Service Desk Manager

Service Desk Manager

Candidates must be U.S. citizens able to obtain and/or maintain a Department of Defense security clearance as a condition and continuation of employment.

Apex Systems is seeking an experienced Service Desk Manager to support a mission-critical federal program. This position will lead a team of Service Desk technicians responsible for delivering exceptional customer support and maintaining secure, reliable IT operations in a fast-paced environment.

The ideal candidate has experience managing service desk operations, leading technical teams, and supporting enterprise IT environments within the federal space.

Responsibilities:

• Lead and mentor a team of Service Desk technicians
• Monitor, prioritize, and manage incoming support requests and incidents
• Coordinate with multiple technical teams and stakeholders to resolve issues
• Ensure delivery of exceptional customer service and user support
• Manage system functionality and operational efficiency
• Develop and maintain documentation, procedures, and knowledge base articles
• Escalate and track critical incidents through resolution
• Drive process improvements and operational excellence

Required Qualifications:

• Active Top Secret/SCI Clearance
• U.S. Citizenship
• 5+ years of relevant IT support, systems administration, or service desk experience
• Previous leadership or team management experience
• CompTIA Security+ Certification
• ITIL Certification
• Strong communication, reporting, and documentation skills
• Experience supporting enterprise-level IT environments

Top Skills:

• Service Desk Management
• Team Leadership
• IT Operations
• Incident Management
• Customer Support
• Communication
• Documentation
• Problem Solving

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package.

Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law.