Service Desk Manager #1873655

Network Designs•Washington, DC

43d•Onsite

About The Position

We are seeking an experienced Service Desk Manager to lead enterprise IT support operations in a fast-paced, mission-critical environment. This role is responsible for overseeing the daily operation of a multi-tier Service Desk, ensuring the delivery of exceptional customer support, rapid incident resolution, and continuous improvement of IT services. The Service Desk Manager serves as the operational leader for customer-facing IT support functions, providing strategic direction for service delivery, incident management, request fulfillment, knowledge management, and performance reporting. The successful candidate will drive IT service excellence through ITIL best practices, process optimization, workforce leadership, and strong stakeholder engagement. This position requires a technical leader capable of managing support operations that serve a diverse workforce while collaborating closely with infrastructure, network, cybersecurity, and workplace services teams to maintain high levels of service availability and customer satisfaction.

Requirements

U.S. Citizenship is required
Must be able to obtain a Public Trust clearance
This position requires working onsite in Washington D.C., 5 days per week
Bachelor's degree in Information Technology, Computer Science, Engineering, Business, or related field
Minimum of 8+ years of progressive IT support or service management experience.
3+ years managing Service Desk or IT support teams.
Demonstrated experience leading enterprise service delivery operations.
Knowledge of Incident, Problem, Request, and Change Management processes.
Experience working with IT Service Management (ITSM) platforms.
Strong analytical, organizational, and communication skills.
ITIL Certification.
Knowledge of Agile delivery principles.

Nice To Haves

Project Management Professional (PMP) certification or equivalent.
Extensive experience delivering enterprise Service Desk solutions.
Demonstrated success driving continuous service improvement initiatives.
Experience supporting large-scale enterprise environments.
Experience developing operational metrics, dashboards, and executive reporting.
Knowledge of Power BI or other reporting and analytics platforms.
Experience supporting highly regulated or government environments.

Responsibilities

Lead and manage Tier 1, Tier 2, and Tier 3 support operations.
Provide overall direction for Service Desk staff, support processes, and service delivery activities.
Ensure incidents and service requests are logged, tracked, escalated, resolved, and closed in accordance with established service levels.
Coordinate cross-functional response efforts to restore service as quickly as possible during major incidents.
Establish clear operational standards, roles, responsibilities, and performance expectations across the Service Desk organization.
Ensure consistent execution of support processes and service delivery practices across teams and customer engagement channels.
Implement and maintain ITIL-aligned service management processes.
Lead the assessment, redesign, and continuous improvement of the ITSM tool processes, workflows, configurations, and integrations to improve efficiency and service delivery.
Oversee Incident Management, Request Management, Problem Management, Knowledge Management, and Service Level Management activities
Establish and maintain Service Desk policies, procedures, standards, controls, and operating practices aligned with organizational objectives and IT service management best practices.
Coordinate Root Cause Analysis efforts for recurring and high-impact incidents and ensure corrective actions are tracked through completion.
Develop and maintain operational procedures, runbooks, support documentation, knowledge articles, and other service management artifacts.
Establish governance routines that promote accountability, process adherence, risk management, and consistent service delivery.
Ensure users receive timely, professional, and effective technical support.
Monitor customer satisfaction metrics and identify opportunities to improve service delivery and user experience.
Lead initiatives to reduce call volumes through self-service capabilities, user training, automation, and knowledge base development.
Oversee multiple customer engagement channels including phone, email, portal, and remote support services.
Promote a customer-focused culture across the support organization.
Use customer feedback, service trends, and operational data to identify opportunities to improve the overall support experience.
Recruit, develop, mentor, and retain high-performing support personnel.
Manage staffing levels and resource allocation to meet operational requirements and established service levels.
Coordinate on-call support, surge response activities, and after-hours coverage.
Conduct performance coaching, career development, and professional development activities.
Establish and maintain a structured training program for Service Desk personnel, including onboarding, technical skills, customer service, support processes, tools, and procedures.
Assess team capabilities and identify skill gaps; develop targeted training and development plans to improve service quality and operational effectiveness.
Promote knowledge sharing, cross-training, and succession planning to build organizational resilience and reduce key-person dependencies.
Foster collaboration across service delivery, infrastructure, engineering, cybersecurity, and operational teams.
Establish, monitor, and continuously refine Service Desk KPIs, service levels, and operational performance measures.
Monitor operational metrics including response and resolution times, ticket volumes, backlog, first-contact resolution, customer satisfaction, service levels, utilization, escalation trends, and other relevant indicators.
Develop and deliver executive reports and dashboards and performance reviews that communicate operational performance, trends, risks, and improvement opportunities.
Analyze service desk utilization, ticket volumes, root causes, customer feedback, and performance data to identify trends and areas requiring intervention.
Establish performance targets and use data-driven analysis to support staffing decisions, resource allocation, team coaching, prioritization, and operational planning.
Provide actionable insights and recommendations to IT leadership and stakeholders based on service performance data.
Ensure KPI definitions, reporting methodologies, and performance targets are consistently applied and understood across the Service Desk organization.
Lead a culture of continuous improvement across Service Desk operations, with a focus on service quality, efficiency, scalability, and customer experience.
Identify and prioritize improvement opportunities using operational metrics, customer feedback, recurring incidents, root cause analysis, and industry best practices.
Lead or coordinate initiatives to streamline workflows, reduce recurring incidents, improve first-contact resolution, and increase overall operational efficiency.
Lead adoption of automation, self-service tools, knowledge-centered support practices, and other technologies that improve service delivery.
Measure the effectiveness of process and technology improvements and ensure successful changes are incorporated into standard operating procedures and governance practices.
Partner with infrastructure, cloud, network, endpoint, cybersecurity, and engineering teams to improve service reliability and operational performance.
Support implementation of new technologies, system upgrades, and enterprise initiatives while ensuring appropriate Service Desk readiness, training, documentation, and support processes.
Periodically evaluate Service Desk processes, tools, technologies, and organizational capabilities and recommend changes that improve service delivery and business value