Enterprise NOC-Service Desk Manager

Koniag Government Services, LLC•Washington, DC

6d•$150,000 - $185,000•Onsite

About The Position

Koniag IT Systems, LLC a Koniag Government Services company, is seeking an experienced and dynamic Enterprise NOC / Service Desk Manager to lead and oversee the combined operations of a Network Operations Center (NOC) and multi-tier Service Desk environment. The ideal candidate is a seasoned IT operations leader with a proven track record of managing high-performing technical teams, driving operational excellence, and delivering reliable, mission-critical IT services in complex enterprise or government environments. This individual will serve as the senior operational leader responsible for the day-to-day performance, continuous improvement, and strategic direction of integrated NOC and Service Desk functions, ensuring that services are delivered efficiently, incidents are resolved swiftly, and end users and stakeholders receive consistently exceptional support. The Enterprise NOC / Service Desk Manager will be responsible for the strategic leadership, day-to-day management, and continuous improvement of an integrated NOC and multi-tier Service Desk operation supporting a large-scale enterprise IT environment. This individual will oversee all aspects of NOC and Service Desk performance, including team leadership, incident and event management, SLA compliance, ITSM process governance, staffing and scheduling, vendor coordination, and stakeholder engagement. The Enterprise NOC / Service Desk Manager will serve as the senior point of accountability for IT operations service delivery, working closely with IT leadership, program managers, and government stakeholders to ensure that operational outcomes align with mission objectives and contractual requirements.

Requirements

Bachelor's degree in Information Technology, Computer Science, Information Systems Management, or a related field from an accredited college or university, or equivalent work experience.
8+ years of progressive experience in IT operations, NOC operations, or IT service desk environments, with demonstrated growth in technical and leadership responsibilities.
4+ years of experience in a management or senior leadership role overseeing NOC, Service Desk, or combined IT operations center functions, including direct responsibility for team performance, SLA compliance, and operational outcomes.
Demonstrated experience managing ITSM processes — including incident, problem, change, and knowledge management — within an enterprise ITSM platform such as ServiceNow.
Experience managing 24/7 or extended-hours operational environments, including shift scheduling, on-call management, and after-hours escalation coordination.
Exceptional leadership and people management skills, with a demonstrated ability to build, develop, and retain high-performing NOC and Service Desk teams in a dynamic, mission-critical operational environment.
Exceptional communication skills in English – both written and oral – with the ability to effectively engage technical staff, executive leadership, program managers, and government stakeholders at all levels.
Deep knowledge of ITIL-based IT service management frameworks and their practical application within NOC and Service Desk environments, including incident, problem, change, request, knowledge, and event management processes.
Hands-on proficiency with enterprise ITSM platforms, particularly ServiceNow, including experience overseeing platform utilization, reporting, and continuous improvement of ITSM workflows and configurations.
Experience managing and optimizing NOC monitoring, alerting, and observability platforms such as Splunk, SolarWinds, Dynatrace, Nagios, or equivalent tools within an enterprise IT operations environment.
Strong analytical and data-driven decision-making skills, with the ability to interpret operational metrics, identify trends, and translate insights into actionable improvement initiatives.
Demonstrated experience managing major incident response activities, including cross-functional technical coordination, executive stakeholder communication, and post-incident review facilitation.
Ability to develop and manage staffing plans, shift schedules, and workforce capacity models for 24/7 or extended-hours operational environments.
Experience developing and delivering executive-level operational performance reports, dashboards, and briefings for senior IT leadership and government stakeholders.
Strong vendor and contract management skills, with experience overseeing third-party service providers and ensuring adherence to contractual service commitments.
Familiarity with federal IT compliance frameworks, including FISMA, FedRAMP, and NIST standards, as they apply to IT operations and service delivery environments.
Ability to obtain a Public Trust Clearance.

Nice To Haves

Master's degree in Information Technology, Information Systems Management, Business Administration, or a related field.
ITIL v4 Managing Professional or equivalent advanced ITIL certification.
Experience managing IT operations in a federal government environment.
Project Management Professional (PMP) certification or equivalent program/project management credential.
ITIL v4 Managing Professional, ITIL Strategic Leader, or equivalent advanced ITIL service management certification.
Project Management Professional (PMP) or equivalent program/project management certification.
Experience managing IT operations in a federal government environment, including familiarity with government contracting requirements, COR relationships, and program reporting obligations.
HDI Support Center Manager (HDI-SCM) or equivalent service desk leadership certification.
Experience leading organizational transformation or continuous service improvement initiatives within a NOC or Service Desk environment, including the adoption of AIOps, automation, or self-service capabilities.
Familiarity with AIOps platforms and their application to NOC event correlation, noise reduction, and automated incident management workflows.
Experience with workforce management tools and shift scheduling platforms used in 24/7 IT operations environments.
Six Sigma Green Belt or equivalent process improvement certification relevant to IT service delivery optimization.

Responsibilities

Provide strategic and operational leadership for the combined NOC and Service Desk functions, overseeing all Tier 1 through Tier 3 support operations, event and incident management activities, and IT operations center functions across the enterprise.
Lead, mentor, and develop a team of NOC analysts, service desk technicians, team leads, and specialist staff, fostering a high-performance culture built on accountability, continuous learning, and exceptional service delivery.
Establish, monitor, and enforce operational performance standards, SLA targets, and key performance indicators (KPIs) for both NOC and Service Desk functions, taking proactive action to address performance gaps and drive continuous improvement.
Oversee the end-to-end incident management lifecycle, ensuring that all events and incidents are detected, triaged, escalated, resolved, and closed in accordance with defined processes, SLAs, and stakeholder expectations.
Serve as the senior escalation point for high-priority, major, and P1/P2 incidents, coordinating cross-functional technical response efforts, managing stakeholder communications, and driving rapid resolution and service restoration.
Oversee and govern ITSM processes within the NOC and Service Desk environment, including incident, problem, change, request, knowledge, and asset management, ensuring alignment with ITIL best practices and organizational standards.
Collaborate with problem and change management teams to ensure that recurring incidents are investigated for root cause, known errors are documented and mitigated, and changes to the environment are assessed and implemented with minimal operational disruption.
Develop, implement, and continuously improve NOC and Service Desk operational procedures, runbooks, escalation paths, and standard operating procedures to ensure consistent, efficient, and compliant service delivery.
Manage staffing, scheduling, and workforce planning for a 24/7 or extended-hours operational environment, ensuring appropriate coverage levels across all shifts and minimizing gaps in operational support capacity.
Oversee the configuration, utilization, and continuous improvement of ITSM platforms (e.g., ServiceNow) and NOC monitoring and observability tools, ensuring that systems are effectively supporting operational workflows and reporting requirements.
Develop and deliver regular operational performance reports, dashboards, and executive briefings for IT leadership, program management, and government stakeholders, communicating service delivery outcomes, incident trends, SLA performance, and improvement initiatives.
Manage vendor and contractor relationships relevant to NOC and Service Desk operations, including monitoring tool vendors, managed service providers, and staffing partners, ensuring that contractual obligations and service commitments are met.
Lead and support continuous service improvement (CSI) initiatives, leveraging operational data, incident trends, and stakeholder feedback to identify and implement meaningful enhancements to NOC and Service Desk capabilities and processes.
Collaborate with IT infrastructure, cybersecurity, application, and project teams to ensure that NOC and Service Desk operations are aligned with broader IT strategy, enterprise architecture standards, and organizational change activities.
Support contract delivery requirements, including participation in program reviews, status reporting, deliverable preparation, and coordination with the Contracting Officer's Representative (COR) as required.
Ensure compliance with all applicable organizational policies, federal regulations, and security requirements governing IT operations, data handling, and personnel conduct within the NOC and Service Desk environment.