Service Desk Manager

Comtech • Bethesda, MD

17d • Onsite

About The Position

We're seeking an experienced Service Desk Manager to oversee the daily operations of our federal client! You'll lead a team of technicians, monitor performance metrics, and drive continuous improvement through ITIL-based processes. Ready for your next step in IT support and leadership? Apply today.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Minimum of 10 years in IT support, with at least 5 years managing an IT service desk.
• ITIL Managing Professional (MP) or higher certification.

Responsibilities

• Oversee daily IT Service Desk operations for more than 600 staff members and manage after-hours on-call support for VIP users.
• Ensure incident and request resolution aligns with SLAs and ITIL best practices.
• Supervise a team of service desk technicians, coordinating schedules and fostering professional growth.
• Drive user satisfaction through prompt issue resolution and high-quality service delivery.
• Prepare service desk performance reports and maintain documentation in ServiceNow.
• Identify and implement process improvements to enhance efficiency and effectiveness.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager