Service Desk Manager

Job Description

HII Mission Technologies has an opportunity for a Service Desk Manager to join our team in Springfield, VA. The Service Desk Manager provides strategic and operational leadership for end‑user support services, driving a forward‑leaning, proactive approach to service delivery. You will lead a team of approximately six technicians and manage daily desktop support activities to ensure incidents, requests, and escalations are handled promptly and professionally.

You will be responsible for maturing service‑desk operations by implementing best practices, standardizing processes, and continuously improving efficiency, service quality, and user satisfaction. The manager anticipates customer and organizational needs, identifies opportunities for automation and optimization, and ensures the service desk evolves from a reactive support function to a value‑driven, performance‑oriented capability.

In addition to operational oversight, the Service Desk Manager fosters a high‑performing team environment through active mentorship, coaching, and professional development of staff. You will establish clear performance expectations, promote accountability, and cultivate a culture of continuous improvement and customer focus. You will coordinate closely with IT operations teams to ensure seamless escalation, incident resolution, and alignment with broader IT service management objectives.

Through data‑driven decision‑making and strong leadership, the Service Desk Manager enhances service delivery outcomes while positioning the team to scale and adapt to changing mission and business demands.

Bachelor's Degree in a related field with 7+ years of progressive hands‑on experience providing technical support to IT systems (call center, service desk, deskside support, etc).

3+ years leading and managing service‑desk personnel and essential functions.

• Developing, managing, and documenting service‑oriented processes such as Incident Management, Problem Management, Request Management, and Knowledge Management
• Implementing service improvement processes in response to performance metrics and/or service level agreements (SLAs)
• Utilizing commercial‑off‑the‑shelf (COTS) service‑desk ticketing systems such as Service Now
• Developing and analyzing service‑desk metrics and capitalizing opportunities for continuous improvement
• Writing professional routine technical correspondence and documentation such as standard operating procedures, charts, reports, presentations, and user notifications

TS/SCI clearance required with ability to obtain Poly.

• Experience with Service Now IT service management modules (Incident, Problem, Request, and Knowledge)
• Leading and managing tasks and personnel across geographically distributed workforce
• Working with/across multidisciplinary teams and operational managers (IT Ops Manager, Cybersecurity Operation Center Manager) to provide notification of issues and courses of action

Desired: ITIL Foundations V3 or V4 with formal training or certification on ITIL modules such as Service Operations, Operational Support and Analysis, Continual Service Improvement, or equivalent.