What you'll doThe Service Desk Manager is a critical leadership role responsible for the end-to-end delivery of IT support services across both unclassified and classified networks. This individual will lead a multi-tiered team of technical professionals, ensuring that all hardware, software, and network-related issues are resolved in strict compliance with federal security protocols and internal Service Level Agreements (SLAs). The ideal candidate is a strategic thinker who can balance high-pressure incident response with the rigorous administrative requirements of a secure facility, acting as the primary liaison between end-users and senior IT leadership.
The day-to-day- Operations Management: Oversee daily service desk workflows, ensuring tickets are properly categorized, prioritized, and resolved across multiple security enclaves.
- Team Leadership: Provide direct supervision, coaching, and performance evaluations for a team of Tier I and Tier II support specialists.
- Security Compliance: Ensure all support activities on classified systems adhere to DISA, NIST, and organizational security policies, including strict media control and "two-person integrity" where required.
- Metric Tracking: Monitors Key Performance Indicators (KPIs) like Mean Time to Resolve (MTTR), customer satisfaction (CSAT), and call volumes to identify trends and areas for improvement.
- SLA Development & Enforcement: Ensures all support activities comply with company standards, ITIL practices, and established SLAs.
- Incident Escalation: Acts as the high-level point of contact for complex, urgent, or high-priority technical issues.
- Knowledge Management: Maintain and update Standard Operating Procedures (SOPs) and Knowledge Base articles for both general user issues and classified handling instructions. Create and update training for employees.
- Asset Management: Coordinate the deployment, tracking, and decommissioning of secure hardware and peripherals.
What you'll need- 6+ years of experience in IT Service Management or management of IT Projects or support.
- 3+ years in a supervisory, leading, and mentoring team members.
- Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent military experience).
- Proficiency with enterprise ticketing systems (e.g., ServiceNow, Remedy, or Jira) and experience configuring and customizing a service desk platform to align with business needs.
- Exceptional communication skills and the ability to translate complex technical concepts for non-technical senior executives.
- Experience with vendor and financial management in support of client asset and expense planning, as well as procurement activities.
- Able to obtain a US government security clearance.
What will help you on the job- Experience managing support for classified and unclassified environments.
- Familiarity with NIST 800-53/171/172 controls and adherence to related processes and policies.
- ITIL v4 Service Delivery or similar certification.
Salary range$122,500.00 - $193,000.00 / annually.For specific work locations within San Jose, the San Francisco Bay area and New York City metropolitan area, the base pay range for this role is $152,000.00- $228,000.00/ annually
At Viasat, we consider many factors when it comes to compensation, including the scope of the position as well as your background and experience. Base pay may vary depending on job-related knowledge, skills, and experience. Additional cash or stock incentives may be provided as part of the compensation package, in addition to a range of medical, financial, and/or other benefits, dependent on the position offered. Learn more about Viasat's comprehensive benefit offerings that are focused on your holistic health and wellness at https://careers.viasat.com/benefits.
