Service Desk Manager

ICF is seeking an experienced Service Desk Manager to lead delivery of a modern, AI-enabled IT service desk supporting a federal technology program. Reporting to the Program Manager, this role owns the full operational lifecycle of a single-tier service desk, with direct accountability for customer satisfaction, Tier Zero deflection performance, knowledge management, and continuous improvement. This role is contingent upon a contract award.

The ideal candidate has run federal IT service desk operations and understands what it takes to deliver AI-enabled service s is an operational leadership role. The right candidate is comfortable managing technicians, owning KPIs, and engaging directly with program leadership and client stakeholders.

This is a hybrid position based in the Washington, DC Metro area. Onsite client support is required during regional business hours (0700 to 1800 local time). This position requires that the job be performed in the United States. If you accept this position, you should note that ICF does monitor employee work locations and blocks access from foreign locations/foreign IP addresses and also prohibits personal VPN connections.

• Lead day-to-day operations of a single-tier service desk where technicians own incidents and service requests from intake through closure, minimizing handoffs and keeping accountability at the technician level.
• Own service desk performance metrics including CSAT, Customer Effort Score (CES), Tier Zero deflection rate, ticket resolution time, and first-contact resolution. Drive continuous improvement against contractual targets.
• Oversee the design, build-out, and ongoing improvement of Tier Zero self-service capabilities, including virtual agents, knowledge portals, and automated troubleshooting tools. Coordinate with AI and automation teams to support implementation.
• Maintain a wiki-style, role-based knowledge base with accurate, plain-language content for both end users and technicians. Conduct regular content reviews and enforce quality standards to keep the knowledge base current.
• Ensure all tickets are properly categorized, prioritized, documented, and analyzed for root cause. Maintain data integrity for reporting and trend analysis.
• Coordinate staffing and resource allocation to maintain appropriate customer-to-technician ratios, including surge coverage and specialized onsite support for executive and leadership needs.
• Coordinate end-to-end IT and AV support for client meetings and events, including setup, testing, troubleshooting, and event staff coordination.
• Prepare and present service desk performance reporting for governance forums, program management reviews, and client stakeholders.
• Apply ITIL-based service management practices across the service desk. Promote an automation-first approach using AI for predictive maintenance, intelligent routing, and proactive issue detection.
• Support after-hours on-call coverage for mission-critical and high-priority incidents as directed by client leadership.

• Bachelor's degree or equivalent
• 7+ years of experience managing IT service desk or end-user support operations, including at least 3 years in a federal or government-adjacent environment
• 2+ years of experience designing or operating Tier Zero and AI-enabled self-service capabilities, including virtual agents or chatbot-based resolution tools
• 2+ years supporting federal programs in HHS, NIH, FDA, or other health-focused agencies
• ITIL Foundation certification or equivalent
• 3+ years of hands-on experience with ITSM platforms such as Service Now or Jira Service Management
• U.S. Citizenship required due to federal contract requirements
• Ability to obtain and maintain a Public Trust background investigation
• Candidate must reside in the US, be authorized to work in the US, and work must be performed in the US

• HDI Support Center Manager certification or equivalent
• Experience using data and analytics to manage service desk performance, including dashboard-driven reporting and ticket trend analysis
• Familiarity with Section 508 and WCAG accessibility compliance requirements for digital content…