Helpdesk Team Manager

Synergy Business Innovation & Solutions is a premier implementer of cutting-edge software solutions. Synergy brings the experience and expertise necessary to deliver capability that provides tangible ROI to our customers. Our core areas of expertise are in the fields of Digital Transformation, Cloud Solutions, SaaS and Low-Code/No-Code Solutions, Emerging Technologies, Data Analytics and Visualization, Information Assurance, and Business Process Re-Engineering.

Synergy offers its employees a generous portfolio of core and voluntary benefits including: group medical, dental, and vision insurance, company paid life, short-term, and long-term disability insurance, HSA, FSA, 401(k) with company match, PTO & Bonus Leave, 11 paid federal holidays, parental leave, tuition and training reimbursement, a referral bonus program, and well-being programs.

At Synergy, you'll be challenged and given the opportunity to grow in your career path. In fact, growth is such a big deal to us that we have career mentors available for every employee, company-funded certification opportunities, education reimbursement, and a general open-door policy so that you have support when you need it. Our team is eager to learn, fast-paced, and quality-driven.

If that sounds like you, Synergy has a position for you!

This position is designated as work-from-home.

Synergy is seeking a dynamic and customer-focused Incident Management Team (Help Desk) Manager to lead our enterprise IT support operations. This role is critical to delivering high-quality, responsive IT Support Services across one of our federal portfolios.

The primary purpose of this role is to oversee the daily operations of the incident management team, ensuring that all Operations and Maintenance (O&M) activities and user requests are resolved efficiently and in alignment with strict federal service level agreements (SLAs).

You will act as the champion for IT Service Management (ITSM) best practices, driving continuous improvement and user satisfaction.

• Help Desk Leadership:
  Direct and manage the daily activities of Tier 2, and Tier 3 Help Desk technicians, ensuring rapid response, accurate troubleshooting, and timely resolution of IT incidents and service requests.
• ITSM & SLA Management:
  Oversee the end-to-end incident lifecycle using enterprise SaaS platforms such as Jira, ensuring all operations meet or exceed contractual SLAs and key performance indicators (KPIs).
• Process Standardization:
  Enforce robust ITIL-based incident, problem, and change management processes that align strictly with our corporate quality standards, including ISO 20000 and CMMI-Svc Level 3.
• Stakeholder Reporting:
  Develop and present comprehensive incident management reports, trend analyses, and root-cause analysis (RCA) findings to federal agency stakeholders and internal leadership to drive proactive service improvements.
• Continuous Improvement & Automation:
  Identify opportunities to reduce ticket volumes and optimize workflows by integrating emerging technologies, such as Robotic Process Automation (RPA) or Artificial Intelligence (AI) chatbots, for Tier-0 self-service solutions.
• Team Mentorship & Training:
  Build a high-performing support culture by providing ongoing technical training, customer service coaching, and performance evaluations for the incident management staff.

• 7+ years of progressive experience in IT Service Management, Help Desk operations, or incident management.
• 1+ years of direct supervisory or management experience leading an IT Help Desk or Service Desk team in an enterprise or federal environment.
• Deep functional expertise in ITIL framework principles (Incident, Problem, Change, and Knowledge…