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ICF

Richmond (VA)

Hybrid

USD 89,261 - 151,744

Full time

14 days+

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Job summary

ICF is seeking an experienced Service Desk Manager to lead a modern, AI-enabled IT service desk for a federal technology program. This hybrid role in the Washington, DC Metro area requires onsite support during regional business hours and US-based work, with strict location controls.

You will own KPIs, knowledge management, and continuous improvement while interfacing with program leadership. The ideal candidate has federal IT service desk operations experience and a track record of delivering

Qualifications

Bachelor's degree or equivalent.
7+ years managing IT service desk or end-user support operations, including 3+ years in a federal or government-adjacent environment.
2+ years designing or operating Tier Zero and AI-enabled self-service capabilities, including virtual agents or chatbot-based resolution tools.
2+ years supporting federal programs in health-focused agencies (HHS, NIH, FDA) or similar.
ITIL Foundation certification or equivalent.
3+ years hands-on experience with ITSM platforms such as ServiceNow or Jira Service Management.
U.S. Citizenship required due to federal contract requirements.
Ability to obtain and maintain a Public Trust background investigation.
Candidate must reside in the US, be authorized to work in the US, and work must be performed in the US.

Responsibilities

Lead day-to-day operations of a single-tier service desk from intake to closure, with accountability at the technician level.
Own service desk performance metrics (CSAT, CES, Tier Zero deflection, resolution time, first-contact resolution) and drive improvements.
Oversee Tier Zero self-service design, including virtual agents and knowledge portals; coordinate with AI and automation teams.
Maintain a wiki-style, role-based knowledge base with plain-language content; conduct regular content reviews and quality assurance.
Ensure tickets are properly categorized, prioritized, documented, and analyzed for root cause; maintain data integrity for reporting.
Coordinate staffing and resource allocation to maintain appropriate customer-to-technician ratios; include surge coverage and onsite support.
Coordinate IT and AV support for meetings/events, including setup and testing.
Prepare and present service desk performance reporting for governance forums and client stakeholders.
Apply ITIL-based service management; promote AI-driven automation-first approaches.
Support after-hours on-call coverage as directed by client leadership.