Senior Service Desk Leader - ITIL & Service Delivery

Network Designs

Washington (District of Columbia)

On-site

USD 120,000 - 150,000

Full time

3 days ago

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Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k) retirement matching

Paid leave & holidays

Life and disability insurance

Professional development

Job summary

Network Designs, Inc. (NDi) in Washington, DC seeks an experienced Service Desk Manager to lead enterprise IT support operations in a fast-paced, mission-critical environment. You will drive IT service excellence using ITIL practices and strong stakeholder engagement.

The role requires 8+ years in IT support/service management, 3+ years leading service desks, and on-site work in Washington DC five days a week.

Qualifications

Bachelor's degree or higher in IT/CS/Engineering/Business or related field is required.
8+ years of progressive IT support or service management experience is required.
3+ years managing Service Desk or IT support teams.
ITIL Certification is required.
Knowledge of Agile delivery principles is preferred.

Responsibilities

Lead Tier 1–3 support operations and set performance standards.
Drive ITIL-aligned service management processes and governance.
Oversee incident, request, problem, knowledge, and service level management.
Develop metrics, dashboards, and executive reporting for service desk.
Coordinate cross-functional teams (infrastructure, cybersecurity, engineering) to improve reliability.