Enterprise NOC-Service Desk Manager

Koniag Services, Inc.; Washington, Northern (District of Columbia, KY); Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k)

Paid time off

Parental leave

Life and disability insurance

Flexible spending accounts

Commuter benefits

Tuition reimbursement

Job summary

Koniag IT Systems, LLC in Washington, DC is seeking an Enterprise NOC/Service Desk Manager to lead a combined NOC and multi‑tier Service Desk for a government environment. The role requires directing incident handling, ensuring SLA compliance, and driving ITSM governance across IT operations.

The ideal candidate has 8+ years in IT operations with 4+ years in senior leadership, and can obtain a Public Trust.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Information Systems Management, or related field.
• 8+ years of progressive IT operations/NOC/IT service desk experience.
• 4+ years in a management/senior leadership role overseeing NOC/Service Desk functions.

Responsibilities

• Provide strategic and operational leadership for the combined NOC and Service Desk functions across Tier 1–3 support, incidents, and IT operations.
• Lead, mentor, and develop a high‑performing NOC and service desk team.
• Establish performance standards, KPIs, and SLA targets for NOC and Service Desk.
• Oversee end‑to‑end incident management lifecycle and major incident coordination.
• Govern ITSM processes (incident, problem, change, knowledge, asset) aligning with ITIL best practices.
• Develop runbooks and SOPs for consistent service delivery.
• Manage staffing, scheduling, and 24/7 coverage; ensure appropriate capacity.
• Oversee ITSM platforms (ServiceNow) and monitoring tools; ensure effective workflows.
• Produce regular performance reports and executive briefings for leadership and stakeholders.
• Manage vendor relationships and CSI initiatives to improve operations.

Skills

Leadership and people management

English communication

ITIL v4

ServiceNow

NOC operations

Incident management

SLA enforcement

Vendor management

Education

Bachelor's degree in Information Technology/Computer Science/Information Systems Management

Master's degree in Information Technology or related field

Tools

ServiceNow

Job description

Koniag IT Systems, LLC a Koniag Government Services company, is seeking an Enterprise NOC/Service Desk Manager to support KITS and our government customer Washington, DC. This position requires the candidate to be able to obtain a Public Trust.

Benefits include medical, dental, and vision insurance, 401(k) retirement plan, paid time off, paid parental leave, life and disability insurance, flexible spending accounts, commuter benefits and tuition reimbursement.

Koniag IT Systems, LLC a Koniag Government Services company, is seeking an experienced and dynamic Enterprise NOC / Service Desk Manager to lead and oversee the combined operations of a Network Operations Center (NOC) and multi-tier Service Desk environment. The ideal candidate is a seasoned IT operations leader with a proven track record of managing high‑performing technical teams, driving operational excellence, and delivering reliable, mission‑critical IT services in complex enterprise or government environments. This individual will serve as the senior operational leader responsible for the day‑to‑day performance, continuous improvement, and strategic direction of integrated NOC and Service Desk functions, ensuring that services are delivered efficiently, incidents are resolved swiftly, and end users and stakeholders receive consistently exceptional support.

The Enterprise NOC / Service Desk Manager will be responsible for the strategic leadership, day‑to‑day management, and continuous improvement of an integrated NOC and multi‑tier Service Desk operation supporting a large‑scale enterprise IT environment. This individual will oversee all aspects of NOC and Service Desk performance, including team leadership, incident and event management, SLA compliance, ITSM process governance, staffing and scheduling, vendor coordination, and stakeholder engagement. The Enterprise NOC / Service Desk Manager will serve as the senior point of accountability for IT operations service delivery, working closely with IT leadership, program managers, and government stakeholders to ensure that operational outcomes align with mission objectives and contractual requirements.

Principal responsibilities will include but are not limited to:

• Provide strategic and operational leadership for the combined NOC and Service Desk functions, overseeing all Tier 1 through Tier 3 support operations, event and incident management activities, and IT operations center functions across the enterprise.
• Lead, mentor, and develop a team of NOC analysts, service desk technicians, team leads, and specialist staff, fostering a high‑performance culture built on accountability, continuous learning, and exceptional service delivery.
• Establish, monitor, and enforce operational performance standards, SLA targets, and key performance indicators (KPIs) for both NOC and Service Desk functions, taking proactive action to address performance gaps and drive continuous improvement.
• Oversee the end‑to‑end incident management lifecycle, ensuring that all events and incidents are detected, triaged, escalated, resolved, and closed in accordance with defined processes, SLAs, and stakeholder expectations.
• Serve as the senior escalation point for high‑priority, major, and P1/P2 incidents, coordinating cross‑functional technical response efforts, managing stakeholder communications, and driving rapid resolution and service restoration.
• Oversee and govern ITSM processes within the NOC and Service Desk environment, including incident, problem, change, request, knowledge, and asset management, ensuring alignment with ITIL best practices and organizational standards.
• Collaborate with problem and change management teams to ensure that recurring incidents are investigated for root cause, known errors are documented and mitigated, and changes to the environment are assessed and implemented with minimal operational disruption.
• Develop, implement, and continuously improve NOC and Service Desk operational procedures, runbooks, escalation paths, and standard operating procedures to ensure consistent, efficient, and compliant service delivery.
• Manage staffing, scheduling, and workforce planning for a 24/7 or extended‑hours operational environment, ensuring appropriate coverage levels across all shifts and minimizing gaps in operational support capacity.
• Oversee the configuration, utilization, and continuous improvement of ITSM platforms (e.g., ServiceNow) and NOC monitoring and observability tools, ensuring that systems are effectively supporting operational workflows and reporting requirements.
• Develop and deliver regular operational performance reports, dashboards, and executive briefings for IT leadership, program management, and government stakeholders, communicating service delivery outcomes, incident trends, SLA performance, and improvement initiatives.
• Manage vendor and contractor relationships relevant to NOC and Service Desk operations, including monitoring tool vendors, managed service providers, and staffing partners, ensuring that contractual obligations and service commitments are met.
• Lead and support continuous service improvement (CSI) initiatives, leveraging operational data, incident trends, and stakeholder feedback to identify and implement meaningful enhancements to NOC and Service Desk capabilities and processes.
• Collaborate with IT infrastructure, cybersecurity, application, and project teams to ensure that NOC and Service Desk operations are aligned with broader IT strategy, enterprise architecture standards, and organizational change activities.
• Support contract delivery requirements, including participation in program reviews, status reporting, deliverable preparation, and coordination with the Contracting Officer's Representative (COR) as required.
• Ensure compliance with all applicable organizational policies, federal regulations, and security requirements governing IT operations, data handling, and personnel conduct within the NOC and Service Desk environment.

Education and Experience:
Required:

• Bachelor's degree in Information Technology, Computer Science, Information Systems Management, or a related field from an accredited college or university, or equivalent work experience.
• 8+ years of progressive experience in IT operations, NOC operations, or IT service desk environments, with demonstrated growth in technical and leadership responsibilities.
• 4+ years of experience in a management or senior leadership role overseeing NOC, Service Desk, or combined IT operations center functions, including direct responsibility for team performance, SLA compliance, and operational outcomes.
• Demonstrated experience managing ITSM processes — including incident, problem, change, and knowledge management — within an enterprise ITSM platform such as ServiceNow.
• Experience managing 24/7 or extended‑hours operational environments, including shift scheduling, on‑call management, and after‑hours escalation coordination.

Desired:

• Master's degree in Information Technology, Information Systems Management, Business Administration, or a related field.
• ITIL v4 Managing Professional or equivalent advanced ITIL certification.
• Experience managing IT operations in a federal government environment.
• Project Management Professional (PMP) certification or equivalent program/project management credential.

Required Skills and Competencies:

• Exceptional leadership and people management skills, with a demonstrated ability to build, develop, and retain high‑performing NOC and Service Desk teams in a dynamic, mission‑critical operational environment.
• Exceptional communication skills in English – both written and oral – with the ability to effectively engage technical staff, executive leadership, program managers, and government stakeholders at all levels.
• Deep knowledge