Service Desk Manager
Edgewater Federal Solutions, Inc.
7h•Hybrid
About The Position
Edgewater Federal Solutions is seeking a Service Desk Manager to support a federal client operations environment. This role provides advanced customer support and subject‑matter expertise in a structured, compliance‑driven service desk supporting enterprise users.
Requirements
- Minimum of 3 years’ experience in a senior customer support, analyst, or specialist role
- Proven ability to troubleshoot and resolve complex system or process issues
- Strong written and verbal communication skills
- Experience working in structured, policy‑driven environments
Nice To Haves
- Experience supporting government or enterprise clients
- Familiarity with regulated systems, financial platforms, or policy workflows
- Experience with ticketing, CRM, or case management tools
Responsibilities
- Resolve complex customer issues escalated from front‑line support teams
- Apply policy, system, and process knowledge to deliver accurate resolutions
- Document investigations, actions, and outcomes clearly and consistently
- Support knowledge base development and continuous process improvement
- Assist with onboarding, mentoring, and informal training of support staff
- Assist with technical issues
- Collaborate with program leadership to maintain service quality standards
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
