Service Desk Manager

Position Overview

The primary objective is to manage day-to-day operations using an Information Technology Service Management (ITSM) framework to support all personnel, including employees, volunteers, and contracting staff.

Key Responsibilities

1. Service Delivery & ITSM Framework Management

Establish, implement, and maintain an enterprise-wide service delivery model based on an ITSM framework or equivalent industry standard.

Ensure consistent, high-quality network monitoring, infrastructure management, and end-user customer service.

Maintain operational readiness to achieve the baseline functional targets required from Day 1 of contract performance.

2. Operations & Multi-Site Coordination

Oversee comprehensive IT managed services supporting a user base of approximately 7,000 network users.

Coordinate technical support operations seamlessly across 7 geographically distributed organizational locations.

Manage a dynamic workflow that handles high-volume ticketing, desktop support, systems monitoring, and peripheral infrastructure maintenance

3. Performance Quality Assurance & Governance

Monitor, analyze, and report on organizational performance against the Quality Assurance Surveillance Plan (QASP) and established Performance Standards.

Collaborate with the Representative to negotiate performance metrics, implement continuous service improvements, and manage performance incentives or disincentives.

Ensure strict compliance with all relevant Federal Acquisition Regulation (FAR) provisions and security requirements.

4. Resource Allocation & Staffing Plan Execution

Develop and manage complex staffing schedules utilizing various personnel categories (full-time, part-time, temporary, and cross-utilization) to satisfy all guidelines.

Ensure all deployed personnel successfully clear the mandatory federal suitability determinations, background checks, and annual screening processes.

Required Qualifications & Suitability

Experience & Operational Standards

Corporate Experience : Demonstrated background successfully implementing large-scale IT managed services projects within federal agencies or organizations of comparable size and complexity.

Scale Competency : Verifiable history managing environments with at least 7,000 active network users and a minimum of 7 distinct regional or distributed facilities.

Project Governance : Documented track record of delivering technical milestones and complex migrations strictly on budget and on schedule.

Federal Suitability & Background Check Required