Ardent Eagle Solutions · 6 hours ago
Help Desk Manager
Washington, DC
Full-time
Onsite
Senior Level
6+ years expArdent Eagle Solutions is a mission-focused government contracting firm providing professional, administrative, and technical support services to federal agencies. The Help Desk Manager provides daily supervision and technical oversight of service desk personnel, ensuring timely resolution of technical issues and maintaining service quality standards.
Information TechnologyInformation ServicesTechnical Support
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Provide daily supervision and direction to help desk staff delivering phone, remote, and in-person technical support
Oversee support activities related to e-mail systems, directories, desktop operating systems, enterprise applications, and contract-supported systems
Serve as the first point of escalation for troubleshooting hardware, software, operating systems (PC and Mac), and peripheral devices such as printers
Monitor help desk ticket queues to ensure timely resolution and adherence to service level agreements (SLAs)
Coordinate incident management and ensure appropriate documentation of service requests and resolutions
Provide guidance and technical assistance to team members in diagnosing and resolving complex user issues
Track performance metrics and generate reports on help desk operations and service delivery
Support onboarding and training of help desk personnel
Ensure compliance with established IT policies, security standards, and operational procedures
Identify opportunities to improve processes, workflows, and service delivery efficiency
Coordinate with system administrators, network teams, and other technical stakeholders to resolve escalated issues
Qualification
Required
Approximately six (6) years of progressive experience in IT support or service desk operations
Demonstrated experience supervising or leading help desk or technical support personnel
Experience providing support for desktop operating systems, enterprise applications, e-mail systems, and directory services
Experience troubleshooting hardware and software issues across PC and Mac environments
Familiarity with ticketing systems and service management tools
Strong problem-solving and analytical skills
Ability to manage multiple priorities in a fast-paced, customer-service-oriented environment
Strong written and verbal communication skills
Ability to maintain professionalism while handling escalated or sensitive user issues
Associate's Degree (AS/AA) in Information Technology, Computer Science, or a related field required; OR equivalent combination of education and relevant experience
Preferred
Industry certifications preferred (e.g., ITILv3 or equivalent service management certifications)
Benefits
Medical/Dental/Vision Coverage
Matching 401(k) Plan
Continuing Education Assistance
Paid Time Off
Company
Ardent Eagle Solutions
Ardent Eagle Solutions is an IT company specializing in providing IT & technical services to DoD, Intelligence Community & other Federal.
51-200 employees
Funding
Current Stage
Growth StageRecent News
Seattle TechFlash
2025-06-27
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