Service Desk Manager

What success looks like in this role:
Role Overview
Provides operational leadership for Service Desk services supporting a Federal Government client.
Ensures delivery of high-quality IT support in line with contractual SLAs, government standards, and customer expectations.
Key Responsibilities:Service Desk Operations
Manage and oversee daily Service Desk activities, including staffing, ticket queues, and escalations.
Serve as the primary escalation point for complex or high-impact service issues.
Performance & Service Management
Monitor Service Desk metrics, identify trends, and drive continuous improvement initiatives.
Ensure the team consistently meets or exceeds SLA, KPI, and customer satisfaction targets.
Leadership & Team Development
Mentor, coach, and develop Service Desk staff to enhance technical and customer service capabilities.
Foster a collaborative, accountable, and high-performing team culture.
Stakeholder & Client Engagement
Build strong working relationships with government stakeholders and internal support teams.
Participate in service reviews and operational meetings, providing clear reporting and insights.
Compliance & Security
Ensure Service Desk operations comply with federal government policies, security requirements, and contractual obligations.
Support audits, reviews, and reporting related to service delivery and compliance.
You will be successful in this role if you have:
Required
Bachelor’s degree (BA/BS) with 2–4 years of relevant experience, or an equivalent combination of education and experience.
Experience in an IT Service Desk or IT support environment with strong communication and problem-solving skills.
Preferred
Experience supporting a Federal Government or public sector account.
Prior experience leading or informally supervising teams; familiarity with ITIL practices and service management tools.
Security Requirements
"NV1 security clearance minimum requirement"
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