Service Desk ManagerRedstone Arsenal/Huntsville, ALJob Description:We are seeking an experienced IT Service Desk Manager with ServiceNow experience to lead the daily operations of a large IT Service Desk. This role is responsible for delivering reliable, efficient and customer focused IT support while applying ITIL 4 service management best practices. The IT Service Desk Manager serves as the people leader over our Tier 1 and Tier 2 support teams. The selected candidate will partner closely with our government customer and be responsible for Incident, Request and Knowledge Management.
Responsibilities:- Lead and manage the IT Service Desk team, setting clear expectations, coaching performance and supporting career development
- Manage ticket queues, prioritization and escalation paths
- Work with the government to establish KPIs and ensure SLA compliance
- Monitor response and resolution times
- Drive continual improvement initiatives to enhance reliability, efficiency and user satisfaction
- Partner with cross-functional IT teams to ensure timely response and closure of incidents and service requests
- Partner with government leadership to resolve customer issues and ensure alignment across the Service Desk team
- Implement automation for repetitive tasks
Requirements:- Bachelor's degree in a related field
- Employee Relations experience desired
- Ten (10) years of prior experience in a similar role
- ServiceNow experience
- Strong communication and organizational skills
- DoD 8570 Level II/III certification desired
- Active Security clearance required
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