Help Desk Manager

Stanley Martin Homes Corporate Office, 11710 Plaza America Dr., Reston, Virginia, United States of America

Posted Thursday, June 25, 2026 at 4:00 AM

Who is Stanley Martin Homes?

At Stanley Martin Homes, we believe your work should have a purpose. With us, it truly does.

Our success starts with our people, and we are proud to foster a culture where every team member is valued and supported. At Stanley Martin Homes, you will work alongside passionate, knowledgeable professionals who are committed to doing the right thing, delivering exceptional homebuyer experiences, and putting home buyers first.

Stanley Martin Homes is one of the largest 25 homebuilders in the United States and it has been consistently one of the fastest growing. We are proud of the people-first culture that makes it possible.

If you are ready to build a meaningful career and help families find the place they will call home, we would love to connect with you. Join our team and build a career that you will be proud of.

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The Help Desk Manager is responsible for leading a multi-company IT support organization that provides responsive, consistent, and high-quality end-user support across multiple business units and affiliated companies. This role oversees help desk operations, service delivery, support staff performance, escalation management, and support process discipline while ensuring the team operates within enterprise standards and supports a growing, multi-entity environment. The Help Desk Manager will build structure, accountability, and consistency across the support function and serve as the operational owner for ticket quality, service levels, knowledge management, support procedures, and end-user experience.

• Lead daily help desk operations across a multi-company support environment
• Manage support staff, team leads, and workload distribution
• Ensure timely, professional, and effective resolution of end-user issues
• Maintain accountability for service quality, responsiveness, and user experience
• Provide leadership, coaching, and performance management to the support team

• Oversee ticket queues, prioritization, and escalation handling
• Ensure incidents and requests are triaged, routed, and resolved appropriately
• Establish and maintain service level expectations and operational discipline
• Identify recurring issues and drive follow-up with operations, systems, or engineering teams
• Serve as an escalation point for high-impact or sensitive support issues

• Establish and enforce support processes, procedures, and quality standards
• Maintain knowledge base content, support documentation, SOPs, and end-user support materials
• Ensure ticket documentation and resolution notes are complete and usable
• Promote standardization across support workflows, onboarding, offboarding, and common service requests
• Ensure support processes align with operational compliance and audit expectations

• Coordinate support delivery across multiple companies, business units, and user groups
• Ensure support staff understand differences in business processes, systems, and support requirements where applicable
• Help create a consistent enterprise support model while accommodating legitimate business-specific needs
• Support onboarding of newly acquired or newly integrated teams into the shared support structure

• Manage staffing levels, scheduling, coverage, and workload balancing
• Identify skill gaps and training needs across the help desk team
• Develop staff into stronger technical and leadership roles where appropriate
• Build a culture of accountability, responsiveness, professionalism, and customer service
• Support career pathing and organizational maturity within the support team

• Track and report on key service desk metrics including ticket volume, response times, resolution times, backlog, SLA performance, and escalation trends
• Identify operational issues and recommend improvements to staffing, workflow, tools, or training
• Drive continuous improvement in support quality, service efficiency, and end-user satisfaction
• Partner with IT leadership to improve support readiness, reduce friction, and enhance service maturity

• Ensure support procedures align with enterprise policies, security requirements, access controls, and operational standards
• Maintain documentation and process evidence needed for audit, compliance, and operational review
• Ensure onboarding, offboarding, access requests, device handling, and support workflows are performed consistently and appropriately
• Support operational readiness during acquisitions, transitions, office changes, and major IT initiatives
• Complete all other duties as assigned by manager
• Represent the company professionally in all interactions with customers and home…