Service Desk Manager

Service Desk Manager


Strategic Resources, Inc. (SRI) is an international, ISO 9001/20000/27001 Certified, CMMI Level 3 Rated full-service provider with more than 37 years of experience in the Federal, Military, and Commercial Marketplaces. SRI is seeking a committed and passionate Service Desk Manager to oversee end user support services for the Library of Congress.


Overview: The Library of Congress Office of the Chief Information Officer (OCIO) is responsible for providing enterprise IT end user support services for Library staff across all Library Service Units and external partners. They operate a 24x7x365 Tier I/II contact center to receive and process IT incidents and requests, and guide end users through the self-service portal for IT requests. Additionally, they provide in-person Tier I/II Technology Assistance Center during normal working hours to receive and process IT incidents and requests either in person, deskside, or remotely. This position is for the Service Desk Manager to oversee the Service Desk support services.


Responsibilities:

• Provide daily supervision and direction to staff who are responsible for service desk activities
• Oversee delivery of service desk activities such as phone and in-person support to users in the areas of email, directories, standard Windows desktop applications, and applications developed or deployed under the resulting contract.
• Direct teams through product lifecycle upgrades, large-scale deployments, and resolution of service disruptions, ensuring minimal impact to operations.
• Build a cohesive team, provide coaching and training, and ensure consistent performance aligned with organizational goals.
• Ensure all procedures are well-documented, regularly audited, and continuously improved to enhance service quality and efficiency.
• Serve as the liaison between the service desk, IT leadership, and other departments; conduct performance reviews and share insights to support strategic decisions.
• Participate in the interview, selection, and hiring of Service Desk personnel.

Minimum Qualifications:

• Associates degree or equivalent experience.
• At least 5 years' experience managing an IT service desk.
• Strong demonstrated leadership abilities.
• Experience researching and developing employee training and performance improvement plans.
• Strong working knowledge of desktop and laptop hardware and peripherals
• Strong knowledge of Windows 10, and OSX operating systems and common office applications.
• Experience using an issue tracking system to record, monitor, and document trouble items and work requests (e.g., ServiceNow).
• Excellent proven written and verbal communication skills.
• Strong problem solving and research skills.
• COMPTIA A+ certification
• Information Technology Infrastructure Library (ITIL) v4 Foundations certification.

This job description is intended to outline the general nature and level of work being performed. It is not intended to be a comprehensive list of all responsibilities, duties and skills required of the position. Additional tasks may be assigned as needed.