Service Desk Manager

HII's Mission Technologies division•Springfield, VA

3d•$94,352 - $122,000•Onsite

About The Position

This opportunity resides with Warfare Systems (WS), a business group within HII’s Mission Technologies division. Warfare Systems comprises cyber and mission IT; electronic warfare; and C5ISR systems. HII works within our nation’s intelligence and cyber operations communities to defend our interests in cyberspace and anticipate emerging threats. Our capabilities in cybersecurity, network architecture, reverse engineering, software and hardware development uniquely enable us to support sensitive missions for the U.S. military and federal agency partners. Leadership at HII is a mindset, not a title. Through our Leadership Capability Framework, we define how every team member contributes to our mission and culture: Know & Grow Your People – Commit to learning and supporting team success. Build Relationships – Communicate openly, collaborate well, and build trust. Take Ownership – Deliver on commitments and take pride in your work. Customer First – Focus on the mission and those we serve. Shape the Future – Bring ideas, curiosity, and continuous improvement. Act with Urgency – Take initiative and follow through with purpose. These capabilities guide how all employees contribute to our shared success across Mission Technologies. HII Mission Technologies has an opportunity for a Service Desk Manager to join our team in Springfield, VA. The Service Desk Manager provides strategic and operational leadership for end-user support services, driving a forward-leaning, proactive approach to service delivery. You will lead a team of approximately six technicians and manage daily desktop support activities to ensure incidents, requests, and escalations are handled promptly and professionally.

Requirements

Bachelor's Degree in related field with 7+ years of progressive hands on experience providing technical support to IT systems (call center, service desk, deskside support, etc).
3+ years leading and managing service desk personnel and essential functions.
Prior experience and demonstrated expertise in developing, managing, and documenting service-oriented processes such as Incident Management, Problem Management, Request Management, and Knowledge Management.
Prior experience and demonstrated expertise in implementing service improvement processes in response to performance metrics and/or service level agreements (SLAs).
Prior experience and demonstrated expertise in utilizing commercial-off-the-shelf (COTS) service desk ticketing systems such as ServiceNow.
Prior experience and demonstrated expertise in developing and analyzing service desk metrics and capitalizing opportunities for continuous improvement.
Prior experience and demonstrated expertise in writing professional routine technical correspondence and documentation such as standard operating procedures, charts, reports, presentations, and user notifications.
TS/SCI clearance required with ability to obtain Poly.

Nice To Haves

ServiceNow IT service management modules (Incident, Problem, Request, and Knowledge)
Leading and managing tasks and personnel across geographically distributed work force
Working with/across multi-disciplinary teams and operational managers (IT Ops Manager, Cybersecurity Operation Center Manager) to provide notification of issues and courses of action
ITIL Foundations V3 or V4 with formal training or certification on the following ITIL modules: Service Operations, Operational Support and Analysis, Continual Service Improvement, or equivalent

Responsibilities

Maturing service desk operations by implementing best practices, standardizing processes, and continuously improving efficiency, service quality, and user satisfaction.
Anticipating customer and organizational needs, identifying opportunities for automation and optimization, and ensuring the service desk evolves from a reactive support function to a value-driven, performance oriented capability.
Fostering a high-performing team environment through active mentorship, coaching, and professional development of staff.
Establishing clear performance expectations, promoting accountability, and cultivating a culture of continuous improvement and customer focus.
Coordinating closely with IT Operations teams to ensure seamless escalation, incident resolution, and alignment with broader IT service management objectives.
Enhancing service delivery outcomes through data-driven decision-making and strong leadership, while positioning the team to scale and adapt to changing mission and business demands.