Enterprise Service Desk Manager — ITIL & Govt IT Support

Network Designs, Inc.; Washington (District of Columbia); On-site; USD 140,000 - 160,000; Full time

Benefits offered by this job

Health/dental/vision insurance

401(k) matching

Paid leave & holidays

Professional development

Job summary

Network Designs, Inc. (NDi) is seeking an experienced Service Desk Manager to lead enterprise IT support operations in a mission-critical environment, onsite in Washington, DC.

You will drive ITIL-based service delivery, incident and request management, and performance reporting, while partnering with infrastructure, cybersecurity, and workplace services teams to maintain high availability and exceptional user satisfaction.

Qualifications

• Bachelor's degree in IT/CS/Engineering/Business or related field.
• 8+ years of progressive IT support or service management experience.
• 3+ years managing Service Desk or IT support teams.
• ITIL Certification and CompTIA Security+ preferred; ITSM platforms experience.

Responsibilities

• Lead and manage Tier 1, 2, and 3 support operations.
• Ensure incidents and service requests are logged, tracked, escalated, resolved, and closed per SLAs.
• Drive ITIL-aligned service management processes and continuous improvement.
• Coordinate cross-functional response during major incidents to restore service quickly.
• Develop governance, runbooks, and knowledge articles for service delivery.

Skills

ITIL Certification

ITSM

Security+

Incident/Problem/Request/Change Mgmt

IT Service Management tools

Analytical skills

Communication skills

Agile

Education

Bachelor's degree in IT/CS/Engineering/Business

Tools

ITSM platforms

Job description

Network Designs, Inc. (NDi) is seeking an experienced Service Desk Manager to lead enterprise IT support operations in a mission-critical environment, onsite in Washington, DC.

You will drive ITIL-based service delivery, incident and request management, and performance reporting, while partnering with infrastructure, cybersecurity, and workplace services teams to maintain high availability and exceptional user satisfaction.