Service Desk Manager

Service Desk Manager We are seeking an experienced Service Desk Manager to lead and oversee enterprise IT support operations within a federal government contracting environment. This role is responsible for managing the end‑to‑end lifecycle of all IT incidents and problems across a multi‑site environment. Location: Alexandria, Virginia Salary: $70,000.00–$72,000.00 yearly Key Responsibilities Supervise a team of Service Desk Analysts to ensure high‑quality, customer‑centric support. Manage Tier I and Tier II ticket queues, including workflow, SLA compliance, and escalation processes. Resolve hardware and software issues in a high‑volume, fast‑paced environment, delivering VIP customer service. Provide executive leadership across the Service Desk, Advanced Problem Resolution, Contact Center, Knowledge Management, and Accounts Management functions. Implement and maintain ITIL‑based processes and best practices. Qualifications Minimum five (5) years of successful Tier 1 support services leadership experience or equivalent. Citizenship required with favorable Tier 1 investigation (or immediate NBIS T1 suitability eligibility). Strong communication and problem‑solving skills. Experience managing multi‑site operations and driving continuous improvement. #J-18808-Ljbffr