Zachary Piper Solutions is seeking a
Service Desk Manager to join a Federal Program located in
Newington, VA. The Service Desk Manager will s upport a mission focused on delivering secure, reliable IT service desk operations for a government customer.
Responsibilities of the Service Desk Manager:- Lead, mentor, and manage a team of Service Desk technicians supporting daily operations.
- Manage Service Desk personnel schedules and workload distribution.
- Review, prioritize, and oversee customer incident and service request tickets.
- Coordinate with technical teams and functional work centers to resolve issues efficiently.
- Monitor service desk performance and ensure adherence to service standards and SLAs.
- Escalate complex technical issues when required and drive resolution efforts.
- Prepare operational reports, service metrics, status updates, and leadership briefings.
- Maintain accurate documentation and reporting of incidents, requests, and operational activities.
- Ensure customers receive timely, effective, and high-quality support.
- Support a fast-paced, mission-focused environment while maintaining operational excellence.
Qualifications of the Service Desk Manager:- Active TS/SCI clearance required.
- 5+ years of IT support, Service Desk, or related technical experience.
- Previous experience leading or supervising technical support teams preferred.
- CompTIA Security+ certification required.
- ITIL Foundation certification required.
- Strong communication and customer service skills.
- Excellent documentation, reporting, and briefing capabilities.
- Proven troubleshooting and problem-solving experience.
- Experience working in collaborative team environments.
- Technical degree, formal technical training, or relevant industry certifications.
- Experience supporting government or DoD environments preferred.
- Cisco Certified Network Associate (CCNA) certification preferred.
Compensation for the Service Desk Manager:- Salary Range: $130,000 - $150,000 *flexible based on experience*
- Comprehensive Benefits: Medical, Dental, Vision, PTO, and Sick Leave as required by law
- Flexible working schedule
- Unlimited opportunities for growth
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