Service Desk Manager
Defense Technology Integration Llc
Job Description
Job Description
Defense Technology Integration is seeking a Service Desk Manager to support a federal government client.
The Service Desk Manager is an onsite position. The candidate will lead a small internal team responsible for delivering responsive, reliable IT support. This role will oversee day-to-day service desk operations, coordinate incident and request resolution, manage service levels and escalations, and drive continuous improvement through effective communication, reporting, and knowledge management.
Responsibilities
* Lead and support the small internal service desk team.
* Manage incidents, service requests, and ticket resolution.
* Monitor and manage service level agreements.
* Oversee escalation management and timely issue resolution.
* Coordinate team scheduling and service desk coverage.
* Prepare and maintain performance reports.
* Develop and maintain knowledge management practices.
* Drive service improvement initiatives and communicate with stakeholders.
* Prepare weekly and monthly Service Level Agreement reports
* Communicate effectively with clients and service desk team.
Qualifications
* 7+ years of experience in IT service desk management.
* Experience with commercial off-the-shelf applications and hardware:
* * Microsoft Office suites M365
* Adobe Acrobat
* Microsoft Intune
* Windows 11
* Dell desktops and laptops
* Desktop image management
* Network
Vacancy posted 2 days ago
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