Service Desk Manager

Galapagos

2d•$105,000 - $115,000

About The Position

Galapagos Federal Systems, LLC is seeking a motivated and experienced Service Desk Manager (SDM) to lead a team of IT professionals delivering front-line technical support to end users. This role is vital to ensuring reliable, timely, and effective IT services that directly support mission success. The SDM will oversee daily service desk operations, mentor and develop staff, and drive continuous improvement initiatives that enhance service quality and customer satisfaction. The SDM will work closely with users, IT leadership, and cross-functional teams to resolve issues, optimize service desk performance, and implement industry best practices in IT support operations. This is a high-impact leadership opportunity that blends technical expertise with customer service excellence.

Requirements

Active Public Trust Clearance
5+ years of experience managing an IT service desk
Proven leadership abilities with experience supervising and mentoring technical staff
Strong written and verbal communication skills, with the ability to engage effectively at all organizational levels
Demonstrated success in developing and implementing employee training programs and performance improvement plans
Hands-on knowledge of desktop and laptop hardware, peripherals, and troubleshooting methods
Expertise with Windows 10, macOS (OSX), and common office productivity applications
Experience with issue tracking and ticketing systems (e.g., ServiceNow) to record, monitor, and resolve trouble tickets
Strong analytical and problem-solving skills, with the ability to research and resolve complex technical issues
Associates degree or equivalent experience
CompTIA A+ certification (required)
Information Technology Infrastructure Library (ITIL) v4 Foundations certification (required)
Must be a U.S. Citizen. A high-level Department of Defense active security clearance is/may be required for this position. Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to government information.