Service Desk Manager
About The Position
Galapagos Federal Systems, LLC is seeking a motivated and experienced Service Desk Manager (SDM) to lead a team of IT professionals delivering front-line technical support to end users. This role is vital to ensuring reliable, timely, and effective IT services that directly support mission success. The SDM will oversee daily service desk operations, mentor and develop staff, and drive continuous improvement initiatives that enhance service quality and customer satisfaction. The SDM will work closely with users, IT leadership, and cross-functional teams to resolve issues, optimize service desk performance, and implement industry best practices in IT support operations. This is a high-impact leadership opportunity that blends technical expertise with customer service excellence.
Requirements
- Active Public Trust Clearance
- 5+ years of experience managing an IT service desk
- Proven leadership abilities with experience supervising and mentoring technical staff
- Strong written and verbal communication skills, with the ability to engage effectively at all organizational levels
- Demonstrated success in developing and implementing employee training programs and performance improvement plans
- Hands-on knowledge of desktop and laptop hardware, peripherals, and troubleshooting methods
- Expertise with Windows 10, macOS (OSX), and common office productivity applications
- Experience with issue tracking and ticketing systems (e.g., ServiceNow) to record, monitor, and resolve trouble tickets
- Strong analytical and problem-solving skills, with the ability to research and resolve complex technical issues
- Associates degree or equivalent experience
- CompTIA A+ certification (required)
- Information Technology Infrastructure Library (ITIL) v4 Foundations certification (required)
- Must be a U.S. Citizen.
Responsibilities
- Lead a team of IT professionals delivering front-line technical support to end users.
- Oversee daily service desk operations.
- Mentor and develop staff.
- Drive continuous improvement initiatives that enhance service quality and customer satisfaction.
- Work closely with users, IT leadership, and cross-functional teams to resolve issues.
- Optimize service desk performance.
- Implement industry best practices in IT support operations.
Benefits
- Medical, dental, vision, disability, and life insurance
- Flexible Spending Accounts
- 401(k)
- PTO
- Paid Parental leave
- Tuition reimbursement
- Paid federal holidays
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
