IT Service Desk Manager / ServiceNow / Google Workspace / PMP & ITIL Certified /Secret or TS Cleared

IBSS; Silver Spring (MD); On-site; USD 150,000 - 175,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

401K matching

Paid time off and federal holidays

Tuition/professional development reimbursement

Job summary

IBSS is seeking a qualified IT Service Desk Manager to manage a Federal IT service desk operations in Silver Spring, MD. The role includes overseeing Tier 1-3 support, program support, managing workflows in ServiceNow and ensuring high-quality IT support services for nationwide users. Candidates should possess a Bachelor's Degree, ITIL and PMP certifications, with 8-10 years of relevant experience.

Qualifications

• Minimum 8-10 years of experience in IT Service Delivery or IT Operations Management.
• Certifications required: ITILv4 Foundation (or higher), PMP.
• Hands-on experience with ServiceNow to develop and enhance ITSM workflows.

Responsibilities

• Oversee day-to-day operations of the Service Desk, ensuring timely support.
• Implement and manage ITILv4-based service delivery frameworks.
• Track and maintain performance metrics, SLAs, and KPIs.

Skills

Leadership

Communication

Stakeholder Management

IT Service Delivery

Education

Bachelor's Degree in a related field

Tools

ServiceNow

Google Workspace

Job description

IT Service Desk Manager / ServiceNow / Google Workspace / PMP & ITIL Certified /Secret or TS Cleared

Join to apply for the IT Service Desk Manager / ServiceNow / Google Workspace / PMP & ITIL Certified /Secret or TS Cleared role at IBSS

IT Service Desk Manager / ServiceNow / Google Workspace / PMP & ITIL Certified /Secret or TS Cleared

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Job Title: IT Service Desk Manager

Location: Silver Spring, MD - Hybrid (3-days on-site)

Clearance Required: Secret or Top-Secret

Salary: $150K-$175K

Application Deadline: August 31, 2025

To apply, please follow these steps:

• Visit https://ibsscorp.com/careers/ .
• Select the position you are interested in.
• Review the job details, then click Apply Now.
• Complete and submit your application.
  
  

Job Description

IBSS is seeking a qualified IT Service Desk Manager to support a Federal IT 24/7 IT service desk. This position will oversee Tier 1-3 support, to include program support, ServiceNow administration, Google Workspace support, inventory/asset management, audio visual/teleconference support, and cybersecurity support. The manager is expected to work onsite in the agency's Silver Spring, MD office 3 days per week.

Key Responsibilities:

• Oversee the day-to-day operations of the Service Desk, ensuring timely and effective support for nationwide users.
• Implement and manage ITILv4-based service delivery frameworks, ensuring continuous improvement and efficiency.
• Oversee the maintenance and enhancement of ServiceNow workflows for incident, problem, change, and asset management.
• Track and maintain performance metrics, SLAs, and KPIs to measure and improve service delivery.
• Act as the primary point of contact for the customer, ensuring service expectations are met or exceeded.
• Mitigate Plans of Action and Milestones (POA&Ms) as required while providing status management to leadership.
• Build and maintain strong relationships with internal and external stakeholders, including IT teams, vendors, and executive leadership.
• Provide regular reporting and service reviews to customers and senior management.
• Ensure seamless support for Google Workspace, troubleshooting and resolving user issues.
• Manage IT inventory and asset lifecycle, including procurement, tracking, and disposal.
• Lead problem management efforts to minimize service disruptions.
• Identify and implement automation and process improvements to enhance service efficiency.
• Lead IT service improvement initiatives and transition projects using PMBOK processes.
• Manage change control processes to ensure configurations are properly documented and auditable while minimizing potential business impact.
• Collaborate with teams to develop and implement new tools, systems, and service enhancements.
  
  

Required Skills/Qualifications:

• Bachelor's Degree in a related field
• Minimum 8-10 years of experience in IT Service Delivery or IT Operations Management.
• Certifications required: ITILv4 Foundation (or higher), PMP.
• Hands-on experience with ServiceNow to develop and enhance ITSM workflows.
• Strong knowledge of Google Workspace administration and support.
• Proven experience managing a nationwide service desk operation.
• Expertise in IT inventory and asset management.
• Strong leadership, communication, and stakeholder management skills.
• Ability to work in a fast-paced, customer-focused environment with high service expectations.
• Experience in a government environment
  
  

Desired Skills:

• Familiarity with automation tools for ITSM.
• Additional certifications in Agile, Six Sigma, or cloud technologies.
  
  

About IBSS Corp.

Since 1992, IBSS, a woman-owned small business, has provided transformational consulting services to the Federal defense, civilian, and commercial sectors. Our services include cybersecurity and enterprise information technology, environmental science and engineering (including oceans, coasts, climate, and weather), and professional management services.

Our approach is to serve our employees by investing in their growth and development. As a result, our employees bring greater capabilities and provide exceptional service to our clients. In addition to creating career development opportunities for our employees, IBSS is passionate about giving back to the community and serving the environment. We strive to leave something better behind for the next generation.

We measure our success by the positive impact we have on our employees, clients, partners, and the communities we serve. Our tagline, Powered by Excellence, is a recognition of the employees that make up IBSS and ensures we deliver results with quality, applying industry best practices and certifications.

IBSS offers a competitive benefits package that includes medical, dental, vision, and prescription drug coverage with a company-paid deductible, paid time off, federal holidays, a matching 401K plan, tuition/professional development reimbursement, and Flex-Spending (FSA)/Dependent Care Account (DCA) options.

IBSS is an affirmative action and equal opportunity employer. All qualified applicants will be considered for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Click https://www.eeoc.gov/poster to see that the EEO is the law. Please direct any inquiries to the HR Department email at [e-mail].

If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to the Talent Acquisition department at [e-mail]

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  IT Services and IT Consulting

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