DoD - Lead Service Desk Manager (Secret & Top Secret Clearance)

Aalis Management Consulting; Arlington (VA); Hybrid; USD 85,000 - 125,000; Full time

Job summary

A leading company in IT consulting seeks a Lead Service Desk Manager to oversee DoD IT support operations within their Arlington office. The ideal candidate should have extensive experience in IT support, especially in DoD environments, and be proficient in ITIL processes. This role requires leadership skills and the ability to foster a customer-focused support culture while ensuring compliance with DoD directives and managing service desk teams effectively.

Qualifications

• 3+ years IT support for Service Desk Manager I, increasing with level.
• Certifications must meet DoD 8140 IAT requirements.
• Expertise in ITSM tools necessary.

Responsibilities

• Direct daily operations of the DoD desk team and ensure compliance.
• Implement ITIL service management processes and monitor SLAs.
• Recruit, train, and mentor service desk personnel.

Skills

Leadership

Problem Solving

Communication

Team Management

Cybersecurity Principles

Education

Bachelor's in IT or related field

Master's in IT (preferred)

Tools

ServiceNow

BMC Remedy

Job description

Aalis Management Consulting is an 8(a) certified, Service-Disabled Veteran-Owned Small Business (SDVOSB) and Economically Disadvantaged Woman-Owned Small Business (EDWOSB) driven by the same principles that guide our armed forces. Founded by a US Army veteran, we take pride in our core values: excellence in reputation, commitment, candor, teamwork, and dependability.

Title: DoD - Lead Service Desk Manager
Client: Federal Agency
Location: Arlington, VA
Ability to Work: Hybrid – Requires 2 days in the office
Clearance: Secret or Top Secret
Security Clearance Statement: Must be a US Citizen for consideration.
Number of Position(s): 3
Work Schedule: 8 am – 6 pm
Workday: Monday – Friday

Position Overview:

We are seeking experienced Service Desk Leaders to oversee DoD IT support operations. These tiered positions (I, II, III) manage service desk teams while ensuring compliance withDoD Directive 8140IA Technical workforce requirements and ITIL best practices.

Key Responsibilities:

• Direct daily operations of the DoD desk team. Direct service desk operations in compliance withDoD Directive 8140IA Technical workforce requirements
• Implement and enforce ITIL-based service management processes
• Monitor and report on service level agreements (SLAs) and key performance indicators
• Develop and maintain comprehensive documentation and knowledge bases
• Oversee incident, request, and problem management workflows
• Coordinate with Tier 2/3 support teams for complex issue resolution
• Ensure proper escalation procedures are followed for critical incidents
• Manage hardware/software troubleshooting and account management
• Recruit, train, and mentor service desk personnel
• Conduct performance evaluations and implement improvement plans
• Establish shift schedules and ensure adequate coverage
• Foster a customer-focused support culture
• Identify and implement process enhancements
• Analyze trends to prevent recurring issues
• Recommend system and workflow improvements
• Stay current with emerging DoD IT initiatives

Qualifications & Requirements:

Service Desk Manager I

• Bachelor’s in IT or related field (or 4 years of experience)
• Experience:3+ years IT support (1+ years leadership)
• Certifications:Must meetDoD 8140IAT Level I requirements

Service Desk Manager II

• Bachelor’s in IT or related field
• Experience:5+ years IT support (3+ years leadership)
• Certifications:Must meetDoD 8140IAT Level II requirements

Service Desk Manager III

• Bachelor’s in IT (Master's preferred)
• Experience:8+ years IT support (5+ years senior leadership)
• Certifications:Must meetDoD 8140IAT Level III requirements

Additional Requirements:

• Proven experience with DoDIT environments
• Expertise in ITSM tools (ServiceNow, BMC Remedy)
• Strong understanding of cybersecurity principles
• Excellent communication and problem-solving skills

Aalis ManagementConsulting isan Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.