{"schemaVersion":"jobsearcher.job.v1","id":"f0b32f6b2b3b7d40c588cfc3","url":"https://jobsearcher.com/jobs/f0b32f6b2b3b7d40c588cfc3","canonicalUrl":"https://jobsearcher.com/jobs/f0b32f6b2b3b7d40c588cfc3","title":"Help Desk Manager","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 supportProvision new users and new equipmentProvide technical onsite and remote support to our usersManage a staff of two to assist in delivering support and achieving goalsManage the ITSM tool configuration and associated processes (Problem, Incident, Asset, Knowledge)Maintain knowledgebase documentation and processesManage devices and policies in Microsoft InTuneManage users in Azure Active DirectoryUtilize trouble ticketing software for opening/updating/closing tickets in a timely efficient mannerPrepare progress/status/SLA reports Manage reporting and represent IT in ISO 20000 (Service Management System) complianceAssist with ISO 27001 (Information Security Management System) compliance in the areas of service and asset managementBe available for rotating on-call scheduleA 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 degree3 years of prior experience as a service desk/helpdesk lead or manager3 years of experience in M365, Microsoft Windows, Azure Active Directory, and Microsoft Intune configuration is required2 years of experience with Apple Business Manager (ABM), vendor management, VoIP systems, and Microsoft Teams Rooms is desirable3 years of experience in providing high level of customer service Preferred Qualifications:3 years of prior experience as a service desk/helpdesk lead or managerAbility to multi-task and effectively use time management skillsHDI and/or ITIL certifications7 years of overall experience with increasing responsibilities in information systems management5 years of experience with staff management, recruitment, and retentionEvolver 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.","company":"Evolver","rawCompany":"evolver","city":"Reston","state":"VA","isRemote":false,"isActive":false,"createdAt":"2026-04-09T07:56:29.837Z","occupations":[{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"15-1244.00","title":"Network and Computer Systems Administrators","slug":"network-and-computer-systems-administrators"},{"code":"11-3021.00","title":"Computer and Information Systems Managers","slug":"computer-and-information-systems-managers"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"513210","title":"Software Publishers","slug":"software-publishers"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Help Desk Manager","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 supportProvision new users and new equipmentProvide technical onsite and remote support to our usersManage a staff of two to assist in delivering support and achieving goalsManage the ITSM tool configuration and associated processes (Problem, Incident, Asset, Knowledge)Maintain knowledgebase documentation and processesManage devices and policies in Microsoft InTuneManage users in Azure Active DirectoryUtilize trouble ticketing software for opening/updating/closing tickets in a timely efficient mannerPrepare progress/status/SLA reports Manage reporting and represent IT in ISO 20000 (Service Management System) complianceAssist with ISO 27001 (Information Security Management System) compliance in the areas of service and asset managementBe available for rotating on-call scheduleA 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 degree3 years of prior experience as a service desk/helpdesk lead or manager3 years of experience in M365, Microsoft Windows, Azure Active Directory, and Microsoft Intune configuration is required2 years of experience with Apple Business Manager (ABM), vendor management, VoIP systems, and Microsoft Teams Rooms is desirable3 years of experience in providing high level of customer service Preferred Qualifications:3 years of prior experience as a service desk/helpdesk lead or managerAbility to multi-task and effectively use time management skillsHDI and/or ITIL certifications7 years of overall experience with increasing responsibilities in information systems management5 years of experience with staff management, recruitment, and retentionEvolver 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.","datePosted":"2026-04-09T07:56:29.837Z","dateModified":"2026-04-09T07:56:29.837Z","hiringOrganization":{"@type":"Organization","name":"Evolver","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Reston","addressRegion":"VA","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"f0b32f6b2b3b7d40c588cfc3"},"url":"https://jobsearcher.com/jobs/f0b32f6b2b3b7d40c588cfc3"}}