Service Desk Manager

Job Description

Job Description

Description:

Client First Technologies currently is seeking a Service Desk Manager in support of our government customer. The Service Desk Manager is responsible for the leadership, oversight, and day-to-day management of enterprise IT service desk operations supporting a high-volume, mission-critical environment. This role ensures the effective delivery of customer support services, incident response, ticket resolution, and service request fulfillment in accordance with established service level expectations. The Service Desk Manager serves as the primary lead for service desk personnel and acts as a key liaison between technical teams, operational stakeholders, and leadership. The position coordinates workflow, staffing, performance reporting, and continuous process improvement to ensure consistent, timely, and high-quality support services. In addition, the Service Desk Manager ensures service desk operations align with IT Service Management (ITSM) best practices, promotes customer satisfaction, and supports the ongoing optimization of tools, procedures, and knowledge resources across the enterprise support organization.

This is a full-time, remote position. CFT offers a full benefits package, a collaborative work environment and a strong company culture. Veterans and military spouses are encouraged to apply.

Responsibilities

• Manage overall service desk operations for a team primarily responsible for Tier III and Tier IV escalated issues, ensuring efficient handling of incidents, service requests, further escalations, and customer support inquiries
• Oversee ticket queue management, prioritization, assignment, and resolution to ensure timely response and adherence to service level objectives
• Lead and supervise service desk staff, including workforce scheduling, performance monitoring, coaching, and professional development
• Serve as the escalation point for high-priority incidents, coordinating rapid response and resolution with technical and engineering teams, including product vendor support teams. If necessary, work on and close out incidents directly
• Ensure consistent application of standardized processes, operating procedures, and ITSM practices across service desk functions
• Develop, maintain, and improve service desk documentation, knowledge articles, and standard operating procedures to enhance service quality and efficiency. Recommend and implement improvements that drive effectiveness and efficiency of the team without negatively impacting customer service levels and standards
• Monitor service desk metrics and trends, preparing recurring operational reports and recommending corrective actions or improvements
• Coordinate onboarding and training activities for new service desk personnel, ensuring readiness to support enterprise applications and platforms
• Promote a customer-focused support culture, ensuring professional communication, user satisfaction, and service excellence.
• Support continuous improvement initiatives, including automation opportunities, workflow enhancements, and adoption of new tools or support capabilities

Qualifications

• Bachelor’s degree in Information Technology, Business Administration, or a related field (or equivalent professional experience)
• Minimum of eight (8) years of experience in IT support or service desk operations, with at least 3 years in a supervisory or management role
• Demonstrated experience managing high-volume service desk environments supporting enterprise users and complex IT systems
• Strong expertise in service desk operations, including incident management, request fulfillment, escalation handling, and customer support processes
• Experience with ITSM tools and ticketing platforms (e.g., ServiceNow or equivalent)
• Proven ability to lead teams in SLA-driven environments requiring rapid response and consistent service delivery
• Strong knowledge of IT Service Management (ITSM) frameworks and service desk best practices; ITIL v4 certification preferred
• Excellent organizational, analytical, and problem-solving skills, with the ability to identify trends, assess root causes, and implement process improvements
• Strong communication and interpersonal skills, including the ability to engage effectively with users, technical staff, and leadership
• Ability to develop and maintain knowledge management resources, SOPs, and training materials
• Demonstrated ability to manage competing priorities, support operational continuity, and drive performance accountability
• Customer-focused mindset with a commitment to delivering high-quality support services in a professional manner
• Ability to obtain and maintain the required background investigation and security clearance level appropriate to the role

Preferred Technical Qualifications

• Demonstrated experience supporting enterprise Microsoft 365 environments, including core workloads such as Exchange Online, Microsoft Teams, SharePoint Online, and OneDrive for Business
• Familiarity with administration and troubleshooting of identity and access management solutions, including Microsoft Entra ID (Azure Active Directory) and multi-factor authentication
• Experience supporting collaboration and messaging platforms in hybrid cloud/on-premises environments, including user provisioning, mailbox management, and distribution group support
• Knowledge of Microsoft Purview compliance capabilities, including basic familiarity with eDiscovery workflows, retention policies, and content search processes
• Experience supporting secure communication and encryption technologies, including Azure Information Protection (AIP), Rights Management Services (RMS), and certificate-based authentication solutions
• Understanding of Public Key Infrastructure (PKI) concepts and experience coordinating support for certificate-related user issues
• Ability to manage service desk support for enterprise endpoint management tools such as Microsoft Intune and System Center Configuration Manager (SCCM), including device enrollment and policy troubleshooting

Physical Demands

• Must be able to sit and stand for extended periods of time
• Occasional travel and overtime may be required

Required Clearances and Screenings

• This position is subject to a government background investigation and must meet eligibility for a position designated with Moderate Risk sensitivity
• Candidates with current Veterans Affairs (VA) Tier 2/Moderate Background Investigation or equivalent (e.g., DoD Tier 3/NACLC, Active Secret) are preferred