Enterprise NOC-Service Desk Manager Security Clearance

Position: Enterprise NOC-Service Desk Manager with Security Clearance
Koniag IT Systems, LLC a Koniag Government Services company, is seeking an Enterprise NOC/Service Desk Manager to support KITS and our government customer Washington, DC. This position requires the candidate to be able to obtain a Public Trust. We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.

Koniag IT Systems, LLC a Koniag Government Services company, is seeking an experienced and dynamic Enterprise NOC / Service Desk Manager to lead and oversee the combined operations of a Network Operations Center (NOC) and multi-tier Service Desk environment. The ideal candidate is a seasoned IT operations leader with a proven track record of managing high-performing technical teams, driving operational excellence, and delivering reliable, mission-critical IT services in complex enterprise or government environments.

This individual will serve as the senior operational leader responsible for the day-to-day performance, continuous improvement, and strategic direction of integrated NOC and Service Desk functions, ensuring that services are delivered efficiently, incidents are resolved swiftly, and end users and stakeholders receive consistently exceptional support. The Enterprise NOC / Service Desk Manager will be responsible for the strategic leadership, day-to-day management, and continuous improvement of an integrated NOC and multi-tier Service Desk operation supporting a large-scale enterprise IT environment.

This individual will oversee all aspects of NOC and Service Desk performance, including team leadership, incident and event management, SLA compliance, ITSM process governance, staffing and scheduling, vendor coordination, and stakeholder engagement. The Enterprise NOC / Service Desk Manager will serve as the senior point of accountability for IT operations service delivery, working closely with IT leadership, program managers, and government stakeholders to ensure that operational outcomes align with mission objectives and contractual requirements.

Principal responsibilities will include but are not limited to:
* Provide strategic and operational leadership for the combined NOC and Service Desk functions, overseeing all Tier 1 through Tier 3 support operations, event and incident management activities, and IT operations center functions across the enterprise.
* Lead, mentor, and develop a team of NOC analysts, service desk technicians, team leads, and specialist staff, fostering a high-performance culture built on accountability, continuous learning, and exceptional service delivery.
* Establish, monitor, and enforce operational performance standards, SLA targets, and key performance indicators (KPIs) for both NOC and Service Desk functions, taking proactive action to address performance gaps and drive continuous improvement.
* Oversee the end-to-end incident management lifecycle, ensuring that all events and incidents are detected, triaged, escalated, resolved, and closed in accordance with defined processes, SLAs, and stakeholder expectations.
* Serve as the senior escalation point for high-priority, major, and P1/P2 incidents, coordinating cross-functional technical response efforts, managing stakeholder communications, and driving rapid resolution and service restoration.
* Oversee and govern ITSM processes within the NOC and Service Desk environment, including incident, problem, change, request, knowledge, and asset management, ensuring alignment with ITIL best practices and organizational standards.
* Collaborate with problem and change management teams to ensure that recurring incidents are investigated for root cause, known errors are documented and mitigated, and changes to the environment are assessed and implemented with minimal operational disruption.
* Develop, implement, and continuously improve NOC and Service Desk operational procedures, runbooks, escalation paths, and standard operating procedures to ensure consistent, efficient, and compliant service delivery.
* Manage staffing, scheduling, and workforce planning for a 24/7 or extended-hours operational environment, ensuring appropriate coverage levels across all shifts and minimizing gaps in operational support capacity.
* Oversee the configuration, utilization, and continuous improvement of ITSM platforms (e.g., Service Now) and NOC monitoring and observability tools, ensuring that systems are effectively supporting operational workflows and reporting requirements.
* Develop and deliver regular operational performance reports, dashboards, and executive briefings for IT leadership, program management, and government stakeholders, communicating service delivery outcomes, incident trends, SLA performance, and improvement initiatives.
* Manage vendor and contractor relationships relevant to NOC and Service Desk operations, including monitoring tool vendors, managed…