Enterprise Service Desk Manager

Network Designs; Washington (District of Columbia); On-site; USD 130,000 - 170,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Pet insurance

Legal insurance

401(k) matching

Paid leave

Paid holidays

Wellness programs

Professional development

Job summary

Network Designs, Inc. (NDi) seeks an experienced Service Desk Manager to lead enterprise IT support operations in a fast-paced, mission-critical environment.

This role oversees a multi-tier Service Desk, driving incident resolution, knowledge management, and performance reporting. As the operational leader, you will guide IT service excellence through ITIL practices, process optimization, and strong stakeholder engagement, while collaborating with infrastructure, network, cybersecurity, and

Qualifications

• Bachelor's degree in IT, CS, Eng, Business, or related field.
• 8+ years of progressive IT support or service management.
• 3+ years managing Service Desk or IT support teams.
• Experience leading enterprise service delivery operations.
• ITIL Certification and knowledge of ITSM processes.

Responsibilities

• Lead Tier 1–3 support operations and set service delivery direction.
• Ensure incidents/requests are logged, tracked, resolved, and closed per SLAs.
• Oversee ITIL-aligned incident, problem, change and knowledge management.
• Develop governance routines and performance targets for the Service Desk.
• Provide KPI-driven reporting and executive dashboards.
• Collaborate with infrastructure, cybersecurity, and engineering teams.

Skills

Incident & Change Mgmt

Analytical skills

Communication skills

Agile delivery

Education

Bachelor's degree in IT, CS, Eng, Business or related field

ITIL Certification

Tools

ITSM platforms

Job description

Network Designs, Inc. (NDi) seeks an experienced Service Desk Manager to lead enterprise IT support operations in a fast-paced, mission-critical environment.

This role oversees a multi-tier Service Desk, driving incident resolution, knowledge management, and performance reporting. As the operational leader, you will guide IT service excellence through ITIL practices, process optimization, and strong stakeholder engagement, while collaborating with infrastructure, network, cybersecurity, and