Service Desk Manager

Leader Communications Inc•Alexandria, VA

About The Position

The Service Desk Manager provides executive leadership across Tier 1 Service Desk, Tier 2 Advanced Problem Resolution (APR), USPTO Contact Center (UCC), Knowledge Management, Accounts Management, and Executive Support functions. This role ensures SLA compliance, operational governance, workforce strategy, security compliance, and continuous service improvement across a high-volume federal IT environment. The Program Manager must have demonstrated the ability to lead a program similar in size and complexity as the EUS Services. Individual must be able to attain and maintain a valid U.S. Government Public Trust security clearance.

Requirements

Fifteen (15) years of management experience or equivalent combination of education and experience. Experience/Education Substitution Guidelines: 1 year of study/experience equates to 1 year of relevant IT experience/education.
Must have ITIL Certification. May hold 1 or more Help Desk Institute (HDI) certifications; HDI Support Center Director is preferred
Experience overseeing enterprise IT service desk or contact center operations supporting large federal or similarly regulated environments with:
10,000 or more users
High-volume, multi-channel support operations
Formal Tier 1 and Tier 2 escalation processes
Strict Service Level Agreement (SLA) performance requirements
Demonstrated experience ensuring contract deliverables and SLAs are met in a federal IT environment. Bachelor's degree in the related subject area.
FedRAMP cloud environments.
Knowledge-Centered Service (KCS)
Executive communication
Contract governance leadership
Risk management
Operational analytics
Strategic workforce planning
Personnel must possess excellent communication skills (e.g., excellent written and verbal communication skills acquired via customer service work).
Excellent verbal communication skills include the ability to establish a professional rapport with customers; be a good listener and obtain required information; see things from another person's perspective; express knowledge in a clear, simple manner; explain technical matters to non-technical people; and be able to uphold the interests
Excellent written communication skills includes ensuring text is accurate and is expressed in clear, straightforward manner.
Personnel must possess administrative and project management skills.
Microsoft Project Professional and Microsoft SharePoint for documentation version control and repository needs.
Skilled with these tools to electronically update project plans and upload documents to our EMS.

Responsibilities

Oversee the entire program for the contract and all associated teams.
Ensure that all deliverables are provided in accordance with contract requirements and that SLAs are adhered to.
Communicate with key government personnel including, but not limited to, the SDOD Director, Call Center Manager, and COR.
Provide administrative directions to subordinate leads and task managers.
Possess corporate authority to recruit, hire, terminate personnel, and commit corporate resources in support of contract performance.
Oversee all contract task areas including Tier 1 Service Desk, Advanced Problem Resolution, USPTO Contact Center, Knowledge Management, Accounts Management, and Executive Support.
Lead performance oversight of high-volume contact center and service desk operations.
Manage risk, contingency planning, surge staffing, and COOP readiness.
Ensure compliance with NIST, FISMA, ATO, and federal IT security requirements.
Oversee AI-enabled service enhancements and continuous service improvement initiatives.
Leads executive-level operational reviews and performance briefings.