25-6038: Desk-side Support Services (DSS) Manager - DC Metro

Navitas • Washington, DC

93d

About The Position

The Desk-side Support Services (DSS) Manager provides leadership and oversight of all desk-side support operations across the program. This role manages break-fix, service requests, and on-site technical support to ensure customer satisfaction, operational efficiency, and adherence to program service levels. The DSS Manager is responsible for coordinating teams across large geographic areas, maintaining service standards, and driving continual improvement through process optimization and analytics.

Requirements

• Experience managing desk-side break-fix and service request support for services and systems at the program level.
• Experience managing and maintaining desk-side support service levels across large geographic areas with diverse customer bases.
• ITIL Certification.
• Must obtain at least one certification from IAM Level I or IAT Level I (CompTIA A+, CompTIA Network+, SSCP, CAP, GISF, GSLC, CompTIA Security+).

Nice To Haves

• Experience managing desk-side support services for a Government agency.
• Experience executing streamlining efforts and continual process improvements in service areas.
• Experience using data analytics to identify areas for service improvement and implement strategies.

Responsibilities

• Manage desk-side support services, including break-fix and service request fulfillment, at the enterprise program level.
• Ensure desk-side service levels are achieved and maintained across diverse customer bases and geographic regions.
• Direct and oversee technical support staff to provide responsive, high-quality service delivery.
• Track performance metrics, generate reports, and identify areas for service improvement.
• Lead process improvement and service streamlining initiatives to increase efficiency and reduce costs.
• Collaborate with program leadership and stakeholders to resolve escalations and meet mission objectives.
• Leverage analytics to identify trends, pinpoint areas of concern, and drive data-informed improvements.

What This Job Offers