Service Desk Operations Manager

Description

Transparency matters to us:
We recruit for this position on an ongoing basis as business needs arise. While there may not be an immediate opening, we welcome applications from experienced Service Desk Managers interested in joining our team. Our hiring team will review your qualifications and contact you when a suitable opportunity becomes available.

Transparency matters to us:
We recruit for this position on an ongoing basis as business needs arise. While there may not be an immediate opening, we welcome applications from experienced Service Desk Managers interested in joining our team. Our hiring team will review your qualifications and contact you when a suitable opportunity becomes available.

The Service Desk Manager will lead day-to-day delivery for an IT Service Desk supporting scientific and health-related federal agency customers. This onsite role is responsible for supervising service desk and deskside support personnel, maintaining service quality, ensuring contractual requirements are met, and serving as the primary operational liaison with government stakeholders.

• Serve as the primary onsite liaison for the government customer, including the COR or designated representatives.
• Supervise and manage service desk, call center, and deskside support staff to ensure responsive, high-quality service delivery.
• Allocate resources and technician workloads based on priorities, ticket volume, staffing levels, and operational needs.
• Monitor team performance, coach staff, address issues promptly, and support retention and mission success.
• Track service levels, operational trends, risks, and recurring issues; recommend and implement corrective actions.
• Ensure contract requirements, reporting, and deliverables are completed accurately and on schedule.
• Maintain and improve operational documentation, including SOPs, knowledge articles, checklists, and process materials.
• Build strong working relationships with federal stakeholders, contractor leadership, and technical teams.
• Promote a culture of accountability, continuous improvement, customer service, and operational excellence.

• Additional responsibilities include supporting growth and proposal efforts, as well as expanding business within your assigned portfolio."

• Minimum of 5 years of IT service desk, help desk, or technical support experience.
• At least 2 years of management, supervisory, or team lead experience in a technical support environment.
• Experience overseeing service desk operations, ticket management, workload prioritization, and customer support performance.
• Strong communication, organization, negotiation, and process improvement skills.
• Ability to analyze service trends, identify risks, set priorities, and drive corrective action in a fast-paced environment.
• Ability to pass a Public Trust or similar federal background investigation.

• Experience supporting federal government customers or working in a federal contractor environment.
• Experience managing service level agreements (SLAs) and service desk performance metrics.
• Knowledge of ITIL processes, service management practices, and ITSM tools.
• Ability to use learning management, content management, and knowledge management systems.

This is a full-time onsite position in the Metro DC area. The role supports mission-focused federal customers in scientific and health-related environments and requires regular in-person coordination with service desk teams and client stakeholders.

• Medical, Dental and Vision Coverage
• 401(k) Matching
• PTO