IT Service Desk Manager​/ServiceNow​/Google Workspace​/PMP & ITIL Certified​/Secret or TS Cleared

Position: IT Service Desk Manager / ServiceNow / Google Workspace / PMP & ITIL Certified /Secret or TS Cleared
IT Service Desk Manager / Service Now / Google Workspace / PMP & ITIL Certified /Secret or TS Cleared

Join to apply for the IT Service Desk Manager / Service Now / Google Workspace / PMP & ITIL Certified /Secret or TS Cleared role at IBSS

IT Service Desk Manager / Service Now / Google Workspace / PMP & ITIL Certified /Secret or TS Cleared

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Join to apply for the IT Service Desk Manager / Service Now / Google Workspace / PMP & ITIL Certified /Secret or TS Cleared role at IBSS

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Job Title: IT Service Desk Manager

Location:
Silver Spring, MD - Hybrid (3-days on-site)

Clearance Required: Secret or Top-Secret

Salary: $150K-$175K

Final date to receive applications: August 31, 2025



To apply , please follow these steps:

• Visit  .
• Select the position you are interested in.
• Review the job details, then click Apply Now.
• Complete and submit your application.

Job Description

IBSS is seeking a qualified IT Service Desk Manager to support a Federal IT 24/7 IT service desk. This position will oversee Tier 1-3 support, to include program support, Service Now administration, Google Workspace support, inventory/asset management, audio visual/teleconference support, and cybersecurity support. The manager is expected to work onsite in the agency's Silver Spring, MD office 3 days per week.



Key Responsibilities :

• Oversee the day-to-day operations of the Service Desk, ensuring timely and effective support for nationwide users.
• Implement and manage ITILv4-based service delivery frameworks, ensuring continuous improvement and efficiency.
• Oversee the maintenance and enhancement of Service Now workflows for incident, problem, change, and asset management.
• Track and maintain performance metrics, SLAs, and KPIs to measure and improve service delivery.
• Act as the primary point of contact for the customer, ensuring service expectations are met or exceeded.
• Mitigate Plans of Action and Milestones (POA&Ms) as required while providing status management to leadership.
• Build and maintain strong relationships with internal and external stakeholders, including IT teams, vendors, and executive leadership.
• Provide regular reporting and service reviews to customers and senior management.
• Ensure seamless support for Google Workspace, troubleshooting and resolving user issues.
• Manage IT inventory and asset lifecycle, including procurement, tracking, and disposal.
• Lead problem management efforts to minimize service disruptions.
• Identify and implement automation and process improvements to enhance service efficiency.
• Lead IT service improvement initiatives and transition projects using PMBOK processes.
• Manage change control processes to ensure configurations are properly documented and auditable while minimizing potential business impact.
• Collaborate with teams to develop and implement new tools, systems, and service enhancements.

Required Skills/

Qualifications:

• Bachelor's Degree in a related field
• Minimum 8-10 years of experience in IT Service Delivery or IT Operations Management.
• Certifications required: ITILv4 Foundation (or higher), PMP.
• Hands-on experience with Service Now to develop and enhance ITSM workflows.
• Strong knowledge of Google Workspace administration and support.
• Proven experience managing a nationwide service desk operation.
• Expertise in IT inventory and asset management.
• Strong leadership, communication, and stakeholder management skills.
• Ability to work in a fast-paced, customer-focused environment with high service expectations.
• Experience in a government environment

Desired Skills:

• Familiarity with automation tools for ITSM.
• Additional certifications in Agile, Six Sigma, or cloud technologies.

About IBSS Corp.

Since 1992, IBSS, a woman-owned small business, has provided transformational consulting services to the Federal defense, civilian, and commercial sectors. Our services include cybersecurity and enterprise information technology, environmental science and engineering (including oceans, coasts, climate, and weather), and professional management services.

Our approach is to serve our employees by investing in their growth and development. As a result, our employees bring greater capabilities and provide exceptional service to our clients. In addition to creating career development opportunities for our employees, IBSS is passionate about giving back to the community and serving the environment. We strive to leave something better behind for the next generation.

We measure our success by the positive impact we have on our employees, clients, partners, and the communities we serve. Our tagline, Powered by Excellence, is a recognition of the employees that make up IBSS and ensures we deliver results with quality, applying industry best practices and certifications.

IBSS offers a competitive benefits package that includes medical, dental, vision, and prescription drug coverage with a company-paid deductible, paid time off, federal holidays, a matching 401K plan,…