IT Help Desk Support Manager

We are seeking an experienced and proactive IT Help Desk Support Manager to lead our user support operations. This role is responsible for overseeing the help desk team, ensuring high-quality technical support, and driving an excellent end-user experience across the organization. The ideal candidate combines strong technical knowledge with leadership skills and a user-first mindset.

Responsibilities

• Manage and lead a team of IT support technicians, including hiring, training, mentoring, and performance evaluation
• Oversee daily help desk operations, ensuring timely and effective resolution of support tickets
• Monitor and improve help desk ticketing systems, workflows, and service-level agreements (SLAs)
• Act as an escalation point for complex technical issues and critical incidents
• Analyze support metrics and generate reports to identify trends and opportunities for improvement
• Develop and implement best practices for IT user support and service delivery
• Collaborate with other IT teams to ensure seamless support for systems, applications, and infrastructure
• Maintain high levels of user satisfaction through clear communication and efficient problem resolution
• Manage documentation for support processes, knowledge bases, and troubleshooting guides
• Ensure compliance with company policies, security standards, and IT governance practices
• Stay current with industry trends with MacOS and Linux to inform policy and software decisions

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience)
• 5+ years of experience in IT support or help desk roles
• 2+ years of experience managing or supervising IT support teams
• Strong understanding of help desk ticketing systems
• Proven experience improving user support processes and service delivery
• Solid knowledge of IT systems, networks, and end-user environments, including laptops and peripheral devices
• Excellent problem-solving and decision-making skills
• Strong communication and interpersonal skills with a focus on customer service
• Experience with MacOS and Linux systems
• Leadership and team development
• User-first mindset
• Operational efficiency and process improvement
• Technical troubleshooting expertise
• Strong organizational and time management skills

Compensation and Benefits:

We seek the best-and-brightest professionals at all levels so offer highly competitive compensation and an excellent benefits package. Company-sponsored benefits include: 6% 401(k) company match with immediate vesting, educational assistance up to $7,000 per year, 100% insurance premium subsidy for employees (75% for dependents), Anthem medical, Guardian dental, life and disability coverage, 3 weeks’ vacation, 2 weeks sick leave, and 11 holidays.

Quantum Leap is an Equal Opportunity Employer

www.ql-research.com

Company DescriptionQuantum Leap is the leading technology services company focused on providing operationally focused solutions for select clientele within the United States Government (USG). Quantum Leap was founded by a team of technologists and engineers to focus exclusively on advancing USG interests against the Nation’s threats in an age of Strategic (Great Power) Competition.

We have built a highly collaborative workforce dedicated to countering those threats in an environment designed for success. This an entrepreneurial, fast-growing company, where the right candidate can join and really make a difference.