Service Desk Manager (5990)

As Service Desk Manager, you'll oversee Service/Help Desk operations, manage the team and processes, and ensure high-quality support services. The ideal candidate will lead a 24/7/365 Service Desk operation, driving efficiency, customer satisfaction, and continuous improvement.

Requirements

• Active DoD Secret security clearance
• Bachelor's Degree from an accredited college or university + 8-years of relevant experience
• 7+ years overseeing Service Desk operations, including service request, incident & problem ITIL processes
• 3+ years' experience managing a 24/7/365 Service Desk supporting 15+K Users
• Current ITIL4 Practice Manager: Plan, Implement, and Control certification
• Current HDI Technical Service Professional certification
• Experience with Service Desk management tools such as ServiceNow, Jira Service Management, or similar platforms
• Excellent communication and collaboration skills
• Strong customer service orientation and the ability to build positive relationships with stakeholders
• Ability to manage multiple priorities and deliver results in a fast-paced environment

Benefits

• Health, dental, and vision insurance
• 401(k) retirement plan with company match
• Paid time off (PTO) and holidays
• Parental Leave and dependent care
• Flexible work arrangements
• Professional development opportunities
• Employee assistance and wellness programs