Position: Service Desk Manager Location: Washington, DC Clearance Required:Public Trust
Position Overview We are seeking a skilled and experienced Service Desk Manager to lead our IT service desk team in providing exceptional support to end-users. This role involves the direct supervision and daily oversight of service desk staff responsible for resolving technical issues related to hardware, software, and supported applications. The Service Desk Manager ensures that staff serve as effective first-line responders for technical issues and that performance standards, training, and customer satisfaction goals are consistently met.
Key Responsibilities
Provide daily leadership and supervision to service desk personnel responsible for phone and in-person technical support.
Ensure timely and effective support for user issues related to:
Email
Directory services
Standard Windows desktop environments
Contract-specific applications
Hardware and software for PCs, laptops, and printers.
Act as the escalation point for complex or unresolved issues.
Monitor issue tracking and resolution using service management tools (e.g., ServiceNow).
Develop and implement employee training programs and performance improvement initiatives.
Maintain documentation, workflows, and procedures for incident and problem management.
Analyze service desk performance metrics to identify trends, ensure quality, and implement improvements.
Ensure compliance with all organizational and contract-specific policies and standards.
Foster a customer-first culture across the support team.
Minimum Qualifications
Associate’s degree or equivalent combination of education and experience.
Minimum 5 years of experience managing an IT service desk or technical support function.
Proven leadership experience, with the ability to mentor, train, and develop team members.
Strong technical knowledge of:
Desktop and laptop hardware and peripherals
Windows 10 and macOS operating systems
Common office productivity applications
Experience with issue tracking and ticketing systems such as ServiceNow.
Demonstrated ability to develop training and performance improvement plans.
Strong communication and interpersonal skills with a customer service mindset.
Excellent troubleshooting, research, and problem-solving abilities.