Service Desk Leader - Customer-First IT Operations

Unissant; Washington (District of Columbia); On-site; USD 90,000 - 130,000; Full time

Job summary

Unissant is seeking a Service Desk Manager to lead a team delivering enterprise IT support. The role emphasizes strong customer service, leadership, and IT operations knowledge within a complex environment.

The ideal candidate will manage service desk performance, ensure SLA compliance, and collaborate with IT teams to drive improvements. A Bachelor's in IT is required, with MBA preferred, and ITIL certification desirable.

Qualifications

• Minimum of 5 years of IT service management experience.
• Strong leadership and team management skills.
• Excellent communication and customer service skills.
• Experience with service desk software and enterprise support environments.
• Ability to analyze service performance data and generate actionable insights.
• Experience supporting large-scale IT service environments and complex customer support operations.

Responsibilities

• Lead and manage the service desk team to deliver high-quality support services across the enterprise.
• Monitor and analyze service desk performance and implement improvements to enhance customer experience and operational effectiveness.
• Ensure compliance with SLAs and other service performance metrics.
• Develop and maintain service desk policies, procedures, and documentation, including SLAs, OLAs, SOPs, and COOP materials.
• Handle escalations and support the resolution of complex technical issues.
• Coordinate with other IT teams to ensure seamless service delivery and effective issue resolution.
• Train, mentor, and cross-train service desk staff to strengthen continuity and readiness.
• Prepare regular reports on service desk performance, service quality, and customer satisfaction.
• Proactively update operational guides and knowledge management practices.

Skills

Service desk leadership

IT service management

Customer service

Communication skills

Data analysis

Ticketing tools

Education

Bachelor's degree in IT

MBA/Master's degree

Tools

Ticketing software

Job description

Unissant is seeking a Service Desk Manager to lead a team delivering enterprise IT support. The role emphasizes strong customer service, leadership, and IT operations knowledge within a complex environment.

The ideal candidate will manage service desk performance, ensure SLA compliance, and collaborate with IT teams to drive improvements. A Bachelor's in IT is required, with MBA preferred, and ITIL certification desirable.