Federal Service Desk Manager - Hybrid (Bethesda)

Evolver Federal; Bethesda (MD); Hybrid; USD 90,000 - 130,000; Full time

Job summary

Evolver Federal in Bethesda, MD is seeking a Service Desk Manager to lead the federal client support team onsite with hybrid flexibility. You will supervise staff delivering help desk, email, directory and OS support across PC and Mac environments, ensuring timely resolution and high customer satisfaction.

The role requires strong leadership, ServiceNow experience, and a US security clearance. A Bachelor's degree and prior management in service desks are expected; ITIL certification and related

Qualifications

• A Bachelor's Degree in Computer Science, Information Systems, Engineering, Business, or related disciplines.
• 5 years of overall experience with increasing responsibilities in information systems management.
• 2 years of staff management, recruitment, and retention.
• 2 years of Help Desk / Service Desk management experience.
• 2 years of experience with ServiceNow.
• US Citizen with the ability to obtain Level 5 (NACIC) security clearance.
• A Help Desk Institute certification as a Help Desk Manager, Desktop Support Manager, or Support Center Manager.
• One or more of the following or equivalent: MTA, MCSA, MSCE, Apple Certified Support Professional, PMI.

Responsibilities

• Provide daily supervision and direction to staff responsible for phone and in-person support to users in the areas of e‑mail, directories, computer operating systems, desktop applications for all types of computer systems, and applications developed or deployed.
• Oversee and manage the team responsible for the first point of contact for troubleshooting hardware/software, all types of computer systems (PC and Mac), and printer problems.
• Collaborate with program leadership to align IT services with mission requirements.

Skills

Staff management

Help Desk management

ServiceNow

Security clearance

Education

Bachelor's Degree in Computer Science / Information Systems / Engineering

Master's in IT (preferred)

Tools

ServiceNow

Job description

Evolver Federal in Bethesda, MD is seeking a Service Desk Manager to lead the federal client support team onsite with hybrid flexibility. You will supervise staff delivering help desk, email, directory and OS support across PC and Mac environments, ensuring timely resolution and high customer satisfaction.

The role requires strong leadership, ServiceNow experience, and a US security clearance. A Bachelor's degree and prior management in service desks are expected; ITIL certification and related