AI-Driven Service Desk Manager (Federal)

ICF; Annapolis (MD); Hybrid; USD 91,046 - 151,744; Full time

Job summary

ICF is seeking an experienced Service Desk Manager to lead a modern, AI-enabled IT service desk for a federal technology program. You will own the full operational lifecycle of a single-tier desk, with accountability for customer satisfaction, KPIs, knowledge management, and continuous improvement.

The ideal candidate will have run federal IT service desk operations, managed technicians, and engaged with program leadership and client stakeholders.

Qualifications

• Bachelor's degree or equivalent required.
• 7+ years of IT service desk management experience, including federal or government-adjacent work.
• 2+ years designing or operating Tier Zero/self-service AI capabilities.
• 2+ years supporting federal programs in health-related agencies or similar contexts.
• ITIL Foundation certification or equivalent.
• 3+ years hands-on experience with ITSM platforms such as ServiceNow or Jira Service Management.
• U.S. Citizenship required for federal contract work.
• Ability to obtain Public Trust clearance.
• Candidate must reside in the United States and work in the US.

Responsibilities

• Lead day-to-day operations of a single-tier service desk and manage incidents from intake to closure.
• Own service desk performance metrics: CSAT, CES, deflection rate, resolution time, and first-contact resolution.
• Develop Tier Zero self-service capabilities including virtual agents and knowledge portals.
• Maintain a comprehensive knowledge base with accurate, plain-language content.
• Ensure proper ticket categorization, prioritization, documentation, and root-cause analysis.
• Coordinate staffing to maintain appropriate customer-to-technician ratios and on-site support when needed.
• Oversee IT and AV support for client meetings and events, including setup and testing.
• Prepare service desk performance reporting for governance forums and program reviews.
• Apply ITIL practices and promote AI-driven automation for proactive issue detection.
• Support after-hours on-call coverage for high-priority incidents as directed.

Skills

IT service desk management

Federal government experience

Leadership

KPIs ownership

Stakeholder engagement

Education

Bachelor's degree or equivalent

ITIL Foundation certification

Tools

ServiceNow

Jira Service Management

Job description

ICF is seeking an experienced Service Desk Manager to lead a modern, AI-enabled IT service desk for a federal technology program. You will own the full operational lifecycle of a single-tier desk, with accountability for customer satisfaction, KPIs, knowledge management, and continuous improvement.

The ideal candidate will have run federal IT service desk operations, managed technicians, and engaged with program leadership and client stakeholders.