Service Desk Manager (On-Site)

Oneida Professional Services•FORT MEADE, MD

1d•Onsite

About The Position

Oneida Professional Services is seeking a Service Desk Manager to support the Defense Information School (DINFOS) Technology & Logistics Support Services contract at Fort Meade, Maryland. This position is responsible for leading daily service desk operations and ensuring timely, effective technical support for DINFOS faculty, staff, students, and mission partners. The Service Desk Manager will oversee service desk personnel, coordinate support activities across technical teams, and ensure the delivery of high-quality customer service in a dynamic military and educational environment. The successful candidate will manage service requests, asset tracking, software licensing, patch management activities, and operational reporting while serving as a key liaison between end users and technical support teams. This position is contingent on the award of a federal contract.

Requirements

Experience managing or leading a service desk, help desk, or IT support organization.
Demonstrated experience supporting day-to-day service desk operations in an academic, educational, military, or enterprise environment.
Experience leading teams, assigning workloads, and managing competing priorities.
Knowledge of IT service management principles and customer support best practices.
Experience tracking hardware and software assets, software licensing, configuration management, and patch management activities.
Strong organizational, analytical, and problem-solving skills.
Excellent written and verbal communication skills.
Demonstrated ability to provide exceptional customer service in a military, educational, or professional environment.
Proficiency with service desk ticketing systems and standard Microsoft Office applications.

Nice To Haves

Experience supporting Department of Defense or military organizations.
Experience supporting educational institutions, training commands, or academic technology environments.
Experience developing service desk metrics, dashboards, and performance reports.
Experience managing enterprise IT support operations with diverse technical teams.
Familiarity with cybersecurity best practices, asset management, and configuration management processes.

Responsibilities

Manage and oversee the daily operations of the DINFOS Service Desk.
Lead, mentor, and supervise service desk personnel to ensure effective customer support and timely issue resolution.
Organize, prioritize, and assign work activities to service desk staff based on mission requirements and workload demands.
Coordinate support efforts with project managers, network engineers, application developers, broadcast engineers, audio/visual technicians, and logistics personnel.
Monitor service desk performance and ensure compliance with established service level objectives and operational procedures.
Track, manage, and report hardware and software configurations, software licensing, and asset inventory information.
Oversee software license utilization and ensure compliance with applicable licensing requirements.
Coordinate and monitor patch management activities to maintain system security and operational readiness.
Develop and maintain service desk documentation, reports, procedures, and performance metrics.
Identify opportunities for process improvement and implement solutions that enhance customer service and operational efficiency.
Serve as the primary point of contact for service desk escalations and customer support issues.