Service Desk Manager

Amentum • Washington, DC

41d • Onsite

About The Position

Amentum is a leading provider of enduring support for the essential missions of the U.S. government, its allied partners and international organizations. With over 60 years of experience, Amentum supports the execution of complex and critical missions by providing global logistics and stability operations, technical services and national security solutions to customers around the world. Amentum has a workforce of approximately 50,000 people in over 80 countries on all seven continents and is headquartered in Chantilly, VA Amentum is seeking a Service Desk Manager for a large-scale contract operated in the Washington, DC metro area to consolidate and modernize IT, cybersecurity, and network services across all 50 states and territories. The Service Desk Manager shall oversee the day-to-day activities of service desk operations to ensure ARNG end users receive the support they require. We are pipelining candidates for a future contract award.

Requirements

• A minimum of ten years of relevant IT experience including a minimum of five years of hands-on service desk management experience.
• ITIL 4 Managing Professional or a higher certification in either category.
• Possess the appropriate certifications to achieve DoD 8570.01-M Information Assurance Manager (IAM) Level I.
• Active SECRET US Government Clearance. Note: US Citizenship is required to maintain a SECRET Clearance.

Nice To Haves

• Experience managing service operations, as a service manager, against SLAs on a DoD TO/contract.

Responsibilities

• Oversee daily support operations, ensure service levels are met, and maintain high customer satisfaction.
• Manage the entire life cycle of incidents and service requests, including prioritization, escalation, and resolution.
• Develop and refine processes, often using ITIL frameworks, to improve efficiency and service quality.
• Monitor performance, track KPIs, and provide regular reports to management on service desk performance and trends.
• Communicate with IT management, other business units, and external vendors to align goals and manage service contracts.
• Handle escalated issues, conduct root cause analysis, and oversee change and release management processes.
• Other duties as assigned.

Benefits

• This position includes a competitive benefits package.
• For more detailed information on our benefits and what it is like to work for Amentum: Please visit our careers site: www.amentumcareers.com

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Professional, Scientific, and Technical Services
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees