Responsibilities

Position Summary

 

We are seeking an experienced Service Desk Manager to lead and oversee enterprise IT support operations within a federal government contracting environment. This role is responsible for managing daily Service Desk operations, supervising multi-tier technical support teams, driving operational excellence, and ensuring the delivery of high-quality customer service to a large and geographically dispersed user community.The ideal candidate will possess strong leadership, customer engagement, incident management, and operational management experience supporting federal customers in mission-critical IT environments. This position requires collaboration with government stakeholders, technical teams, and program leadership to ensure service delivery objectives, operational metrics, and customer expectations are consistently achieved.

 

Key Responsibilities

• Manage daily operations of the enterprise IT Service Desk supporting 4,000+ users across headquarters and geographically-distributed remote locations.
• Supervise, mentor, and lead a team of Service Desk personnel across multiple support tiers.
• Recruit, hire, onboard, train, and evaluate Service Desk personnel to maintain a high-performing support organization.
• Serve as the primary liaison between contractor staff, federal leadership, and end-user communities to ensure effective communication and customer satisfaction.
• Develop, implement, and maintain Standard Operating Procedures (SOPs), workflows, escalation paths, and operational processes.
• Monitor Service Desk operations, ticket queues, SLA performance, escalations, and workforce productivity.
• Prioritize Service Desk activities and operational tasks to ensure timely resolution of incidents, service requests, and customer issues.
• Analyze staffing levels, ticket trends, workloads, and performance metrics to optimize service delivery and operational efficiency.
• Coordinate and manage enterprise IT projects.
• Identify service improvement opportunities, operational efficiencies, and customer experience enhancements.
• Conduct regular meetings with stakeholders as required or needed.
• Lead Incident Management activities during outages or critical events.
• Maintain accurate documentation, reporting metrics, and operational dashboards for leadership review.

Qualifications

Required Qualifications

• 10 years of experience, may have supervisory or lead experience
• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related field preferred.
• 5+ years of experience managing enterprise IT Service Desk or Help Desk operations in a government or large enterprise environment.
• Experience leading multi-tier technical support teams in a fast-paced operational environment.
• Demonstrated experience supporting large user populations across multiple geographic locations.
• Strong customer service, communication, and stakeholder management skills
• Working knowledge of:
• Microsoft Windows environments
• Active Directory and account administration
• Desktop support operations
• VoIP technologies
• ITIL processes and best practices
• Strong organizational, leadership, and project management skills.
• Ability to work effectively with federal customers, technical teams, and contractor personnel.
• Active Q/SCI clearance preferred; ability to obtain and maintain the clearance required.

Preferred Qualifications

• ITIL Foundation or ITIL Managing Professional certification
• PMP or other project management certification
• Experience supporting Department of Energy

Target Salary Range$112,000 - $179,000. This represents the typical salary range for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual’s experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.