Senior Service Desk Manager (On-Site, On-Call)

AV; Herndon (VA); On-site; USD 123,000 - 209,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401(k) with company match

Flexible schedule

9/80 work schedule

Job summary

AV is seeking a Manager, Service Desk to oversee daily IT service operations, including incident prioritization, ticketing workflow optimization, and staff coaching. This role requires 5–7 years in IT support and 2–4 years of supervisory experience, with hands-on service across Windows, macOS, iOS, and Linux.

The position emphasizes ITIL-aligned processes, capacity planning, and KPI tracking. On-site 40-hour weeks with some on-call flexibility; travel minimal.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field; or equivalent combination of education, training, and experience.
• Minimum of 5–7 years of experience in IT Service Desk / Technical Support environments.
• Minimum of 2–4 years of direct supervisory or team lead experience managing IT support personnel.
• 5+ years of hands-on experience supporting enterprise desktop and mobile platforms (Windows, macOS, iOS, Linux).
• Demonstrated experience administering and configuring enterprise ticketing platforms (e.g., ServiceNow, Jira Service Management, Ivanti).
• Working knowledge of enterprise endpoint management and software deployment tools (e.g., VMware Workspace ONE, Microsoft Intune/MECM, Ivanti EPM).
• Proven track record of monitoring, meeting, and reporting on ITIL-aligned SLAs and operational KPIs.
• 40-hour on-site work week with flexibility for on‑call escalations when required.

Responsibilities

• Aligns daily Service Desk operations with IT leadership’s strategy, communicating operational updates, service metrics, and team performance to leadership.
• Enforces Service Level Agreements (SLAs) to maintain expected problem resolution timeframes and customer satisfaction standards.
• Implements and maintains standard operating procedures outlining how incidents and service requests are logged, triaged, escalated, and resolved.
• Analyzes daily and weekly Service Desk activity, identifies recurring bottlenecks or incident trends, and implements operational fixes.
• Conducts regular performance evaluations, 1-on-1 coaching, and goal setting for Service Desk technicians and support staff.
• Monitors team operational expenditures and provides input into annual hardware, software, and staffing budget forecasts.
• Administers and optimizes ticketing system workflows, request catalogs, and asset tracking configurations based on operational needs.
• Evaluates Service Desk software, endpoint utilities, and hardware peripherals in coordination with IT procurement and vendor contacts.
• Coordinates purchasing, provisioning, and deployment tasks for end-user computing hardware and peripherals.
• Supervises a distributed/multi-site technical support team, managing shift schedules, ticket routing, and escalation coverage.
• Ensures prompt, professional, and effective resolution of Tier 1 - Tier 3 tickets across enterprise applications and hardware.
• Develops and maintains end-user knowledge bases, self-service portals, FAQs, and internal technical runbooks.
• Onboards, trains, and mentors junior technicians to enhance technical competency and service delivery quality.
• Provides hands-on, in-person, and remote troubleshooting support for executive and high-priority technical escalations.
• Represents the Service Desk team in Change Advisory Board (CAB) meetings to review upcoming changes and assess operational impact.

Skills

IT leadership

Supervisory experience

SLA management

Coaching staff

Customer service mindset

Education

Bachelor’s degree in IT/CS

Tools

ServiceNow

Jira Service Management

Ivanti

Workspace ONE

Intune/MECM

Job description

AV is seeking a Manager, Service Desk to oversee daily IT service operations, including incident prioritization, ticketing workflow optimization, and staff coaching. This role requires 5–7 years in IT support and 2–4 years of supervisory experience, with hands-on service across Windows, macOS, iOS, and Linux.

The position emphasizes ITIL-aligned processes, capacity planning, and KPI tracking. On-site 40-hour weeks with some on-call flexibility; travel minimal.