Service Desk Manager

The Service Desk Manager provides daily supervision and direction to staff responsible for service desk operations. This role focuses on ensuring timely and professional support, including user issues, hardware/software problems, and maintaining ITIL v4 compliance. The Service Desk Manager is the first point of contact for user support and directs a team to resolve technical issues.

Requirements

• Must be a US Citizen
• Associate’s degree or equivalent experience
• At least 5 years of experience managing an IT service desk
• Strong leadership, problem-solving, and research skills
• Demonstrated knowledge of desktop/laptop hardware, peripherals, Windows 10, OSX, and common office applications
• Proficiency with issue tracking tools such as ServiceNow
• Excellent written and verbal communication skills
• COMPTIA A+ certification
• ITIL v4 Foundations certification
• Place of Performance: Library of Congress, Capitol Hill Campus, Washington, D.C., with occasional support at other locations