DoD Service Desk Manager | IT Operations Leader

Zachary Piper Solutions; Newington, Northern (VA, KY); Hybrid; USD 130,000 - 150,000; Full time

Benefits offered by this job

Medical/Dental/Vision

PTO & Sick Leave

Flexible schedule

Growth opportunities

Job summary

Zachary Piper Solutions is seeking a Service Desk Manager to join a Federal Program in Newington, VA. The role leads a team of Service Desk technicians, overseeing daily operations and ensuring secure, reliable IT service delivery for a government customer.

The ideal candidate has TS/SCI clearance, 5+ years in IT support or service desk, and holds Security+ and ITIL certs. Strong leadership, communication, and reporting skills are essential to manage incidents, metrics, and customer satisfaction

Qualifications

• Active TS/SCI clearance required.
• 5+ years IT support, Service Desk, or related technical experience.
• Strong communication and customer service skills.
• Excellent documentation, reporting and briefing capabilities.
• Experience leading or supervising technical support teams preferred.
• Experience in government or DoD environments preferred.
• Cisco CCNA certification preferred.

Responsibilities

• Lead, mentor, and manage a team of Service Desk technicians.
• Manage Service Desk personnel schedules and workload distribution.
• Review, prioritize, and oversee incident and service request tickets.
• Coordinate with technical teams and work centers to resolve issues.
• Monitor service desk performance and adherence to SLAs.
• Escalate complex issues and drive resolutions.
• Prepare operational reports, service metrics, and leadership briefings.
• Maintain documentation and reporting of incidents, requests, and activities.
• Ensure high-quality, timely customer support.
• Support a fast-paced, mission-focused environment.

Skills

Active TS/SCI clearance

5+ years IT support

Team leadership

Clear communication

Documentation & reporting

Troubleshooting

Collaboration in teams

Technical degree or training

DoD/government experience preferred

CCNA preferred

Education

CompTIA Security+ certification

ITIL Foundation certification

CCNA certification (preferred)

Technical degree or equivalent training

Job description

Zachary Piper Solutions is seeking a Service Desk Manager to join a Federal Program in Newington, VA. The role leads a team of Service Desk technicians, overseeing daily operations and ensuring secure, reliable IT service delivery for a government customer.

The ideal candidate has TS/SCI clearance, 5+ years in IT support or service desk, and holds Security+ and ITIL certs. Strong leadership, communication, and reporting skills are essential to manage incidents, metrics, and customer satisfaction