Service Desk Manager

Evolver Federal; Bethesda (MD); Hybride; USD 90 000 - 130 000; Plein temps

Résumé du poste

Evolver Federal in Bethesda, MD is seeking a Service Desk Manager to lead the federal client support team onsite with hybrid flexibility. You will supervise staff delivering help desk, email, directory and OS support across PC and Mac environments, ensuring timely resolution and high customer satisfaction.

The role requires strong leadership, ServiceNow experience, and a US security clearance. A Bachelor's degree and prior management in service desks are expected; ITIL certification and related

Qualifications

• A Bachelor's Degree in Computer Science, Information Systems, Engineering, Business, or related disciplines.
• 5 years of overall experience with increasing responsibilities in information systems management.
• 2 years of 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 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, MCSA, MSCE, Apple Certified Support Professional, PMI.

Responsabilités

• Provide daily supervision and direction to staff 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.
• Collaborate with program leadership to align IT services with mission requirements.

Connaissances

Staff management

Help Desk management

ServiceNow

Security clearance

Formation

Bachelor's Degree in Computer Science / Information Systems / Engineering

Master's in IT (preferred)

Outils

ServiceNow

Description du poste

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.