Service Desk Manager

Evolver Federal•Bethesda, MD

7d•Hybrid

About The Position

Evolver is an information technology, cybersecurity, and digital transformation company supporting national defense, federal civilian agencies, and Fortune 500 organizations. We help customers secure critical systems, modernize enterprise technology, and solve complex operational challenges through integrated technology capabilities spanning cybersecurity, enterprise IT infrastructure, cloud, software development, data analytics, legal technology and eDiscovery, applied AI, and electronic security systems. Our teams combine deep technical expertise with mission understanding to deliver secure, reliable, and scalable solutions that advance performance in high-stakes environments. Evolver Federal is looking for a Service Desk Manager to join our team supporting our federal client located onsite in Bethesda, MD. This position requires a hybrid work environment with onsite work 3-5 days per week in Bethesda, MD depending on the requirements of the program

Requirements

A Bachelor's Degree in Computer Science, Information Systems, Engineering, Business, or other related disciplines
5 years of overall experience with increasing responsibilities in information systems management
2 years of experience with staff management, recruitment, and retention
2 years of Help Desk / Service Desk management experience.
2 years of experience with ServiceNow
US Citizen with the ability to obtain a Level 5 (NACIC) security clearance
A Help Desk Institute certification as a Help Desk Manager, Desktop Support Manager, or Support Center Manager
One or more of the following or equivalent: MTA: Microsoft Technology Associate MCSA: Microsoft Certified Solutions Associate MSCE: Microsoft Certified Solutions Expert Apple Certified Support Professional Certified Associate in Project Management

Nice To Haves

A Master of Science (MS) in Information Technology
Program Manager has at minimum, a Foundation Certificate in IT Service Management (ITIL) v3 (or current equivalent).
7 years of overall experience with increasing responsibilities in information systems management
5 years of experience with staff management, recruitment, and retention
5 years of Help Desk / Service Desk management experience.

Responsibilities

Provide daily supervision and direction to staff who are responsible for phone and in-person support to users in the areas of e-mail, directories, computer operating systems, desktop applications for all types of computer systems, and applications developed or deployed.
Oversee and manage the team responsible for the first point of contact for troubleshooting hardware/software, all types of computer systems (PC and Mac), and printer problems.