Service Desk Manager

Overview GovCIO is currently hiring for a Service Desk Manager to support our US Mint contract needs. This position is located in the Washington, DC area and will be a hybrid on-site/remote. Responsibilities Technical, Project and Operation Management of service desk operations and Asset Management Develop and implement process improvements to enhance service desk efficiency and customer satisfaction. Monitor key performance indicators and prepare regular reports for management review. Coordinate training sessions for service desk staff to maintain high standards of technical knowledge and customer service. Lead daily standups to report operational state to Mint leadership and other stakeholders. Conduct weekly status meeting. Provide input for contract deliverable reports. Lead daily operations of the Customer Service Center, supervising both onsite and remote technical support staff Ensure delivery of high-quality Tier I, II, and (VIP/"white glove") support services at remote sites. Serve as the primary escalation point for complex or high-priority incidents and requests Use ITIL practices to promote problem management to proactively respond or eliminate incidents Manage ticket queues, ensuring timely resolution and adherence to SLAs Coordinating the execution of change requests through US Mint’s standard change management lifecycle Develop, refine, and enforce escalation procedures and service workflows Analyze service desk metrics to identify trends, gaps, and opportunities for improvement Drive continuous improvement initiatives through data analysis, automation, and process optimization Oversee and maintain a high-quality knowledge base and solutions repository Continually develop, edit, and curate KM articles and SOPs Coordinate communication for outages, incidents, and emergency activities Review customer satisfaction data and implement improvements to enhance user experience Advise leadership on operational risks, escalation needs, and support requirements Work with ServiceNow team to develop workflows for asset management and business processes (such as onboarding and offboarding). Leadership & Team Development Train, coach, and mentor Service Desk and Desktop Support staff (Tier I–II) Support employee development and career progression Schedule staff and ensure appropriate coverage for all support operations Foster a collaborative, customer-focused team environment Qualifications Bachelor's with 15+ years (or commensurate experience) Required Skills And Experience Experience managing a team responsible for addressing tickets in ServiceNow 10+ years of experience in IT service delivery, help desk, or customer support operations. Strong leadership and team management experience in a technical support environment Proven success managing service desks in large enterprise environments Expertise in SLA development, tracking, and reporting Advanced analytical and problem-solving skills Strong interpersonal and relationship management abilities Excellent written and verbal communication skills Ability to translate technical concepts for non-technical audiences Proficiency in Microsoft Office and service management tools, specifically ServiceNow Working knowledge of diagnostic and troubleshooting utilities Exceptional organizational skills and attention to detail Ability to prioritize and execute in high-pressure environments Required Certification Upon Start ITILv4+ Foundation Certification PMP certification Agile certification Clearance Required Must be able to attain and maintain a US MINT Public Trust Posted Salary Range USD $140,000.00 - USD $168,000.00 /Yr. #J-18808-Ljbffr GovCIO