Service Desk Manager

The Service Desk Manager is responsible for overseeing IT service delivery to meet the needs of the CASTLE-NET program, managing processes, coordinating with teams, and ensuring compliance with GSA and USACE policies and best practices. Works closely with stakeholders, customers, and service providers to ensure customer satisfaction, continuous improvement, and alignment with program objectives.

• Manage overall service desk operations and team performance
• Provide leadership and supervision to service desk personnel
• Establish and maintain service desk processes and workflows
• Monitor and improve service desk metrics and KPIs
• Ensure adherence to SLAs and quality standards
• Implement continuous improvement initiatives
• Manage service desk staffing, training, and development
• Report on service desk performance to senior management

• Bachelor's degree in IT, Business Administration, or related field
• 8+ years of experience in service desk or IT support operations
• Minimum 3-4 years of service desk management or supervisory experience
• Expert understanding of ITIL frameworks and best practices
• Proficiency with service desk and ITSM platforms
• Strong leadership, communication, and interpersonal skills
• Ability to manage budgets and staffing effectively
• Experience with federal IT operations and compliance

• Service Desk Management & Operations
• ITIL Framework & Best Practices
• Team Leadership & Performance Management
• Metrics & KPI Analysis
• Incident & Change Management Processes

• ITIL Foundation and Practitioner certifications
• Service Now administration and customization
• Federal compliance and security requirements knowledge
• CASTLE-NET environment familiarity
• Customer satisfaction and quality metrics expertise

$84,

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.