Job Description

We are seeking a skilled and strategic IT Support Manager to oversee and optimize end-user support operations for a dynamic, fast-paced environment. This is a great opportunity to lead a technical support team, drive service excellence, and ensure the stability and efficiency of IT systems across the organization.  

Key Responsibilities  

• Lead and manage a team of IT Support Engineers, ensuring timely resolution of technical issues and high-quality service delivery.  
  

• Develop and implement IT support policies, procedures, and SLAs to align with organizational goals and compliance standards.  
  

• Monitor support performance metrics and continuously improve response times, customer satisfaction, and ticket resolution rates.  
  

• Serve as the escalation point for complex hardware, software, networking, and systems issues.  
  

• Collaborate with other IT and business leaders to identify infrastructure needs, plan upgrades, and coordinate deployments.  
  

• Oversee IT asset management, inventory tracking, and hardware lifecycle management.  
  

• Manage onboarding/offboarding processes to ensure smooth IT provisioning and de-provisioning.  
  

• Ensure adherence to cybersecurity and data protection best practices, including patch management and access controls.  
  

• Conduct regular training and mentoring for support staff to foster professional development and team growth.  
  

Requirements

• Bachelor's degree in information technology , Computer Science, or a related field.  
  

• 6+ years of IT support experience, including 2+ years in a supervisory or managerial role.  
  

• Proven ability to lead and develop technical support teams in multi-site or hybrid work environments.  
  

• Strong knowledge of Windows OS, Microsoft 365, Active Directory, and remote support tools.  
  

• Familiarity with ITSM tools and service desk platforms ( Jira Service Desk, Fresh service, Zendesk).  
  

• Experience managing support operations using KPIs and service-level metrics.  
  

• Excellent communication, leadership, and organizational skills.  
  

• Ability to manage multiple priorities while maintaining high attention to detail.  
  

Preferred Qualifications  

• Microsoft certifications (MS-102, MD-102, Azure Fundamentals).  
  

• ITIL Foundation Certification or equivalent ITSM framework knowledge.  
  

• Experience with Microsoft Endpoint Manager (Intune), SCCM, or enterprise device management tools.  
  

• Understanding of compliance requirements (NIST, CMMC) in enterprise or government settings.  
  

Benefits

Join Our Team If you are a passionate and dedicated IT professional looking to make a significant impact, we encourage you to apply.  

COMPANY INFORMATION:  

We are a professional services consulting firm located in Tysons Corner, VA. We are staffing for our direct and customer hiring needs.  

We offer comprehensive benefits including medical, dental, vision insurances, HSA, FSA, 401(k), and life insurance, and disability insurance to eligible employees. Exempt personnel receive paid time off. Contracted and Hourly personnel are not eligible for paid time off unless required by law. Hourly personnel on a Service Contract Act project are eligible for paid sick leave.  

We comply with Equal Opportunity and do not discriminate based on race, color, religion, sex, age, national origin, gender identity, disability, veteran status, sexual orientation, or any other classification protected by federal, state, or local law.  

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