Service Desk Manager (6044)

As Service Desk Manager, you’ll oversee Service/Help Desk operations and ensure the delivery of high-quality support services. This role involves managing the team and processes for service requests, incidents, and problems in alignment with ITIL best practices. The ideal candidate will lead a 24/7/365 Service Desk operation, driving efficiency, customer satisfaction, and continuous improvement across IT support services.

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
• Currently hold the following certifications: ITIL4 Practice Manager: Plan, Implement, and Control and HDI Technical Service Professional
• Experience with Service Desk management tools such as ServiceNow, Jira Service Management, or similar platforms
• Excellent communication and collaboration skills
• Strong customer service orientation
• Ability to manage multiple priorities

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