Service Desk Manager

NetImpact Strategies • Washington, DC

20d • Onsite

About The Position

NetImpact Strategies has an opportunity for a Service Desk Manager supporting a federal customer’s enterprise IT Service Desk and End User Support Services program. This leadership role is responsible for the day-to-day management, performance oversight, and operational excellence of a 24x7x365 IT service desk environment, including contact center operations and in-person support functions. The Service Desk Manager ensures high-quality incident and request management, drives SLA performance, oversees staff development, and promotes continuous service improvement while maintaining compliance with federal IT security and operational standards; this position is onsite in Washington, DC.

Requirements

• Associate degree in Information Technology, Computer Science, Business, or related field (or equivalent experience).
• Minimum of 5 years of experience managing an IT service desk or contact center environment.
• Demonstrated leadership experience supervising technical support teams.
• Strong knowledge of Windows operating systems, desktop hardware, and enterprise productivity applications.
• Experience using an enterprise ITSM platform such as ServiceNow to manage tickets, workflows, and reporting.
• CompTIA A+ certification.
• ITIL v4 Foundation certification.
• Experience developing training programs and performance improvement plans.
• Strong analytical, organizational, and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to obtain and maintain a federal contractor fitness determination (background investigation and continuous vetting).

Nice To Haves

• Experience managing service desk operations in a federal government or large enterprise environment.
• Experience overseeing 24x7x365 support operations.
• Familiarity with SLA-driven performance environments and quality assurance programs.
• Experience supporting VIP or executive-level users.
• Knowledge of continuous improvement methodologies and process optimization.

Responsibilities

• Lead daily operations of the enterprise IT Service Desk, including Tier I and Tier II contact center and in-person support teams.
• Supervise service desk personnel, including scheduling, workload balancing, performance management, and professional development.
• Ensure incidents and service requests are properly triaged, documented, categorized, prioritized, and resolved in accordance with federal ITSM processes.
• Monitor and report on SLA performance metrics, including response times, resolution rates, and customer satisfaction scores.
• Manage service desk queues within the designated ITSM platform (e.g., ServiceNow) to ensure workflow efficiency and data integrity.
• Oversee knowledge management processes, ensuring accurate and up-to-date knowledge base content.
• Identify trends, recurring issues, and performance gaps, and implement corrective actions or process improvements.
• Coordinate with Tier III teams, engineering groups, A/V support, embedded teams, and logistics functions to resolve escalated issues.
• Support major incident management activities and ensure timely communication during high-impact events.
• Develop and implement service desk procedures, standard operating procedures (SOPs), and training materials.
• Ensure staff compliance with federal information security requirements, Controlled Unclassified Information (CUI) handling standards, and access control policies.
• Assist in workforce planning, recruitment, onboarding, and retention strategies to maintain adequate staffing levels.
• Participate in quality assurance reviews and continuous improvement initiatives aligned with contractual requirements.

Benefits

• comprehensive medical, dental, & vision insurance that starts the first of the month after you join the team
• 401(k) Plan – Immediately vested employer contributions; no matching required
• generous Paid Time Off (PTO) policy and observe ALL ten (10) federal holidays
• Pet Insurance
• Tuition reimbursement, internal training programs, & company-sponsored industry certifications
• Team building activities, community volunteering, quarterly HQ days, & an offsite annual awards banquet

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree