Senior Service Desk Leader - ITIL & Service Delivery

Network Designs

Washington (District of Columbia)

Presencial

USD 120.000 - 150.000

Jornada completa

14 días+

Una candidatura completa en un minuto

Currículum y carta de presentación personalizados, listos para enviar.

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Ventajas ofrecidas por este puesto de trabajo

Health insurance

Dental insurance

Vision insurance

401(k) retirement matching

Paid leave & holidays

Life and disability insurance

Professional development

Descripción de la vacante

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.

Formación

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.

Responsabilidades

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.