Tier 1 Service Desk Manager
About The Position
The Tier 1 Service Desk Manager is responsible for overseeing day-to-day operations of the Tier 1 Service Desk for the Department of Energy. This role ensures timely, professional, and compliant delivery of first-level IT support services while meeting or exceeding Service Level Agreements (SLAs), customer satisfaction targets, and federal security and operational requirements. The Tier 1 Service Desk Manager leads a team of Tier 1 technicians, serves as the primary point of contact for Tier 1 operations, and works closely with Tier 2/3 support teams, program management, cybersecurity, and government stakeholders to ensure seamless service delivery.
Requirements
- Strong leadership and team management skills
- Excellent written and verbal communication skills
- Customer service mindset with attention to detail
- Ability to manage high-volume, high-visibility environments
- Strong analytical and problem-solving abilities
- Ability to work effectively with government stakeholders
- Bachelor’s degree and 10+ years of IT service desk or technical support experience
- 2+ years of supervisory or management experience in a help desk or service desk environment
- Experience supporting government or large enterprise IT environments
- Strong knowledge of ITIL frameworks and service desk best practices
- Experience with ServiceNow
- Familiarity with SLAs, KPIs, and contract performance management
Nice To Haves
- ITIL v4 Foundation certification
Responsibilities
- Manage daily operations of the Tier 1 Service Desk, including staffing, scheduling, call volume management, and queue monitoring
- Ensure compliance with contract requirements, SLAs, KPIs, and performance metrics
- Monitor ticket lifecycle to ensure timely resolution, escalation, and documentation
- Serve as the escalation point for complex or high-visibility Tier 1 issues
- Lead, mentor, and supervise Tier 1 Service Desk staff
- Conduct performance reviews, coaching, and corrective actions as needed
- Ensure staff maintain required certifications, training, and security compliance
- Foster a customer-focused, mission-driven service culture
- Implement and maintain ITIL-aligned service desk processes (Incident, Request, Knowledge, and Escalation Management)
- Identify trends, recurring issues, and opportunities for process improvement
- Develop and maintain Tier 1 procedures, scripts, and knowledge base articles
- Support continuous service improvement initiatives
- Act as the primary point of contact for Tier 1 service delivery
- Participate in service review meetings and operational briefings
- Address customer concerns and satisfaction issues proactively
- Support audits, inspections, and contract compliance reviews
- Produce and deliver required operational reports (daily, weekly, monthly)
- Track and report on SLA compliance, call metrics, ticket volumes, and customer satisfaction
- Maintain accurate documentation in accordance with federal and contract standards
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What This Job Offers
Job Type
Full-time
Career Level
Manager
