IT Service Desk Manager​/Hybrid - PMP & ITIL Certified​/Secret or TS Cleared

IT Service Desk Manager / Hybrid – PMP & ITIL Certified / Secret or TS Cleared

Job Title: IT Service Desk Manager
Location: Silver Spring, MD – Hybrid (3 days on-site)
Clearance Required: Secret or Top-Secret
Salary: $150K–$175K (based on experience)
Final date to receive applications: January 31, 2025

To apply:

IBSS is seeking a qualified IT Service Desk Manager to lead a 24/7 federal IT service desk. The role oversees Tier 1‑3 support, Service Now administration, Google Workspace support, inventory/asset management, audio/visual & teleconference support, and cybersecurity support. The manager will work onsite in the Silver Spring, MD office three days per week.

• Oversee the day‑to‑day operations of the Service Desk, ensuring timely and effective support for nationwide users.
• Implement and manage ITIL v4-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&M) 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.

• Bachelor's Degree in a related field.
• Minimum 8–10 years of experience in IT Service Delivery or IT Operations Management.
• Certifications required: ITIL v4 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.

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

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. IBSS values employee growth and community service, and offers a competitive benefits package that includes medical, dental, vision, prescription drug coverage, a company‑paid deductible, paid time off, federal holidays, a 401K match, tuition reimbursement, and flex spending/dependent care options.

IBSS is an affirmative action and equal opportunity employer. All qualified applicants will be considered for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Please direct any inquiries to