Requisition Number: 28794
Required Travel: 0 - 10%
Employment Type: Full Time/Salaried/Exempt
Anticipated Salary Range: $94,352.00 - $122,000.00
Security Clearance: TS/SCI
Level of Experience: Mid
Job Description
HII Mission Technologies has an opportunity for a Service Desk Manager to join our team in Springfield, VA. The Service Desk Manager provides strategic and operational leadership for end-user support services, driving a forward-leaning, proactive approach to service delivery. You will lead a team of approximately six technicians and manage daily desktop support activities to ensure incidents, requests, and escalations are handled promptly and professionally.
Essential Job Responsibilities
You will be responsible for maturing service desk operations by implementing best practices, standardizing processes, and continuously improving efficiency, service quality, and user satisfaction. The manager anticipates the customer and organizational needs, identifies opportunities for automation and optimization, and ensures the service desk evolves from a reactive support function to a value-driven, performance oriented capability.
In addition to operational oversight, the Service Desk Manager fosters a high-performing team environment through active mentorship, coaching, and professional development of staff. You will establish clear performance expectations, promote accountability, and cultivate a culture of continuous improvement and customer focus. You will coordinate closely with IT Operations teams to ensure seamless escalation, incident resolution, and alignment with broader IT service management objectives. Through data-driven decision-making and strong leadership, the Service Desk Manager enhances service delivery outcomes while positioning the team to scale and adapt to changing mission and business demands.
Minimum Qualifications
Bachelor's Degree in related field with 7+ years of progressive hands on experience providing technical support to IT systems (call center, service desk, deskside support, etc).
3+ years leading and managing service desk personnel and essential functions.
Prior experience and demonstrated expertise in the following;
- Developing, managing, and documenting service-oriented processes such as Incident Management, Problem Management, Request Management, and Knowledge Management
- Implementing service improvement processes in response to performance metrics and/or service level agreements (SLAs)
- Utilizing commercial-off-the-shelf (COTS) service desk ticketing systems such as ServiceNow
- Developing and analyzing service desk metrics and capitalizing opportunities for continuous improvement
- Writing professional routine technical correspondence and documentation such as standard operating procedures, charts, reports, presentations, and user notifications
TS/SCI clearance required with ability to obtain Poly.
Preferred Requirements
Desired Experience:
- ServiceNow IT service management modules (Incident, Problem, Request, and Knowledge)
- Leading and managing tasks and personnel across geographically distributed work force
- Working with/across mutli-disciplinary teams and operational managers (IT Ops Manager, Cybersecurity Operation Center Manager) to provide notification of issues and courses of action
Desired: ITIL Foundations V3 or V4 with formal training or certification on the following ITIL modules: Service Operations, Operational Support and Analysis, Continual Service Improvement, or equivalent
The listed salary range for this role is intended as a good faith estimate based on the role's location, expectations, and responsibilities. When extending an offer, HII's Mission Technologies division takes a variety of factors into consideration which include, but are not limited to, the role's function and a candidate's education or training, work experience, and key skills.
To learn more about Mission Technologies, click here for a short video: https://vimeo.com/[redacted]
HII is more than a job - it's an opportunity to build a new future. We offer competitive benefits such as best-in-class medical, dental and vision plan choices; wellness resources; employee assistance programs; Savings Plan Options (401(k)); financial planning tools, life insurance; employee discounts; paid holidays and paid time off; tuition reimbursement; as well as early childhood and post-secondary education scholarships. Bonus/other non-recurrent compensation is occasionally offered for qualified positions, and if applicable to this role will be addressed by the recruiter at the screening phase of application.
