Service Desk Manager (ITIL 4 Certified)
Location: Washington, DC
Work Authorization: US Citizen
Job SummaryWe are seeking a Service Desk Manager to lead the Technical Service Desk operations and oversee the full lifecycle of IT incidents and problems. This role ensures efficient service delivery, operational stability, and adherence to IT service management best practices.
Key Responsibilities• Lead and manage the IT Service Desk team and daily operations
• Oversee incident, problem, and service request management processes
• Ensure SLA compliance and service quality standards
• Drive continuous improvement in IT service delivery
• Coordinate with infrastructure and application teams for issue resolution
Required Skills & Qualifications
• Strong practical experience with ITIL 4 Framework (Service Operation focus)
• ITIL 4 Foundation Certification (required)
• Experience managing enterprise-level IT service desks
• Strong leadership and communication skills
