IntelliDyne, LLC · 3 weeks ago
Deskside Support Manager - Tier 2
Washington, DC
Full-time
Hybrid
Senior Level, Lead/Staff
$110K/yr - $130K/yr
8+ years expIntelliDyne, LLC empowers government organizations through innovative IT solutions, and they are seeking a Deskside Support Manager - Tier 2. The role involves championing customer service, designing quality assurance measures, and managing service requests while ensuring compliance with contractual targets.
ConsultingInformation Technology
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Be the primary customer service champion of the program
Design effective quality assurance measures for service requests and ensure compliance by the team
Engage dissatisfied customers and diffuse escalated situations
Ensure compliance against contractual SLA targets
Efficiently prioritize incident and service request tickets in alignment with client priorities
Work with VIPs, providing “white glove” service where necessary
Coordinate the logistics of and conduct the movement of assets and equipment to various Civil Division facilities when needed
Manage the knowledge base and standard operating procedure (SOP) library of the team
Provide reporting on incident and service request resolution as well as project status as required by management and the client
Schedule team assignments and locations strategically to maximize results
Qualification
Required
Minimum 8 years IT experience
Minimum 6 years of management experience; preferred leading Help Desk or Service Desk environment
Bachelor's degree; IT related field
Must possess an HDI certification (Ex. Support Center Manager or Desktop Support Manager) prior to start
Possess one of the following certifications or demonstrated equivalent experience: MCP, MCSA or MCSE certification
Clearance: Must have a Secret level security clearance
Ability to multi-task, work independently and prioritize departmental workload based on direction from senior management and/or customer
Proven Customer Service skills including the ability to focus on building customer relationships and responding to customer needs
Strong coaching and feedback skills
Ability to instill sense of urgency and be able to motivate the same sense of urgency in those under his/her leadership
Excellent verbal and written communication skills, phone etiquette, keyboarding skills, data entry skills, people skills, customer focused and service oriented, attentive to details, act with professionalism, able to multi-task
Benefits
Inclusive and supportive work environment
Competitive compensation package
Professional growth through annual subsidy for trainings, certifications, professional memberships as well as mentorships and job shadowing
Medical, dental, vision, 401(K) with company match
Flexible Paid Time Off Program, 11 holidays, paid parental leave, military leave, and government shutdown leave
Rewards and recognition through peer awards, service year awards, spot bonuses, and annual company awards
Wellness and mental health benefits
Commuter benefits
Flexible work options
Company
IntelliDyne, LLC
IntelliDyne is a management consulting company offering cyber security, cloud computing, and mobile computing services.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$0.25MKey Investors
Mission Daybreak
2022-09-19Grant· $0.25M
Leadership Team
Robert Grey
Founder & CEO
Todd Margules
Senior Vice President, Chief Growth Officer
Recent News
2025-09-23
Mission Daybreak
2023-04-11
IntelliDyne: Mission critical technology solutions
2023-04-11
Company data provided by crunchbase