Helpdesk Team Manager

Synergy is seeking a dynamic and customer-focused Incident Management Team (Help Desk) Manager to lead our enterprise IT support operations. This role is critical to delivering high-quality, responsive IT Support Services across one of our federal portfolios.

The primary purpose of this role is to oversee the daily operations of the incident management team, ensuring that all Operations and Maintenance (O&M) activities and user requests are resolved efficiently and in alignment with strict federal service level agreements (SLAs).

You will act as the champion for IT Service Management (ITSM) best practices, driving continuous improvement and user satisfaction.

Primary Responsibilities:

• Help Desk Leadership: Direct and manage the daily activities of Tier 2, and Tier 3 Help Desk technicians, ensuring rapid response, accurate troubleshooting, and timely resolution of IT incidents and service requests.
• ITSM & SLA Management: Oversee the end-to-end incident lifecycle using enterprise SaaS platforms such as Jira, ensuring all operations meet or exceed contractual SLAs and key performance indicators (KPIs).
• Process Standardization: Enforce robust ITIL-based incident, problem, and change management processes that align strictly with our corporate quality standards, including ISO 20000 and CMMI-Svc Level 3.
• Stakeholder Reporting: Develop and present comprehensive incident management reports, trend analyses, and root-cause analysis (RCA) findings to federal agency stakeholders and internal leadership to drive proactive service improvements.
• Continuous Improvement & Automation: Identify opportunities to reduce ticket volumes and optimize workflows by integrating emerging technologies, such as Robotic Process Automation (RPA) or Artificial Intelligence (AI) chatbots, for Tier-0 self-service solutions.
• Team Mentorship & Training: Build a high-performing support culture by providing ongoing technical training, customer service coaching, and performance evaluations for the incident management staff.

Required Qualifications:

• 7+ years of progressive experience in IT Service Management, Help Desk operations, or incident management. 
• 1+ years of direct supervisory or management experience leading an IT Help Desk or Service Desk team in an enterprise or federal environment.
• Deep functional expertise in ITIL framework principles (Incident, Problem, Change, and Knowledge Management).
• Hands-on administrative and operational experience with modern ITSM ticketing tools (Jira strongly preferred).
• Proven track record of managing and meeting complex Service Level Agreements (SLAs) and generating actionable performance metrics.
• Exceptional communication and customer service skills, with the ability to de-escalate high-priority critical incidents and interface confidently with federal executives.

Preferred Qualifications:

• Active ITIL v3 or ITIL 4 Foundation certification (ITIL Managing Professional preferred).
• Prior experience managing IT support operations for federal agencies such as DOW, DHS.
• Certifications in customer service excellence or related management frameworks.

Education Requirements:

• Required: Bachelor’s Degree in Information Technology, Business Administration, Computer Science, or a related field. (Equivalent years of relevant experience may be substituted for a degree).
• Preferred: Master’s Degree in Information Systems or Business Administration (MBA).

Citizenship & Clearance Requirements:

• Required: Must be a U.S. Citizen.
• Preferred: Active Secret.

Target Salary Range

Compensation for roles at Synergy is determined by a variety of factors including, but not limited to, the requirements of the role; level of experience; education and certifications; the individual’s combination of knowledge, skills, and abilities; as well as alignment with market data, federal and state laws, and other business and contract considerations. The estimated pay range for this position is: $100,000.00 – $110,000.00. The disclosed range has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. It is not typical for an individual to be hired at or near the top of the range for their role, and compensation decisions are dependent on the facts and circumstances of each case and represent just one component of Synergy’s total compensation package for employees. 

Candidate AI Policy

Synergy is committed to the responsible and ethical use of AI tools. However, we want to ensure a fair candidate evaluation process based on your own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) or other tools to assist with responses during interviews (whether in-person or virtual) is prohibited unless permission is explicitly granted. You are expected to be on camera during interviews and assessments. We reserve the right to take your picture to verify your identity and prevent fraud.

Synergy is an equal opportunity employer and does not discriminate against applicants for employment or its employees on the basis of age, race (including hair texture/style), creed, color, religion, religious creed, ancestry, national origin, ethnic origin, sexual orientation, gender identity or expression, military or veteran status, sex, medical condition, pregnancy (childbirth, breastfeeding, and related medical conditions), physical or mental disability, personal appearance, organ donation and hair length associated with race, genetic information or characteristics, family responsibilities, familial status, marital status, citizenship or immigration status, status as a victim of domestic violence, a sexual offense, or stalking, political affiliation, arrest records and criminal convictions, credit information, matriculation, homeless status, or any other characteristic protected by federal, state and local law. Discrimination or harassment based upon these protected categories is expressly prohibited. This policy applies to all aspects of employment, including job selection, assignment, promotion, compensation, benefits, training, discipline, and termination.

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