Service Desk Manager

ICF; Annapolis (MD); Hybrid; USD 91,046 - 151,744; Full time

Job summary

ICF is seeking an experienced Service Desk Manager to lead a modern, AI-enabled IT service desk for a federal technology program. You will own the full operational lifecycle of a single-tier desk, with accountability for customer satisfaction, KPIs, knowledge management, and continuous improvement.

The ideal candidate will have run federal IT service desk operations, managed technicians, and engaged with program leadership and client stakeholders.

Qualifications

• Bachelor's degree or equivalent required.
• 7+ years of IT service desk management experience, including federal or government-adjacent work.
• 2+ years designing or operating Tier Zero/self-service AI capabilities.
• 2+ years supporting federal programs in health-related agencies or similar contexts.
• ITIL Foundation certification or equivalent.
• 3+ years hands-on experience with ITSM platforms such as ServiceNow or Jira Service Management.
• U.S. Citizenship required for federal contract work.
• Ability to obtain Public Trust clearance.
• Candidate must reside in the United States and work in the US.

Responsibilities

• Lead day-to-day operations of a single-tier service desk and manage incidents from intake to closure.
• Own service desk performance metrics: CSAT, CES, deflection rate, resolution time, and first-contact resolution.
• Develop Tier Zero self-service capabilities including virtual agents and knowledge portals.
• Maintain a comprehensive knowledge base with accurate, plain-language content.
• Ensure proper ticket categorization, prioritization, documentation, and root-cause analysis.
• Coordinate staffing to maintain appropriate customer-to-technician ratios and on-site support when needed.
• Oversee IT and AV support for client meetings and events, including setup and testing.
• Prepare service desk performance reporting for governance forums and program reviews.
• Apply ITIL practices and promote AI-driven automation for proactive issue detection.
• Support after-hours on-call coverage for high-priority incidents as directed.

Skills

IT service desk management

Federal government experience

Leadership

KPIs ownership

Stakeholder engagement

Education

Bachelor's degree or equivalent

ITIL Foundation certification

Tools

ServiceNow

Jira Service Management

Job description

ICF is seeking an experienced Service Desk Manager to lead delivery of a modern, AI-enabled IT service desk supporting a federal technology program. Reporting to the Program Manager, this role owns the full operational lifecycle of a single-tier service desk, with direct accountability for customer satisfaction, Tier Zero deflection performance, knowledge management, and continuous improvement. This role is contingent upon a contract award.

The ideal candidate has run federal IT service desk operations and understands what it takes to deliver AI-enabled service at scale. This is an operational leadership role. The right candidate is comfortable managing technicians, owning KPIs, and engaging directly with program leadership and client stakeholders.

Job Location

This is a hybrid position based in the Washington, DC Metro area. Onsite client support is required during regional business hours (0700 to 1800 local time). This position requires that the job be performed in the United States. If you accept this position, you should note that ICF does monitor employee work locations and blocks access from foreign locations/foreign IP addresses and also prohibits personal VPN connections.

What You'll Be Doing

• Lead day-to-day operations of a single-tier service desk where technicians own incidents and service requests from intake through closure, minimizing handoffs and keeping accountability at the technician level.
• Own service desk performance metrics including CSAT, Customer Effort Score (CES), Tier Zero deflection rate, ticket resolution time, and first-contact resolution. Drive continuous improvement against contractual targets.
• Oversee the design, build-out, and ongoing improvement of Tier Zero self-service capabilities, including virtual agents, knowledge portals, and automated troubleshooting tools. Coordinate with AI and automation teams to support implementation.
• Maintain a wiki-style, role-based knowledge base with accurate, plain-language content for both end users and technicians. Conduct regular content reviews and enforce quality standards to keep the knowledge base current.
• Ensure all tickets are properly categorized, prioritized, documented, and analyzed for root cause. Maintain data integrity for reporting and trend analysis.
• Coordinate staffing and resource allocation to maintain appropriate customer-to-technician ratios, including surge coverage and specialized onsite support for executive and leadership needs.
• Coordinate end-to-end IT and AV support for client meetings and events, including setup, testing, troubleshooting, and event staff coordination.
• Prepare and present service desk performance reporting for governance forums, program management reviews, and client stakeholders.
• Apply ITIL-based service management practices across the service desk. Promote an automation-first approach using AI for predictive maintenance, intelligent routing, and proactive issue detection.
• Support after-hours on-call coverage for mission-critical and high-priority incidents as directed by client leadership.

Minimum Requirements

• Bachelor's degree or equivalent
• 7+ years of experience managing IT service desk or end-user support operations, including at least 3 years in a federal or government-adjacent environment
• 2+ years of experience designing or operating Tier Zero and AI-enabled self-service capabilities, including virtual agents or chatbot-based resolution tools
• 2+ years supporting federal programs in HHS, NIH, FDA, or other health-focused agencies
• ITIL Foundation certification or equivalent
• 3+ years of hands-on experience with ITSM platforms such as ServiceNow or Jira Service Management
• U.S. Citizenship required due to federal contract requirements
• Ability to obtain and maintain a Public Trust background investigation
• Candidate must reside in the US, be authorized to work in the US, and work must be performed in the US

Preferred Qualifications

• HDI Support Center Manager certification or equivalent
• Experience using data and analytics to manage service desk performance, including dashboard-driven reporting and ticket trend analysis
• Familiarity with Section 508 and WCAG accessibility compliance requirements for digital content and tools
• Familiarity with modern endpoint environments such as Intune or Jamf as context for service desk triage and escalation

Working at ICF

ICF is a global advisory and technology services provider, but we’re not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future. We can only solve the world’s toughest challenges by building a workplace that allows everyone to thrive. We are an equal opportunity employer. Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. For more information, please read ourEEO policy. We will consider for employment qualified applicants with arrest and conviction records.

Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation, please [e-mail] we will be happy to assist. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

Read more aboutworkplacediscriminationrights or our benefit offerings which are included in the Transparency in (Benefits) Coverage Act.

Candidate AI Usage Policy

At ICF, we are committed to ensuring a fair interview process for all candidates based on their own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) tools to generate or assist with responses during interviews (whether in-person or virtual) is not permitted. This policy is in place to maintain the integrity and authenticity of the interview process. However, we understand that some candidates may require accommodation that involves the use of AI. If such an accommodation is needed, candidates are instructed to contact us in advance [e-mail]. We are dedicated to providing the necessary support to ensure that all candidates have an equal opportunity to succeed.

Pay Range

$89,261.00 - $151,744.00

DC Remote Office (DC99)