Service Desk Manager

About NDi:

Network Designs, Inc. (NDi) is a leading Federal contractor that specializes in designing, developing, and delivering information technology and network solutions for government customers. Founded in 1985, NDi's firmly defined core values have driven all aspects of the business, which have been paramount to our company's success and the establishment of an enjoyable workplace atmosphere. At NDi, we believe that our people are the cornerstone of our success, and we value collaboration, career growth, and winning ideas.

Military Veterans Encouraged to Apply.

Job Description:

We are seeking an experienced Service Desk Manager to lead enterprise IT support operations in a fast-paced, mission-critical environment. This role is responsible for overseeing the daily operation of a multi-tier Service Desk, ensuring the delivery of exceptional customer support, rapid incident resolution, and continuous improvement of IT services.

The Service Desk Manager serves as the operational leader for customer-facing IT support functions, providing strategic direction for service delivery, incident management, request fulfillment, knowledge management, and performance reporting. The successful candidate will drive IT service excellence through ITIL best practices, process optimization, workforce leadership, and strong stakeholder engagement.

This position requires a technical leader capable of managing support operations that serve a diverse workforce while collaborating closely with infrastructure, network, cybersecurity, and workplace services teams to maintain high levels of service availability and customer satisfaction.

• U.S. Citizenship is required
• Must be able to obtain a Public Trust clearance
• This position requires working onsite in Washington D.C., 5 days per week

• Bachelor's degree in Information Technology, Computer Science, Engineering, Business, or related field
• Minimum of 8+ years of progressive IT support or service management experience.
• 3+ years managing Service Desk or IT support teams.
• Demonstrated experience leading enterprise service delivery operations.
• Knowledge of Incident, Problem, Request, and Change Management processes.
• Experience working with IT Service Management (ITSM) platforms.
• Strong analytical, organizational, and communication skills.
• ITIL Certification.
• CompTIA Security+ certification.
• Knowledge of Agile delivery principles.

• Project Management Professional (PMP) certification or equivalent.
• Extensive experience delivering enterprise Service Desk solutions.
• Demonstrated success driving continuous service improvement initiatives.
• Experience supporting large-scale enterprise environments.
• Experience supporting highly regulated or government environments.
• Experience developing operational metrics, dashboards, and executive reporting.
• Knowledge of Power BI or other reporting and analytics platforms.

• Lead and manage Tier 1, Tier 2, and Tier 3 support operations.
• Provide overall direction for Service Desk staff, support processes, and service delivery activities.
• Ensure incidents and service requests are logged, tracked, escalated, resolved, and closed in accordance with established service levels.
• Coordinate cross-functional response efforts to restore service as quickly as possible during major incidents.
• Establish clear operational standards, roles, responsibilities, and performance expectations across the Service Desk organization.
• Ensure consistent execution of support processes and service delivery practices across teams and customer engagement channels.

• Implement and maintain ITIL-aligned service management processes.
• Lead the…