Help Desk Lead/Supervisor

Help Desk Lead / Supervisor (Player/Coach)Location: Reston, VA (Hybrid – 4 days/week onsite)About EvolverEvolver 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.Role OverviewEvolver is seeking a Help Desk Lead / Supervisor to serve as a hands-on technical leader and working supervisor within our IT support organization. This is a true player/coach role—you will spend the majority of your time directly supporting users while also leading, mentoring, and guiding a small team of help desk analysts.The ideal candidate is technically strong, customer-focused, and comfortable rolling up their sleeves to resolve issues while also setting standards, improving processes, and ensuring service excellence. You will be the escalation point for complex issues, a coach for your team, and a trusted partner to the business.Key ResponsibilitiesHands-On Technical Support (Primary Focus)Serve as a frontline support resource providing high-touch, white-glove support to usersTroubleshoot and resolve Tier 2/3 issues involving:Workstations and laptops (Windows and macOS)Printers and peripheralsMobile devices, tablets, and phonesAudio/visual and conference room technologyProvide onsite and remote technical support in a hybrid work environmentProvision and configure new user accounts, hardware, and softwareManage devices, policies, and compliance using Microsoft IntuneAdminister users, groups, and access in Azure Active DirectoryTroubleshoot and support M365 applications and servicesTeam Leadership & Player/Coach ResponsibilitiesLead by example by actively handling tickets and support requests alongside the teamProvide day-to-day guidance, mentoring, and technical escalation support for two direct reportsReview tickets for quality, completeness, customer communication, and SLA adherenceAssist with workload prioritization and queue managementCoach team members on troubleshooting techniques, customer service, and career developmentService Management & Process ImprovementOwn the daily operation of the ITSM/ticketing system, including:Incident, Problem, Asset, and Knowledge ManagementMaintain and improve help desk documentation, SOPs, and knowledgebase articlesIdentify opportunities to streamline processes, reduce recurring issues, and improve user experiencePrepare and deliver service metrics, SLA reports, and leadership updatesParticipate in and represent IT during ISO 20000 (Service Management) activitiesSupport ISO 27001 (Information Security) initiatives related to service delivery and asset managementAdditional ResponsibilitiesManage and maintain asset inventories across endpoints and peripheralsCoordinate with vendors for hardware, software, VoIP, and support servicesSupport Microsoft Teams Rooms and related A/V environmentsParticipate in a rotating on-call scheduleStay current on technologies and best practices; proactively introduce improvementsBasic QualificationsBachelor’s degree with 5+ years of relevant IT experience, or 7+ years of Tier 2 support experience(Certifications and experience may substitute for degree)3+ years of experience in a hands-on help desk lead, senior analyst, or supervisory roleStrong hands-on experience with:Microsoft 365Microsoft WindowsAzure Active DirectoryMicrosoft IntuneProven ability to deliver exceptional customer service in a professional environmentPreferred QualificationsExperience with Apple Business Manager (ABM) and macOS environmentsFamiliarity with VoIP systems and Microsoft Teams RoomsHDI and/or ITIL certification(s)Experience supporting compliance-driven or regulated environmentsDemonstrated ability to balance technical execution with people leadershipStrong time management skills and ability to multitask in a fast-paced environmentWhy This RoleThis role is ideal for someone who:Loves solving complex technical problems hands-onEnjoys mentoring and developing others without stepping away from technologyThrives in a service-oriented, mission-driven organizationWants to influence how IT support is delivered while staying close to the workEvolver is an equal opportunity employer and welcomes all job seekers. It is the policy of Evolver not to discriminate based on race, color, ancestry, religion, gender, age, national origin, gender identity or expression, sexual orientation, genetic factors, pregnancy, physical or mental disability, military/veteran status, or any other factor protected by law.Actual salary will depend on factors such as skills, qualifications, experience, market and work location. Evolver offers competitive benefits, including health, dental and vision insurance, 401(k), flexible spending account, and paid leave (including PTO and parental leave) in accordance with our applicable plans and policies.