Service Desk Manager

Evolver, LLC; Bethesda (MD); Hybrid; USD 95,000 - 130,000; Full time

Job summary

Evolver Federal is seeking a Service Desk Manager to lead a team supporting a federal client onsite in Bethesda, MD. The role requires guiding staff delivering user support across email, directories, OS, and applications, with emphasis on effective incident resolution.

The position is hybrid, with 3–5 onsite days per week based on program needs. Candidates must have a relevant degree, 5+ years of information systems management, and security clearance eligibility.

Qualifications

• Bachelor's degree in CS/IS/Engineering/Business or related field.
• 5+ years of information systems management experience.
• 2+ years of staff management, recruitment and retention.
• 2+ years in Help Desk/Service Desk management.
• US Citizenship with ability to obtain NACIC Level 5 security clearance.
• Help Desk Institute certification (HDI) as Manager or equivalent.
• One or more: MTA, MCSA, MSCE, Apple CTS, or PMI-ACP.

Responsibilities

• Provide daily supervision to staff delivering user support (email, directories, OS, apps).
• Oversee first point of contact for hardware/software troubleshooting and printer issues.

Skills

Staff management

Service Desk management

Troubleshooting

ServiceNow

Education

Bachelor's Degree (CS/IS/Engineering/Business)

MS in IT (preferred)

Tools

ServiceNow

Job description

Evolver is an information technology, cybersecurity, and digital transformation company supporting national defense, federal civilian agencies, and Fortune 500 organizations. We help customers secure critical systems, modernize enterprise technology, and solve complex operational challenges through integrated technology capabilities spanning cybersecurity, enterprise IT infrastructure, cloud, software development, data analytics, legal technology and eDiscovery, applied AI, and electronic security systems. Our teams combine deep technical expertise with mission understanding to deliver secure, reliable, and scalable solutions that advance performance in high-stakes environments.

Evolver Federal is looking for a Service Desk Manager to join our team supporting our federal client located onsite in Bethesda, MD.

This position requires a hybrid work environment with onsite work 3-5 days per week in Bethesda, MD depending on the requirements of the program

Responsibilities:

Provide daily supervision and direction to staff who are responsible for phone and in-person support to users in the areas of e-mail, directories, computer operating systems, desktop applications for all types of computer systems, and applications developed or deployed.

Oversee and manage the team responsible for the first point of contact for troubleshooting hardware/software, all types of computer systems (PC and Mac), and printer problems.

Basic Qualifications:

• A Bachelor's Degree in Computer Science, Information Systems, Engineering, Business, or other related disciplines
• 5 years of overall experience with increasing responsibilities in information systems management
• 2 years of experience with staff management, recruitment, and retention
• 2 years of Help Desk / Service Desk management experience.
• 2 years of experience with ServiceNow
• US Citizen with the ability to obtain a Level 5 (NACIC) security clearance
• A Help Desk Institute certification as a Help Desk Manager, Desktop Support Manager, or Support Center Manager
• One or more of the following or equivalent:
  • MTA: Microsoft Technology Associate
  • MCSA: Microsoft Certified Solutions Associate
  • MSCE: Microsoft Certified Solutions Expert
  • Apple Certified Support Professional
  • Certified Associate in Project Management

Preferred Qualifications:

• A Master of Science (MS) in Information Technology
• Program Manager has at minimum, a Foundation Certificate in IT Service Management (ITIL) v3 (or current equivalent).
• 7 years of overall experience with increasing responsibilities in information systems management
• 5 years of experience with staff management, recruitment, and retention
• 5 years of Help Desk / Service Desk management experience.

Evolver is an equal opportunity employer and welcomes all job seekers. It is the policy of Evolver not to discriminate based on race, color, ancestry, religion, gender, age, national origin, gender identity or expression, sexual orientation, genetic factors, pregnancy, physical or mental disability, military/veteran status, or any other factor protected by law.

Actual salary will depend on factors such as skills, qualifications, experience, market and work location. Evolver offers competitive benefits, including health, dental and vision insurance, 401(k), flexible spending account, and paid leave (including PTO and parental leave) in accordance with our applicable plans and policies.