Customer Support Manager

Customer Support Manager

Location:

Washington, DC (Hybrid) - must be onsite 4-5 days per week Clearance:
Secret (Top Secret preferred) Status:
Exempt

The Director of Customer Support provides strategic leadership and operational oversight for the organization's end-user support services. This role manages a diverse portfolio of support functions, including the Help Desk team, Deskside Support team, Asset Management team, Audio-Visual (AV) team, and Copy Center/Print Center team. The Manager ensures high-quality, efficiency, and customer-focused support across all channels, drives continuous improvement in service delivery, optimizes resource allocation, and aligns support operations.

Key Responsibilities

• Provide executive leadership, direction, and mentorship to managers, supervisors, and team leads across all support functions.
• Develop and execute the overall strategy for end-user support services, including service level agreements (SLAs), KPIs, and performance metrics.
• Oversee daily operations of the Help Desk, Deskside Support, Asset Management, Audio-Visual services, and Copy/Print Center.
• Manage a total team of approximately 42 staff members, including hiring, onboarding, performance management, coaching, disciplinary actions, and professional development.
• Establish and maintain strong governance, processes, and standards for incident management, request fulfillment, problem management, change management, and knowledge management.
• Monitor and analyze support metrics, trends, and reporting; prepare executive-level dashboards and presentations on service performance, cost efficiency, and improvement initiatives.
• Drive continuous process improvement, automation, and self-service adoption to reduce ticket volume, enhance resolution speed, and improve user experience.
• Collaborate with other IT teams, facilities, procurement, and business units to align support services with organizational needs and projects.
• Manage departmental budget, vendor relationships, and contract negotiations to ensure cost-effective service delivery.
• Lead major initiatives such as technology rollouts, office relocations, hardware refresh programs, AV system upgrades, and print environment optimizations.
• Ensure compliance with company policies, data security standards, asset tracking requirements, and regulatory obligations related to IT equipment and services.
• Act as the primary escalation point for complex or high-impact issues and champion a customer-first culture across all support teams.

Qualifications

Required:

• Bachelor's degree in Information Technology, Business Administration, Computer Science, or a related field (Master's degree preferred).
• 10+ years of progressive experience in IT support/customer service operations, with at least 5 years in a leadership/management role overseeing multiple teams or functions.
• Proven experience managing Help Desk, Deskside/Field Support, and related services (asset management, AV, or print services experience strongly preferred).
• Strong understanding of IT service management best practices (ITIL Foundation certification or equivalent knowledge a plus).
• Demonstrated success in improving service metrics, implementing process improvements, and leading organizational change.

Preferred Skills &

Competencies:

• Excellent leadership and people management skills with the ability to motivate and develop high-performing teams.
• Exceptional communication and interpersonal skills; ability to interact effectively with executive leadership, technical teams, and non-technical end-users.
• Strategic thinker with strong analytical and problem-solving abilities; data-driven decision-making.
• Experience with ITSM tools (e.g., Service Now, Jira Service Management) and reporting/analytics platforms.
• Knowledge of hardware/software asset lifecycle management, AV/conferencing technologies (e.g., Zoom, Teams Rooms, Extron), and print management solutions.
• Budget management and vendor negotiation experience.
• Ability to thrive in a fast-paced environment and manage competing priorities.

What We Offer

• Competitive salary and performance-based bonus
• Comprehensive benefits package (health, dental, vision, 401(k), etc.)
• Opportunities for professional development and career advancement
• Collaborative and innovative work environment

To apply, please submit your resume and cover letter detailing your relevant leadership experience in multi-team support environments.

Salary: $110k - $160k

About Us Intelli Dyne, LLC empowers government organizations through the delivery of quality, mission-aligned services and innovative, people-first IT solutions. Intelli Dyne has earned the designation of a Top Workplace by providing an inclusive and supportive environment where employees have a voice and are challenged to provide innovative solutions to our clients of national, state, and local importance.

Our Benefits

• Inclusive and supportive work environment
• Competitive compensation package
• Professional growth through annual subsidy for trainings, certifications, professional…