Deskside IT Service Manager — On-Site VIP Support

CTI Resource Management; Washington (District of Columbia); On-site; USD 80,000 - 110,000; Full time

Job summary

CTI Resource Management is seeking a Service Desk Manager for an on-site role at the Washington Navy Yard. You will oversee the Deskside Support Services Team, manage on-site IT incidents, deployment, asset management, and end-user support for conference room and localized troubleshooting.

The role requires leadership of IT service delivery with experience in ticketing systems, escalation, and performance metrics. On-site presence is required at the CNIC facilities in DC.

Qualifications

• Education and Experience: Technical Training, or AA/AS, or HS +8 years related experience.
• At least three years of specialized experience using business operations systems.
• Ability to work independently and with general direction.
• Subject matter expertise in the supported application.

Responsibilities

• Provide on-site Deskside Support at designated Government facilities.
• Serve as escalation point; represent the team in Government meetings.
• Manage ticketing and document actions in ITSM.
• Perform Incident Resolution and Break/Fix; execute MAC requests.
• Asset management, lifecycle management, and VIP/Executive support.
• Create and report metrics on issues resolved and ticket performance.

Skills

Reading Comprehension

Critical Thinking

Active Listening

Speaking

Instructing

Troubleshooting

Time Management

Oral Expression

Education

High School

Job description

CTI Resource Management is seeking a Service Desk Manager for an on-site role at the Washington Navy Yard. You will oversee the Deskside Support Services Team, manage on-site IT incidents, deployment, asset management, and end-user support for conference room and localized troubleshooting.

The role requires leadership of IT service delivery with experience in ticketing systems, escalation, and performance metrics. On-site presence is required at the CNIC facilities in DC.