IT Helpdesk Manager

• Develop and improve helpdesk processes, workflows, knowledge base content, and support documentation.
• Analyze support trends and metrics to identify opportunities for increased efficiency and service quality.
• Drive adoption of ITIL-based service management best practices.
• Ensure consistent delivery of high-quality customer support across all locations and departments.
• Manage relationships with technology vendors and support partners.
• Serve as the first escalation point for complex technical issues involving hardware, software, networking, Microsoft 365, endpoint devices, and enterprise applications.
• Demonstrate advanced troubleshooting skills and guide team members through root cause analysis and problem resolution.
• Remain actively involved in support operations and provide hands-on technical assistance when necessary.
• Lead major incident response efforts and ensure timely communication and resolution.
• Identify recurring issues and implement long-term corrective actions.
• Lead, mentor, coach, and develop a team of Helpdesk and End User Support professionals.
• Foster a culture of accountability, collaboration, customer service excellence, and continuous improvement.
• Conduct performance reviews, goal setting, career development planning, and regular coaching sessions.
• Establish and monitor Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and operational metrics.
• Manage staffing requirements, scheduling, workload distribution, and escalation management.
• Own and manage the complete lifecycle of IT assets, including procurement, deployment, tracking, maintenance, refresh, and retirement.
• Ensure accurate inventory management of hardware, software licenses, peripherals, and mobile devices.
• Develop and maintain asset management policies, standards, and documentation.
• Partner with procurement and vendors to optimize asset utilization and control costs.
• Conduct periodic asset audits and ensure compliance with organizational standards.
• Lead or participate in IT projects related to desktop support, hardware refreshes, software deployments, system upgrades, migrations, and workplace technology initiatives.
• Coordinate project planning, resource allocation, timelines, risks, and stakeholder communications.
• Ensure projects are delivered on schedule, within scope, and aligned with business objectives.
• Collaborate with infrastructure, security, networking, and application teams to execute cross-functional initiatives.

• Bachelor s degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• 10+ years of progressive IT Helpdesk, Service Desk, or End User Support experience.
• 5+ years of leadership or management experience overseeing technical support teams.
• Demonstrated success managing helpdesk operations within a mid-size to large enterprise environment.
• Expert-level troubleshooting skills across endpoint devices, printers, and mobile technologies.
• Strong technical background with the ability to remain hands-on when needed.
• Knowledge of ITIL-based service management best practices., * Helpdesk.
• Technical Support.
• Team Leadership.
• IT Asset Management.
• Project Management.
• ITIL.
• Microsoft 365.
• Networking.
• Endpoint Devices.
• Troubleshooting.

Qualification And Education:

• Bachelor s degree in Information Technology, Computer Science, or a related field, or equivalent work experience.

Our Benefits Include:

• Medical, Dental, and Vision Insurance
• 401(k) Retirement Plan
• Health Savings Account (HSA)
• Disability Insurance (Short-Term and Long-Term)
• Life and AD&D Insurance
• Paid Sick Leave (where required by applicable state or local law)
• Supplemental Insurance Plans
• Identity Theft Protection
• Pet Insurance
• Employee Wellness Programs
• Employee Assistance Program (EAP)
• Career Growth and Professional Development Opportunities

Founded in 2010 and headquartered in the Washington, DC metro area, Cynet Systems Inc. is a leading technology staffing and workforce solutions company serving Fortune 500 companies, government agencies, and enterprise organizations across the United States and Canada. We deliver agile, scalable talent solutions across IT, engineering, life sciences, clinical, and professional staffing, powered by a high-performing recruitment engine operating across North America and Asia.