Provides strategic and operational leadership for end-user support services
Leads a team of approximately six technicians and manages daily desktop support activities
Matures service desk operations by implementing best practices, standardizing processes, and continuously improving efficiency, service quality, and user satisfaction
Anticipates the customer and organizational needs, identifies opportunities for automation and optimization
Fosters a high-performing team environment through active mentorship, coaching, and professional development of staff
Coordinates closely with IT Operations teams to ensure seamless escalation and incident resolution
Enhances service delivery outcomes while positioning the team to scale and adapt to changing mission and business demands

Bachelor's Degree in related field
7+ years of progressive hands on experience providing technical support to IT systems
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 ServiceNow
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

Service Desk Manager

Key skills