Help Desk Manager

BS + 5 years Industry certifications NONE 10%

THE OPPORTUNITY

The Help Desk Manager will lead a team of five technicians in providing comprehensive Tier 1 and Tier 2 support, lifecycle management, and executive-level technical services for a hybrid workforce of 1,000 employees.

HOW YOU'LL MAKE AN IMPACT

• Directing the Team: Lead and mentor a team of five technicians, fostering a collaborative environment while overseeing daily service operations.
• Triage & Assignment: Actively manage the ServiceNow ticket queue, ensuring all requests are prioritized and assigned correctly for efficient resolution.
• Executive Support: Provide high-touch, "white-glove" technical assistance to executive management and senior leadership with total professionalism.
• Lifecycle Management: Oversee the end-to-end process for employee onboarding and offboarding, including account provisioning and hardware setup.
• Hardware Deployment: Manage the configuration and imaging of laptops and workstations to ensure new hires are productive from day one, whether they are in-office or remote.
• VTC Operations: Lead the setup, maintenance, and real-time support for Video Teleconferencing (VTC) units across the organization.
• Quality Control: Monitor response and resolution times while conducting follow-ups to ensure a consistently high level of customer satisfaction.
• Technical Escalation: Serve as the senior point of contact for complex Tier 2 hardware and software issues that require advanced troubleshooting.
• Process Improvement: Develop and refine ServiceNow workflows and documentation to optimize service delivery in a growing environment.

SKILLS THAT DRIVE SUCCESS

• You've been responsible for managing IT support teams and know how to get the best out of your technicians.
• You possess strong executive presence, polish, and the communication skills required to support C-suite leadership effectively.
• You have experience navigating both Tier 1 and Tier 2 technical challenges, from simple password resets to complex system troubleshooting.
• ServiceNow is your playground; you have experience managing queues, generating reports, and optimizing the platform for team efficiency.
• You've spent time mastering the employee lifecycle, ensuring seamless transitions during onboarding and offboarding.
• Managing VTC and collaboration hardware is second nature to you, ensuring meetings run without a hitch.
• You are a wizard with Windows and Microsoft 365 environments, including Active Directory and Azure AD management.
• You have experience with laptop imaging and modern deployment tools (like Intune or Jamf).
• Adhering to high standards of response and resolution is your default mode, even without formal SLAs in place.
• People naturally gravitate to you because of your problem-solving mindset and your ability to stay calm under pressure.
• You've spent 5+ years in IT support roles, with at least a few of those years in a leadership or lead technician capacity.

WHAT SETS YOU APART

• We'd love it if you had your ITIL, CompTIA A+, or Microsoft 365 certifications.

TRAVEL REQUIREMENTS

This position has a strong preference for candidates based in the greater Washington, D.C. metropolitan area and will require 10% travel.

WHY YOU'LL LOVE IT

• Be instrumental in designing something new. Bring your expertise to a team that handles everything from VTC to Tier 2 support, and make this service desk uniquely yours.
• 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 the customer and employee experience. This new approach elevates all and truly enables success.

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