Service Desk Manager
About The Position
Constellation West is an award-winning company that delivers Information Technology (IT) engineering services and solutions and non-IT subject matter expertise worldwide. Established in 1997, Constellation West is an industry leader, partnering with key organizations. As a prime contractor or preferred subcontractor, we have a continual list of opportunities to fill nationwide with multiple agencies such as the Department of Veteran Affairs, the Department of Defense, civilian agencies, and the national intelligence community. Many positions supporting the U.S. federal government require our employees to be granted security clearances. CWest strives to provide fully integrated solutions that cover all aspects of system and network engineering, administration, and management. We believe in attracting the right people ready to take on exciting challenges and be part of a dynamic team. Are you one of them? Do you have the expertise and knowledge to solve complex problems? If yes, join us and be a part of an exhilarating work environment that rewards your hard work and dedication. Don't miss out on this fantastic opportunity to make a difference!
Requirements
- U.S. Citizenship required; Favorable Tier 1 Investigation (or immediate NBIS T1 suitability eligibility)
- Hybrid work with availability for on-site support as required
- Minimum five (5) years of successful relevant support services leadership experience or equivalent
- Current ITIL certification
Nice To Haves
- Help Desk Institute (HDI) Support Center Manager or related HDI certification
Responsibilities
- Manages daily operations of the OCIO Service Desk supporting USPTO users.
- Provides technical and administrative direction to service desk staff.
- Ensures adherence to SLAs, SOPs, and quality standards.
- Coordinates staffing, reporting, and continuous service improvement.
Benefits
- Competitive 401(k) plan with employer matching
- Competitive Health Benefits with employer contributions
- 11 Paid Holidays per year
- 15 Days starting PTO for new hires
- Tuition/CE reimbursement
- Relocation Assistance
- Pre-Tax Commuter Benefit Accounts
- STD/LTD/Life Insurance with buyup options
- Veteran Hiring Preference
- Conversion to an Employee-owned firm (ESOP) in 2026—a lucrative benefit to employee-owners!
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
