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
# LI-CJ2
#LI-ONSITE
Key words: Service Desk Lead, Service Desk Manager, Help Desk Manager, Help Desk Supervisor, Technical Support Lead, Technical Support Manager, TS/SCI, Security+, ITIL Foundation, ITIL, Government IT, DoD, Department of Defense, Service Desk Operations, Incident Management, Ticket Management, Customer Support, Technical Operations, Team Leadership, IT Support, Desktop Support, Operational Reporting, Leadership Briefings, CCNA, Network Support, Government Clearance Jobs, Mission Critical Support, Service Management, Secure Environment, Technical Team Lead, IT Operations Manager, Clearance Jobs, Federal IT Support
