Service Desk Manager

Unissant • Washington, VA

22d • Hybrid

About The Position

Unissant, Inc. is seeking a Service Desk Manager to join their team and support their 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.
• ITIL Foundation certification is required.
• Ability to obtain and maintain a Public Trust clearance.
• 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.

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.

What This Job Offers

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