Service Desk Manager

Requisition Number: 28794 Required Travel: 0 - 10%Employment Type: Full Time/Salaried/ExemptAnticipated Salary Range: $94,352.00 - $122,000.00 Security Clearance: TS/SCI Level of Experience: Mid This opportunity resides with Warfare Systems (WS), a business group within HII’s Mission Technologies division. Warfare Systems comprises cyber and mission IT; electronic warfare; and C5ISR systems.HII works within our nation’s intelligence and cyber operations communities to defend our interests in cyberspace and anticipate emerging threats. Our capabilities in cybersecurity, network architecture, reverse engineering, software and hardware development uniquely enable us to support sensitive missions for the U.S. military and federal agency partners.Leadership Mindset at HII – Mission TechnologiesLeadership at HII is a mindset, not a title. Through our Leadership Capability Framework, we define how every team member contributes to our mission and culture:Know & Grow Your People – Commit to learning and supporting team success.Build Relationships – Communicate openly, collaborate well, and build trust.Take Ownership – Deliver on commitments and take pride in your work.Customer First – Focus on the mission and those we serve.Shape the Future – Bring ideas, curiosity, and continuous improvement.Act with Urgency – Take initiative and follow through with purpose.These capabilities guide how all employees contribute to our shared success across Mission Technologies.Job DescriptionHII Mission Technologies has an opportunity for a Service Desk Manager to join our team in Springfield, VA. The Service Desk Manager provides strategic and operational leadership for end-user support services, driving a forward-leaning, proactive approach to service delivery. You will lead a team of approximately six technicians and manage daily desktop support activities to ensure incidents, requests, and escalations are handled promptly and professionally.Essential Job ResponsibilitiesYou will be responsible for maturing service desk operations by implementing best practices, standardizing processes, and continuously improving efficiency, service quality, and user satisfaction. The manager anticipates the customer and organizational needs, identifies opportunities for automation and optimization, and ensures the service desk evolves from a reactive support function to a value-driven, performance oriented capability. In addition to operational oversight, the Service Desk Manager fosters a high-performing team environment through active mentorship, coaching, and professional development of staff. You will establish clear performance expectations, promote accountability, and cultivate a culture of continuous improvement and customer focus. You will coordinate closely with IT Operations teams to ensure seamless escalation, incident resolution, and alignment with broader IT service management objectives. Through data-driven decision-making and strong leadership, the Service Desk Manager enhances service delivery outcomes while positioning the team to scale and adapt to changing mission and business demands.Minimum QualificationsBachelor's Degree in related field with 7+ years of progressive hands on experience providing technical support to IT systems (call center, service desk, deskside support, etc).3+ years leading and managing service desk personnel and essential functions.Prior experience and demonstrated expertise in the following; - Developing, managing, and documenting service-oriented processes such as Incident Management, Problem Management, Request Management, and Knowledge Management - Implementing service improvement processes in response to performance metrics and/or service level agreements (SLAs) - Utilizing commercial-off-the-shelf (COTS) service desk ticketing systems such as ServiceNow - Developing and analyzing service desk metrics and capitalizing opportunities for continuous improvement - Writing professional routine technical correspondence and documentation such as standard operating procedures, charts, reports, presentations, and user notificationsTS/SCI clearance required with ability to obtain Poly. Preferred RequirementsDesired Experience: - ServiceNow IT service management modules (Incident, Problem, Request, and Knowledge) - Leading and managing tasks and personnel across geographically distributed work force- Working with/across mutli-disciplinary teams and operational managers (IT Ops Manager, Cybersecurity Operation Center Manager) to provide notification of issues and courses of actionDesired: ITIL Foundations V3 or V4 with formal training or certification on the following ITIL modules: Service Operations, Operational Support and Analysis, Continual Service Improvement, or equivalentThe listed salary range for this role is intended as a good faith estimate based on the role's location, expectations, and responsibilities. When extending an offer, HII's Mission Technologies division takes a variety of factors into consideration which include, but are not limited to, the role's function and a candidate's education or training, work experience, and key skills.Meet HII’s Mission Technologies DivisionOur team of more than 7,000 professionals worldwide delivers all-domain expertise and advanced technologies in service of mission partners across the globe. Mission Technologies is leading the next evolution of national defense – the data evolution - by accelerating a breadth of national security solutions for government and commercial customers. Our capabilities range from C5ISR, AI and Big Data, cyber operations and synthetic training environments to fleet sustainment, environmental remediation and the largest family of unmanned underwater vehicles in every class. Find the role that’s right for you. Apply today. We look forward to meeting you.To learn more about Mission Technologies, click here for a short video: HII is more than a job - it’s an opportunity to build a new future. We offer competitive benefits such as best-in-class medical, dental and vision plan choices; wellness resources; employee assistance programs; Savings Plan Options (401(k)); financial planning tools, life insurance; employee discounts; paid holidays and paid time off; tuition reimbursement; as well as early childhood and post-secondary education scholarships. Bonus/other non-recurrent compensation is occasionally offered for qualified positions, and if applicable to this role will be addressed by the recruiter at the screening phase of application.Why HIIWe build the world’s most powerful, survivable naval ships and defense technology solutions that safeguard our seas, sky, land, space and cyber. Our workforce includes skilled tradespeople; artificial intelligence, machine learning (AI/ML) experts; engineers; technologists; scientists; logistics experts; and business administration professionals.Recognized as one of America’s top large company employers, we are a values and ethics driven organization that puts people’s safety and well-being first. Regardless of your role or where you serve, at HII, you’ll find a supportive and welcoming environment, competitive benefits, and valuable educational and training programs for continual career growth at every stage of your career.Together we are working to ensure a future where everyone can be free and thrive.All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.Do You Need Assistance? If you need a reasonable accommodation for any part of the employment process, please send an e-mail to View email address on click.appcast.io and let us know the nature of your request and your contact information. Reasonable accommodations are considered on a case-by-case basis. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this email address. Additionally, you may also call View phone number on click.appcast.io for assistance. Press #3 for HII Mission Technologies.