Service Desk Manager

Redstone Arsenal/Huntsville, AL Job Title IT Service Desk Manager Job Description We are seeking an experienced IT Service Desk Manager with ServiceNow experience to lead the daily operations of a large IT Service Desk. This role is responsible for delivering reliable, efficient and customer‑focused IT support while applying ITIL 4 service management best practices. The IT Service Desk Manager serves as the people leader over our Tier 1 and Tier 2 support teams. The selected candidate will partner closely with our government customer and be responsible for Incident, Request and Knowledge Management. Responsibilities Lead and manage the IT Service Desk team, setting clear expectations, coaching performance and supporting career development Manage ticket queues, prioritization and escalation paths Work with the government to establish KPIs and ensure SLA compliance Monitor response and resolution times Drive continual improvement initiatives to enhance reliability, efficiency and user satisfaction Partner with cross‑functional IT teams to ensure timely response and closure of incidents and service requests Partner with government leadership to resolve customer issues and ensure alignment across the Service Desk team Implement automation for repetitive tasks Requirements Bachelor's degree in a related field Employee Relations experience desired Ten (10) years of prior experience in a similar role ServiceNow experience Strong communication and organizational skills DoD 8570 Level II/III certification desired Active Security clearance required IPTA is an Equal Opportunity Employer. All employment decisions are based on individual merit, including qualifications, experience, performance, and business needs, consistent with applicable federal laws and federal contracting requirements. IPTA provides equal opportunity and utilizes merit‑based principles to make employment‑related decisions. #J-18808-Ljbffr