{"id":2506911,"url":"https://alion.io/job/bdrsolutionsllc-helpdesk-manager-onsite","title":"Helpdesk Manager - Onsite","company":{"id":4430197,"name":"BDR Solutions","domain":"bdrsolutionsllc.com","url":"https://alion.io/company/bdrsolutionsllc","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Comeet","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Washington, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":60000,"max":85000,"currency":"USD","period":"year","gross":null,"usd_annual":85000},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITSM","optional":false},{"name":"Jira","optional":false},{"name":"ServiceNow","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"Windows","optional":false},{"name":"ITIL","optional":true},{"name":"Model Context Protocol","optional":true},{"name":"Service Desk","optional":true}],"status":"live","first_seen_at":"2026-09-23T16:36:16Z","employer_posted_date":"2026-09-23","last_verified_at":"2026-10-15T02:21:02Z","board_verified":true,"closed_at":null,"days_open":21,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":21},"description":"Description\nBDR Solutions, LLC, (BDR) supports the U.S. Federal Government in successfully achieving its mission and goals. Our service and solution delivery starts with understanding each client’s end-state, and then seamlessly integrating within each Agency’s organization to improve and enhance business and technical operations and deployments.\n(Military Veterans are highly encouraged to apply)\nRole Overview:\nThe IT Help Desk Manager is responsible for leading and supporting a team of 10-15 Tier 1 help desk agents in a fast-paced service delivery environment. This position ensures high-quality customer service, timely incident resolution, and continuous improvement of help desk operations. The Manager oversees daily queue management, agent performance, training, and alignment with IT service management (ITSM) standards.\nResponsibilities:\nTeam Leadership & Supervision\nManage, mentor, and develop a team of 10-15 Tier 1 agents, promoting a positive and productive work environment.\nSchedule staff to ensure appropriate coverage across operating hours.\nConduct regular one-on-ones, team meetings, and performance evaluations.\nProvide coaching, remedial training, and escalation support as needed.\nOperational Management\nOversee Tier 1 ticket queues to ensure SLAs and KPIs are consistently met or exceeded.\nMonitor ticket volume, trends, and service quality to identify operational improvements.\nEnsure proper documentation, categorization, and prioritization of all incidents and requests.\nCoordinate escalations to Tier 2/3 teams following established workflows.\nCustomer Service & Quality Assurance\nMaintain a customer-first culture across the help desk.\nHandle complex or escalated customer issues with professionalism and urgency.\nReview ticket quality and customer satisfaction results, implementing process improvements where needed.\nTraining & Development\nOnboard new team members and provide ongoing training in tools, processes, and customer service best practices.\nMaintain up-to-date knowledge base articles, scripts, and troubleshooting guides.\nIdentify skill gaps and develop targeted training plans.\nReporting & Continuous Improvement\nGenerate regular performance reports on KPIs (first-call resolution, SLA compliance, CSAT scores, etc.).\nParticipate in ITSM process improvement initiatives and cross-team coordination efforts.\nRecommend changes to improve service delivery, workflows, and technical proficiency across the team.\nRequired Minimum Qualifications:\n5-10 years of experience in an IT support environment, with at least 1-2 years in a supervisory or lead role.\nStrong understanding of Tier 1 support operations, troubleshooting techniques, and IT service workflows.\nExperience with ITSM ticketing systems (e.g., ServiceNow, Cherwell, Jira Service Management, Remedy).\nExcellent interpersonal, communication, and conflict-management skills.\nStrong organizational skills with the ability to manage multiple priorities in a fast-paced environment.\nAbility to analyze metrics and drive performance improvements.\nWorking knowledge of Windows operating systems, Office 365, basic networking, and common enterprise applications.\nActive Secret clearance or higher.\nHDI Certification (e.g., Support Center Manager or Desktop Support Manager)\nNice to Have Qualifications:\nITIL Foundation certification.\nMCP, MCSA or MCSE certifications.\nExperience supporting enterprise or government environments.\nKnowledge of SLA management and service desk best practices.\nExperience leading teams of 10+ employees in a high-volume support environment.\nIn addition, U.S Citizenship is required. Select applicants will be subject to a government security investigation and must meet eligibility requirements for access to classified information and be able to obtain a government-granted security clearance. Individuals may also be subject to a background investigation including, but not limited to criminal history, employment and education verification, drug testing, and creditworthiness.\nEmployment is contingent upon successful completion of a pre-employment drug test. This position is also subject to the company’s random drug testing policy.\n BDR Solutions is an Equal Opportunity Employer-Protected Veterans, Individuals with Disabilities or any other basis protected by law, ordinance, or regulation.\nThe compensation range for this position is $60,000 - $85,000. Compensation decisions depend on a wide range of factors, including but not limited to location, skill sets, experience and training, security clearances, licensure and certifications, and other business and organizational needs.","description_format":"text","description_chars":4618,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":1,"team_size_min":10,"manages_managers":false,"education":null,"security_clearance":true,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-14T07:45:03Z"}],"visa":[],"liveness":{"score":70,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.781,"p_room":0.9,"age_days":21,"expected_fill_days":38,"reasons":["conf:2","win:mid"],"computed_at":"2026-10-15T04:37:51Z"},"pay":{"stated_usd_annual":85000,"is_top_pay":false},"html_url":"https://alion.io/job/bdrsolutionsllc-helpdesk-manager-onsite","json_url":"https://alion.io/job/bdrsolutionsllc-helpdesk-manager-onsite.json","meta":{"generated_at":"2026-10-15T04:37:51Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":6755,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-16T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4430197},"rest":"https://alion.io/mcp/rest/get_company?id=4430197"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fbdrsolutionsllc-helpdesk-manager-onsite"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fbdrsolutionsllc-helpdesk-manager-onsite"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fbdrsolutionsllc-helpdesk-manager-onsite"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/bdrsolutionsllc-helpdesk-manager-onsite\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fbdrsolutionsllc-helpdesk-manager-onsite"}]}