Service Desk Manager

Responsibilities

• Collaborate daily with OIT Service Desk Division leadership to receive tasks for the OIT Service Desk, provide information and updates, and plan task management and Service Desk initiatives.
• Provide direct training, mentorship, and management on a daily basis to five Service Desk Team Leads to include understanding tasks and routine responsibilities, direction and oversight, and job performance accountability.
• Provide mentorship and management oversight on a weekly or monthly basis to 30+ service desk analysts to ensure job performance accountability, job satisfaction, and professional development.
• Develop, update, and evaluate the value of routine and ad hoc Service Desk metrics and ticket status reports, Service Desk processes (including SOPs), and Service Desk analyst schedules and operations across desktop support and hardware teams.
• Coordinate with ITC Federal project managers to effectively plan, execute, monitor, and close out Service Desk projects to include office moves and hardware refresh projects.
• Coordinate with the ITC Federal VoIP Team to improve and update the automated call distribution (ACD) system to suit Service Desk business needs.
• Collaborate with the ITC Federal Program Manager to ensure KPI achievement and develop continuous improvement initiatives for the Service Desk.
• Lead quarterly trend analysis task performance conducted by the Service Desk Team Leads.
• Develop functional improvements to Service Now Incident and Service Request catalogs, workflows, and dashboards to be implemented by Service Now developers.
• Represent the Service Desk in troubleshooting and technical planning calls with other OIT functional areas / teams.

• Ten years overall professional experience with at least four years of experience in IT operations and two years of experience managing a service desk or IT team of 20+ team members.
• Federal/GOVCON IT support experience.
• Bachelor's degree.
• Demonstrated experience providing training, mentorship, and management oversight to junior managers or team leads.
• Demonstrated experience developing and updating work metrics and/or ticket status reports to communicate service levels and support operating procedures and changes.
• Demonstrated experience developing and updating IT work processes and SOPs.
• Demonstrated experience planning and executing complex IT projects.
• Demonstrated ability to balance task delegation with providing hands‑on leadership and support to junior team members.
• Must be customer‑service oriented with demonstrated problem‑solving capabilities.
• Excellent written and verbal communication skills, especially in raising, documenting, and reporting incidents, problems, and outages.
• Excellent organizational skills with meticulous attention to detail and accuracy.
• Ability to obtain a DOJ Public Trust security clearance.