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.