Service Desk Manager

Requisition Number: 28794 Required Travel: 0 - 10% Employment Type: Full Time/Salaried/Exempt Anticipated Salary Range: $94,352.00 - $122,000.00 Security Clearance: TS/SCI Level of Experience: Mid Job Description HII Mission Technologies seeks a Service Desk Manager for its Springfield, VA office. The manager will provide strategic and operational leadership for end‑user support services, guiding a forward‑leaning, proactive approach to service delivery. Responsibilities include maturing service desk operations by implementing best practices, standardizing processes, and continuously improving efficiency, service quality, and user satisfaction. The role anticipates customer and organizational needs, identifies automation and optimization opportunities, and evolves the service desk from a reactive to a value‑driven, performance‑oriented capability. The manager fosters a high‑performing team environment through mentorship, coaching, and professional development, establishes performance expectations, promotes accountability, and cultivates a culture of continuous improvement and customer focus. Close coordination with IT Operations teams ensures seamless escalation, incident resolution, and alignment with broader IT service management objectives. Through data‑driven decision‑making and strong leadership, the manager enhances service delivery outcomes while positioning the team to scale and adapt to changing mission and business demands. Minimum Qualifications Bachelor's Degree in a related field with 7+ years of progressive, hands‑on experience providing technical support to IT systems (call center, service desk, desktop support, etc.) 3+ years of experience leading and managing service desk personnel and essential functions Experience in developing, managing, and documenting service‑oriented processes such as Incident Management, Problem Management, Request Management, and Knowledge Management Experience implementing service improvement processes in response to performance metrics and/or service level agreements (SLAs) Experience utilizing commercial‑off‑the‑shelf (COTS) service desk ticketing systems such as ServiceNow Experience developing and analyzing service desk metrics and capitalizing opportunities for continuous improvement Ability to write professional routine technical correspondence and documentation such as standard operating procedures, charts, reports, presentations, and user notifications Preferred Requirements TS/SCI clearance required with ability to obtain Poly. Desired Experience ServiceNow IT service management modules (Incident, Problem, Request, and Knowledge) Leading and managing tasks and personnel across a geographically distributed workforce Working with/across multidisciplinary teams and operational managers (IT Ops Manager, Cybersecurity Operations Center Manager) to provide notification of issues and courses of action Desired: 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 equivalent. Salary This role’s salary range is $94,352.00 - $122,000.00. The range is a good faith estimate based on location, expectations, and responsibilities; final offers consider additional factors such as education, training, experience, and skills. Benefits Competitive benefits include best‑in‑class medical, dental and vision plan choices; wellness resources; employee assistance programs; 401(k) savings plan options; financial planning tools; life insurance; employee discounts; paid holidays; paid time off; tuition reimbursement; early childhood and post‑secondary education scholarships. Bonus or other non‑recurring compensation may be offered for qualified positions, to be discussed with the recruiter. EEO Statement 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, veteran status or any other basis protected by federal, state, or local law. Reasonable Accommodations 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 with your request and contact information. Reasonable accommodations are considered on a case‑by‑case basis. You may also call View phone number on click.appcast.io and press #3 for assistance. #J-18808-Ljbffr