in information systems management
5 years of experience with staff management, recruitment, and retentionCompany Description
Evolver is a cybersecurity and digital transformation company supporting national defense, federal civilian agencies, and Fortune 500 organizations. We help customers secure critical systems, modernize enterprise technology, and solve complex operational challenges through integrated capabilities spanning cybersecurity, enterprise IT infrastructure, cloud, software development, data analytics, legal technology and eDiscovery, applied AI, and electronic security systems. Our teams combine deep technical expertise with mission understanding to deliver secure, reliable, and scalable solutions that advance performance in high-stakes environments.
Full-time
Hybrid remote