25-6039: Desk-side Support Regional Manager - DC Metro

Navitas • Washington, DC

93d

About The Position

The Desk-side Support Regional Manager provides leadership and oversight of desk-side support operations within an assigned geographic region. This role is responsible for managing teams that deliver break-fix services, service request fulfillment, and technical support to ensure compliance with service level agreements (SLAs). The Regional Manager ensures operational excellence, customer satisfaction, and alignment with program requirements while coordinating with other regional managers and the enterprise DSS Manager.

Requirements

• Experience managing desk-side break-fix and service request fulfillment for services and systems.
• 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 resources dynamically to meet SLAs for a Government agency providing similar services.
• Microsoft (MS) Associate Certification.

Responsibilities

• Manage desk-side break-fix and service request fulfillment operations across the assigned region.
• Supervise and coordinate technical staff to ensure timely, high-quality service delivery.
• Ensure compliance with service levels (SLAs) and program performance requirements.
• Monitor and report on performance metrics for desk-side support operations.
• Collaborate with other regional managers and program leadership to ensure seamless enterprise-wide support.
• Identify and address regional issues, escalations, and service gaps.
• Contribute to continual improvement efforts, aligning processes with ITIL best practices.

What This Job Offers