Service Desk Manager
About The Position
The Service Desk Manager is responsible for the strategic leadership, operational excellence, and continuous improvement of a multi-tiered Service Desk supporting the Department of Energy. This role oversees Tier I and Tier II support, VIP-level Support, and Customer Engagement and Communications. This role is responsible for ensuring high-quality, secure, and responsive IT services aligned with contractual SLAs and ITIL best practices. The Service Desk Leader serves as the primary interface between the Service Desk and government stakeholders, program leadership, and internal technical teams, with a strong emphasis on customer satisfaction, service performance, and clear communication.
Requirements
- 12+ years of IT service management or Service Desk experience, including leadership of Tier I and Tier II teams
- Experience supporting large federal or government IT environments
- Strong knowledge of ITIL processes
- Experience managing Service Desk tools (e.g., ServiceNow
- Demonstrated experience supporting VIP or executive-level users
- Excellent written and verbal communication skills, with experience briefing senior stakeholders
- Must be able to obtain agency clearance
Nice To Haves
- ITIL v4 Foundation or higher
- Bachelors Degree
Responsibilities
- Lead and manage Tier I and Tier II Service Desk teams, ensuring consistent delivery of high-quality end-user support
- Oversee day-to-day operations, including incident, service request, problem, and escalation management
- Ensure adherence to SLAs and other relevant performance requirements
- Establish and enforce standard operating procedures (SOPs), knowledge management practices, and quality assurance processes
- Drive continuous service improvement initiatives using ITIL and industry best practices
- Foster a customer-focused, accountable, and collaborative team culture
- Oversee and directly support VIP and executive users, ensuring white-glove service and rapid issue resolution
- Develop and maintain VIP support protocols, escalation paths, and dedicated support model.
- Develop and manage customer communication strategies, including outage notifications, maintenance announcements, and service updates
- Lead customer briefings, service reviews, and performance discussions
- Proactively identify customer concerns and implement solutions to improve satisfaction and trust
- Monitor, analyze, and report Service Desk performance metrics and trends
- Prepare and deliver weekly, monthly, and ad-hoc reports to program leadership
- Use data-driven insights to improve efficiency, reduce incident volume, and enhance user experience
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Number of Employees
5,001-10,000 employees
