IT Service Operations Manager

Viasat, Inc. • Carlsbad, CA

1d

About The Position

The Service Desk Manager is a critical leadership role responsible for the end-to-end delivery of IT support services across both unclassified and classified networks. This individual will lead a multi-tiered team of technical professionals, ensuring that all hardware, software, and network-related issues are resolved in strict compliance with federal security protocols and internal Service Level Agreements (SLAs). The ideal candidate is a strategic thinker who can balance high-pressure incident response with the rigorous administrative requirements of a secure facility, acting as the primary liaison between end-users and senior IT leadership.

Requirements

• 6+ years of experience in IT Service Management or management of IT Projects or support.
• 3+ years in a supervisory, leading, and mentoring team members.
• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent military experience).
• Proficiency with enterprise ticketing systems (e.g., ServiceNow, Remedy, or Jira) and experience configuring and customizing a service desk platform to align with business needs.
• Exceptional communication skills and the ability to translate complex technical concepts for non-technical senior executives.
• Experience with vendor and financial management in support of client asset and expense planning, as well as procurement activities.
• Able to obtain a US government security clearance.

Nice To Haves

• Experience managing support for classified and unclassified environments.
• Familiarity with NIST 800-53/171/172 controls and adherence to related processes and policies.
• ITIL v4 Service Delivery or similar certification.

Responsibilities

• Operations Management: Oversee daily service desk workflows, ensuring tickets are properly categorized, prioritized, and resolved across multiple security enclaves.
• Team Leadership: Provide direct supervision, coaching, and performance evaluations for a team of Tier I and Tier II support specialists.
• Security Compliance: Ensure all support activities on classified systems adhere to DISA, NIST, and organizational security policies, including strict media control and "two-person integrity" where required.
• Metric Tracking: Monitors Key Performance Indicators (KPIs) like Mean Time to Resolve (MTTR), customer satisfaction (CSAT), and call volumes to identify trends and areas for improvement.
• SLA Development & Enforcement: Ensures all support activities comply with company standards, ITIL practices, and established SLAs.
• Incident Escalation: Acts as the high-level point of contact for complex, urgent, or high-priority technical issues.
• Knowledge Management: Maintain and update Standard Operating Procedures (SOPs) and Knowledge Base articles for both general user issues and classified handling instructions. Create and update training for employees.
• Asset Management: Coordinate the deployment, tracking, and decommissioning of secure hardware and peripherals.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 1,001-5,000 employees