Service Desk Manager

ASM Research • Lorton, VA

6d

About The Position

The Service Desk Manager manages the day-to-day operations and staff of the internal IT Help Desk, ensuring employees receive prompt, effective technical support. This role owns team performance, staffing/scheduling, and service metrics, while partnering with IT leadership on process improvements and escalations.

Requirements

• 4–6+ years of experience in technical support/help desk operations with 2+ years of direct supervisory experience managing a support team.
• Secret Security Clearance
• Strong knowledge of Windows/macOS, Active Directory, Microsoft 365, networking fundamentals.
• Experience with ITSM/ticketing platforms (ServiceNow, Jira Service Management, Zendesk, etc.).
• Proven track record managing staff schedules, performance, and hiring.
• Excellent communication skills, both technical and interpersonal.
• Strong analytical skills with experience using metrics to drive team performance.

Nice To Haves

• Bachelor's degree in IT, Computer Science, or related field (or equivalent experience).
• ITIL Foundation certification.
• CompTIA A+, Network+, or Security+ certification.
• Familiarity with automation/scripting (PowerShell) for process efficiency.

Responsibilities

• Directly supervise Help Desk Analysts/Technicians: scheduling, attendance, workload distribution, and shift coverage.
• Conduct performance reviews, set goals, and provide ongoing coaching and disciplinary action when needed.
• Own ticket queue management — ensure SLAs are met, tickets are properly triaged, and escalations are handled promptly.
• Serve as the primary escalation contact for unresolved or high-priority technical issues.
• Recruit, interview, and onboard new Help Desk staff.
• Develop and maintain Help Desk policies, procedures, and standard operating documentation.
• Analyze performance metrics (ticket volume, resolution time, CSAT, SLA compliance) and report to IT leadership.
• Monitor and support Tier 0 (self-service/chatbot) deflection effectiveness for internal users, coordinating on trends and improvement opportunities.
• Oversee IT onboarding/offboarding processes (accounts, equipment, access provisioning).
• Manage the Help Desk's ticketing system configuration, workflows, and reporting.
• Collaborate with Network, Security, and Systems teams on incident/problem management and IT projects.
• Identify trends in recurring issues and lead initiatives for root-cause resolution.
• Ensure adherence to security and compliance policies across all support activities.
• Manage vendor/tool relationships related to help desk operations as needed.
• Maintain staffing/coverage continuity plans to sustain internal Help Desk support during facility closures.
• Coordinate day-shift-to-night/weekend handoff with the Extended Hours team to ensure continuous ticket ownership across shift transitions.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed