The Service Desk Manager is responsible for leading and managing a technical support team that delivers exceptional IT support to users across the organization. This position requires a combination of strong technical expertise, leadership skills, and customer service orientation to ensure timely resolution of IT issues and maintain high service quality. The role involves overseeing daily operations, mentoring staff, implementing processes, and driving continual service improvement initiatives.

Team Leadership & Development

• Lead, mentor, and develop a team of service desk professionals, fostering teamwork, growth, and accountability
• Establish clear roles, responsibilities, and performance expectations for team members
• Recruit, hire, and onboard new Service Desk personnel with comprehensive training programs
• Coordinate and manage shift schedules to maintain appropriate Service Desk coverage
• Conduct regular team meetings, performance reviews, and training sessions to enhance skills
• Coach and develop Service Desk staff to improve individual accountability, technical depth, and customer service skills.
• Provide regular constructive feedback and develop performance improvement plans when necessary
• Address personnel issues and conflicts within the Service Desk team
• Identify growth opportunities for team members
• Foster a collaborative environment between all support tiers

Service Quality & Operations

• Refine and maintain ITIL-aligned processes and ISO standards for consistent, high-quality service delivery
• Monitor and prioritize incoming service requests, incidents, and problems to ensure timely resolution
• Track and analyze performance metrics/SLAs, identifying areas for improvement and implementing solutions
• Enforce proper categorization, prioritization, and escalation paths for all tickets
• Oversee ticket queue management and workload distribution to balance team resources
• Implement quality assurance reviews of documentation and solutions
• Serve as the primary escalation point for high-severity or complex incidents, coordinating resolution efforts
• Ensure proper handling of VIP or high-priority tickets with established protocols

Knowledge Management & Continuous Improvement

• Oversee the development and maintenance of knowledge management systems
• Implement knowledge-centered service (KCS) principles (Abundance, Create Value, Demand Driven, and Trust) throughout the team
• Oversee and contribute to regular knowledge base audits and cleanup procedures
• Lead problem management initiatives to reduce recurring incidents
• Analyze trends in escalated tickets to identify systemic issues

Technical Support & Tools Management

• Provide expert-level technical troubleshooting and support for computer applications and hardware
• Install, configure, and upgrade hardware and software
• Evaluate and implement tools to enhance service desk efficiency
• Ensure proper utilization of remote support and diagnostic tools
• Manage telephony and communication systems for service desk operations
• Support secure printing, scanning environments, and teleconferencing systems
• Manage inventory for hardware assets and supplies

Strategic Management

• Develop and implement service desk strategies aligned with IT and business goals
• Establish and track key performance indicators (KPIs) for service desk operations
• Benchmark performance against industry standards
• Manage service desk budget and resource allocation
• Participate in service improvement initiatives and transformation projects
• Contribute to capacity planning based on support trends and analysis

Education & Certifications

• Bachelor's degree in Computer Science or related technical field preferred
• Certifications preferred: CompTIA A+, Security+, ITIL 4 Foundation, ITIL 4 Managing Professional, HDI

Experience

• 5+ years of experience in IT Service Desk or End-User Support, including at least 2 years in a Service Desk management role, supporting IT operations
• Experience with service management tools (e.g., ServiceNow)

Technical Skills

• Expert troubleshooting skills with Microsoft Windows (10/11) and Mac OS
• Experience with Microsoft 365 cloud services (OneDrive, SharePoint, Teams, etc.)
• Knowledge of Azure Active Directory/Exchange management and Microsoft SCCM/Intune
• Experience with remote desktop support systems (e.g., BeyondTrust)
• Familiarity with multi-factor authentication and security best practices

Professional Skills

• Excellent communication skills (written and verbal) to convey complex technical concepts
• Strong leadership skills to inspire, motivate, and guide team members
• Exceptional time management capabilities
• Problem-solving mindset and analytical thinking
• Customer service orientation and ability to build positive relationships
• Adaptability and willingness to learn new technologies and methodologies

Work Environment

• Hybrid work arrangement with on-site presence required in Tysons, VA
• Monday-Friday standard business hours with occasional after-hours work for critical issues
• May participate in on-call rotation with peers
• Minimal travel requirements (<5%)

Target salary range: $110,000 - $140,000. Final compensation will be determined by a variety of factors including but not limited to your skills, experience, education, and/or certifications.

The salary range displayed represents the typical salary range for this position and is not a guarantee of compensation. Individual salaries are determined by various factors including, but not limited to location, internal equity, business considerations, client contract requirements, and candidate qualifications, such as education, experience, skills, and security clearances.