Service Desk Manager

Job Overview The Service Desk Manager oversees the overall operation, performance, and effectiveness of the Service Desk, which serves as the primary point of contact for end‑user IT support. This role integrates technical leadership, operational management, quality assurance, and customer service oversight to ensure services are delivered in accordance with contract requirements, industry best practices, and established Service Level Agreements (SLAs). Key Responsibilities Service Desk Operations Management – oversee day‑to‑day performance and operations, ensuring timely and courteous support for all incoming requests. Efficient triage – accurate issue identification and appropriate escalation for complex technical problems. Manage Service Desk deliverables – reports, metrics, training documents, and knowledge base updates. Maintain and continuously improve the internal Knowledge Base in accordance with the customer’s ITSM Knowledge Management process. Ensure all incidents and service requests are logged in ServiceNow with complete histories, troubleshooting notes, request workflows, and resolution steps. Manage Service Desk queues, workflows, and categorizations to maintain data integrity and operational efficiency. Coordinate closely with other technical teams and departments for escalated or cross‑functional issues. Review, test, and analyze key performance metrics to ensure SLA compliance. Interact with Government stakeholders and customers. Staffing, Talent Management & Leadership – maintain adequate staffing levels, lead recruitment, onboarding, shift coverage planning, and performance management; develop and deliver training programs and performance improvement plans; provide coaching, mentorship, and daily leadership to Service Desk personnel. Performance Measurement & SLA Management – monitor and analyze Service Desk performance metrics to ensure alignment with contract requirements; report regularly on SLAs, KPIs, trends, ticket volumes, and user satisfaction metrics; identify operational issues and implement process improvements to enhance efficiency and customer experience. Quality Assurance (QA) Oversight – develop, maintain, and implement a Quality Control Plan aligned with ISO/IEC 20000 quality principles; monitor service quality using audits, performance monitoring tools, customer surveys, and sampling of resolved tickets; lead and participate in internal and external quality audits; develop corrective action plans to address deficiencies and ensure continuous improvement; maintain a comprehensive Procedures Manual documenting all Service Desk processes. Technical Expertise & Support Strong working knowledge of desktop/laptop hardware, Windows 10, OSX, standard office applications, and common peripherals. Provide advanced problem solving and conduct root cause analysis for recurring or high‑impact issues. Ensure Service Desk personnel have adequate access to supported technologies and resources. Education & Experience Minimum Qualifications Bachelor’s degree in a related field. At least five (5) years of experience managing an IT Service Desk. Minimum eight (8) years of experience in IT operations with hands‑on experience in systems, networks, and/or telecommunications management operations. Demonstrated leadership abilities managing multi‑shift or multi‑tier support teams. Experience developing training programs and performance improvement plans. Strong knowledge of desktop/laptop hardware, Windows 10, OSX, and common productivity applications. Experience using a ticketing system such as ServiceNow. Strong written and verbal communication skills. Excellent problem‑solving and research skills. CompTIA A+ certification. ITIL v4 Foundations certification. Preferred Qualifications Relevant commercial certifications (HDI, CompTIA Network+, Microsoft, etc.). Experience in federal customer environments. Experience managing multi‑tier Service Desk or Operations Centers. Experience with ISO/IEC 20000, ITIL practices, or CMMI Service Maturity. Certifications CompTIA A+ certification required. ITIL v4 Foundations certification required. Security Clearance Ability to obtain Public Trust clearance. Other Onsite at customer location. Compensation $119,000 – $140,000 a year. Location Washington, DC. Employment Type Full‑time. Seniority Level Mid‑Senior level. Job Function Information Technology. EEO Statement Computer World Services is an affirmative action and equal employment opportunity employer. Current employees and/or qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, disability, protected veteran status, genetic information or any other characteristic protected by local, state, or federal laws, rules, or regulations. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us. #J-18808-Ljbffr