Enterprise NOC & Service Desk Leader | IT Operations

Koniag Government Services; Washington (District of Columbia); On-site; USD 160,000 - 210,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Paid time off

Parental leave

Life and disability insurance

Flexible spending accounts

Commuter benefits

Tuition reimbursement

Job summary

Koniag IT Systems, LLC, a Koniag Government Services company, seeks an Enterprise NOC/Service Desk Manager to lead the combined NOC and Service Desk operations for our government client in Washington, DC. The role requires building high-performance teams, enforcing SLAs, and driving continuous service improvements.

You will manage incident lifecycles, ITSM processes, and reporting for executives and stakeholders while maintaining compliance with federal standards and the Public Trust clearance

Qualifications

• Bachelor's degree in IT/CS/IS or related field or equivalent work experience.
• 8+ years in IT operations/NOC/Service Desk.
• 4+ years in management overseeing NOC/Service Desk operations.
• Experience with ITSM processes (incident, problem, change, knowledge).
• Experience managing 24/7/extended-hours environments.

Responsibilities

• Provide strategic leadership for combined NOC and Service Desk operations across Tier 1–3 support, incident management, and IT operations.
• Lead and develop NOC analysts and service desk staff to deliver high performance.
• Set and monitor SLA targets and KPIs for NOC and Service Desk.
• Oversee end-to-end incident lifecycle and major incident coordination.
• Govern ITSM processes and align with ITIL best practices.
• Develop runbooks, escalation paths, and standard operating procedures.
• Manage staffing, scheduling, and shifts for 24/7 operations.
• Oversee ITSM tools and monitoring platforms, ensure reporting and observability.
• Deliver operational performance reports and executive briefings.

Skills

Leadership

English communication

ITIL

ServiceNow

Incident management

NOC/Service Desk operations

Vendor management

Executive reporting

Data-driven decision making

Education

Bachelor's degree in IT/CS/IS or related field

Tools

ServiceNow

Splunk

SolarWinds

Dynatrace

Nagios

Job description

Koniag IT Systems, LLC, a Koniag Government Services company, seeks an Enterprise NOC/Service Desk Manager to lead the combined NOC and Service Desk operations for our government client in Washington, DC. The role requires building high-performance teams, enforcing SLAs, and driving continuous service improvements.

You will manage incident lifecycles, ITSM processes, and reporting for executives and stakeholders while maintaining compliance with federal standards and the Public Trust clearance