Service Desk Manager #1873655

Network Designs Inc.•Washington, DC

44d•Onsite

About The Position

We are seeking an experienced Service Desk Manager to lead enterprise IT support operations in a fast-paced, mission-critical environment. This role is responsible for overseeing the daily operation of a multi-tier Service Desk, ensuring the delivery of exceptional customer support, rapid incident resolution, and continuous improvement of IT services. The Service Desk Manager serves as the operational leader for customer-facing IT support functions, providing strategic direction for service delivery, incident management, request fulfillment, knowledge management, and performance reporting. The successful candidate will drive IT service excellence through ITIL best practices, process optimization, workforce leadership, and strong stakeholder engagement. This position requires a technical leader capable of managing support operations that serve a diverse workforce while collaborating closely with infrastructure, network, cybersecurity, and workplace services teams to maintain high levels of service availability and customer satisfaction.

Requirements

U.S. Citizenship is required
Must be able to obtain a Public Trust clearance
This position requires working onsite in Washington D.C., 5 days per week
Bachelor's degree in Information Technology, Computer Science, Engineering, Business, or related field
Minimum of 8+ years of progressive IT support or service management experience.
3+ years managing Service Desk or IT support teams.
Demonstrated experience leading enterprise service delivery operations.
Knowledge of Incident, Problem, Request, and Change Management processes.
Experience working with IT Service Management (ITSM) platforms.
Strong analytical, organizational, and communication skills.
ITIL Certification.
Knowledge of Agile delivery principles.

Nice To Haves

Project Management Professional (PMP) certification or equivalent.
Extensive experience delivering enterprise Service Desk solutions.
Demonstrated success driving continuous service improvement initiatives.
Experience supporting large-scale enterprise environments.
Experience developing operational metrics, dashboards, and executive reporting.
Knowledge of Power BI or other reporting and analytics platforms.
Experience supporting highly regulated or government environments.

Responsibilities

Lead and manage Tier 1, Tier 2, and Tier 3 support operations.
Provide overall direction for Service Desk staff, support processes, and service delivery activities.
Ensure incidents and service requests are logged, tracked, escalated, resolved, and closed in accordance with established service levels.
Serve as the primary escalation point for high-priority incidents and service disruptions.
Coordinate cross-functional response efforts to restore service as quickly as possible during major incidents.
Implement and maintain ITIL-aligned service management processes.
Oversee Incident Management, Request Management, Problem Management, Knowledge Management, and Service Level Management activities.
Coordinate Root Cause Analysis efforts for recurring and high-impact incidents.
Develop and maintain operational procedures, runbooks, support documentation, and knowledge articles.
Drive continuous improvement initiatives that increase service quality and operational efficiency.
Ensure users receive timely, professional, and effective technical support.
Monitor customer satisfaction metrics and identify opportunities to improve service delivery.
Lead initiatives to reduce call volumes through self-service capabilities, user training, and knowledge base development.
Oversee multiple customer engagement channels including phone, email, portal, and remote support services.
Promote a customer-focused culture across the support organization.
Recruit, develop, mentor, and retain high-performing support personnel.
Manage staffing levels and resource allocation to meet operational requirements.
Coordinate on-call support, surge response activities, and after-hours coverage.
Conduct performance coaching and professional development activities.
Foster collaboration across service delivery, infrastructure, engineering, and operational teams.
Monitor operational metrics, service levels, response times, and support trends.
Develop and deliver executive reports and dashboards that communicate operational performance.
Analyze service desk utilization, ticket volumes, root causes, and customer feedback data.
Recommend and implement improvements based on performance data and industry best practices.
Support audits, compliance initiatives, and operational reviews as required.
Lead adoption of automation, self-service tools, and knowledge-centered support practices.
Partner with infrastructure, cloud, network, endpoint, and cybersecurity teams to improve service reliability.
Identify opportunities to streamline workflows, reduce recurring incidents, and improve first-contact resolution rates.
Support implementation of new technologies, system upgrades, and enterprise initiatives.