Service Desk Manager

Unissant • Washington, DC

20d • Hybrid

About The Position

Unissant, Inc. delivers innovative capabilities to the agencies that keep our nation healthy and safe. We apply our domain expertise, data acumen, and technology know-how to achieve breakthrough results for our clients. Working collaboratively, we advance missions and careers through a focus on honesty, integrity, and dependability. We continuously look for talent, excited to join that effort. To learn more about our exciting organization, please visit us at www.unissant.com. We are seeking a Service Desk Manager to join our team and support our client. The ideal candidate is a customer-focused IT operations leader who combines technical depth, service management expertise, and strong people leadership. This individual is energized by building high-performing teams, improving service desk operations, and delivering an exceptional support experience in a complex enterprise environment.

Requirements

• Minimum of 5 years of experience in IT service management.
• Strong leadership and team management skills.
• Excellent communication and customer service skills.
• Experience with service desk software, ticketing tools, and enterprise support environments.
• Ability to analyze service performance data and generate actionable insights for improvement.
• Experience supporting large-scale IT service environments and complex customer support operations.
• Bachelor's Degree is required.
• ITIL Foundation certification is required.
• Excellent verbal and written skills, ability to present proposals and performance data, comfortable interfacing all levels of organization.
• Ability to write clear and concise creative content in a highly confidential manner.
• Ability to translate technical, operational, and compliance-related information into clear messaging for executive, technical, and non-technical audiences.
• Ability to obtain and maintain a Public Trust clearance.

Nice To Haves

• Preferred field of study in Information Technology or a related field of study.
• MBA/Master's Degree in a relevant field of study preferred.
• HDI or equivalent certification preferred.

Responsibilities

• Lead and manage the service desk team to deliver high-quality support services across the enterprise.
• Monitor and analyze service desk performance and implement improvements to enhance customer experience and operational effectiveness.
• Ensure compliance with SLAs and other service performance metrics.
• Develop and maintain service desk policies, procedures, and documentation, including SLAs, OLAs, SOPs, and COOP materials.
• Handle escalations and support the resolution of complex technical issues.
• Coordinate with other IT teams to ensure seamless service delivery and effective issue resolution.
• Train, mentor, and cross-train service desk staff to strengthen continuity and readiness.
• Prepare regular reports on service desk performance, service quality, and customer satisfaction.
• Proactively update operational guides and support knowledge management practices.

Benefits

• Local travel within a 50-mile radius of Bethesda, Maryland is not reimbursable.
• On occasion, travel may be required of Contractor personnel and, if approved in advance by the Contracting Officer, may be reimbursed in accordance with Federal Travel Regulations.
• Work may be performed at Government facilities, remote locations, or approved employee work locations in support of Government operations.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager