Service Desk Manager

Role Summary We are seeking a proactive and dynamic Service Desk Manager to lead our hybrid Tier 1/Tier 2 service desk team. This role is responsible for overseeing a team of four agents that supports approximately 600 users. The ideal candidate will not only manage daily operations but also drive process improvement, foster a culture of proactivity, and ensure a high level of professionalism and customer service. This is a hands‑on role for a leader who is comfortable interacting with executive‑level clients and is dedicated to improving the user experience beyond just meeting SLAs. Responsibilities Oversee the daily operations of the service desk team, including scheduling, task management, and ensuring coverage from 7 AM to 8 PM, Monday through Friday. Actively participate in service desk activities such as imaging machines, creating new user accounts, and other IT support work that borders on system administration. Identify opportunities for process improvements and encourage a proactive approach to problem‑solving within the team, moving beyond reactive ticket handling to preemptively addressing issues. Comfortably and professionally interact with high‑level government officials, including the CIO, providing honest updates on issues and proactively communicating potential problems before they emerge. Manage and troubleshoot tickets in ServiceNow, covering access issues, hardware/software problems, and password resets. Go beyond metrics to understand the true user experience by walking around, talking to users, and uncovering real problems to provide better, more proactive support. Qualifications Bachelor’s Degree, General 5+ years of experience in a customer service or service desk management role Experience with ticketing systems such as ServiceNow Proof of managing daily operations in a hybrid Tier 1/Tier 2 environment Skills Service desk Customer service Ticketing system Active Directory Windows 10 ServiceNow Office 365 Help desk management Troubleshooting Job Details Contract position based out of Washington, DC. Fully onsite. Compensation and Benefits Pay range: $40.00 – $55.00 /hr. Benefits (subject to eligibility and plan terms): Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan – Pre‑tax and Roth post‑tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long‑term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave) Equal Opportunity Employer The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. #J-18808-Ljbffr TEKsystems