Service Desk Manager

Comtech LLC; Bethesda (MD); On-site; USD 90,000 - 120,000; Full time

Job summary

A leading IT solutions provider in Maryland is seeking an experienced Service Desk Manager to oversee daily operations for federal clients. You'll manage a team of technicians, drive user satisfaction, and ensure compliance with ITIL standards. Ideal candidates will have over 10 years in IT support and relevant leadership experience. Join us for this dynamic role in IT service management.

Qualifications

• 10+ years in IT support, including 5+ years managing an IT service desk.
• ITIL Managing Professional (MP) or higher certification is needed.

Responsibilities

• Oversee daily IT Service Desk operations.
• Manage after-hours on-call support for VIP users.
• Drive user satisfaction through prompt issue resolution.

Skills

ITIL methodologies

Team leadership

Performance management

User support

Education

Bachelor's degree in Information Technology

Tools

ServiceNow

Job description

We're seeking an experienced Service Desk Manager to oversee the daily operations of our federal client! You'll lead a team of technicians, monitor performance metrics, and drive continuous improvement through ITIL-based processes. Ready for your next step in IT support and leadership? Apply today.

KEY RESPONSIBILITIES:

• Oversee daily IT Service Desk operations for more than 600 staff members and manage after-hours on-call support for VIP users.
• Ensure incident and request resolution aligns with SLAs and ITIL best practices.
• Supervise a team of service desk technicians, coordinating schedules and fostering professional growth.
• Drive user satisfaction through prompt issue resolution and high-quality service delivery.
• Prepare service desk performance reports and maintain documentation in ServiceNow.
• Identify and implement process improvements to enhance efficiency and effectiveness.

KEY REQUIREMENTS:

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Minimum of 10 years in IT support, with at least 5 years managing an IT service desk.
• ITIL Managing Professional (MP) or higher certification.

Who We Are

Comtech is an award winning, customer-oriented, full-service IT solutions provider serving the Civilian Federal Government, the Department of Defense and other Agencies. In the finance and medical sector, Comtech offers IT solutions to help financial and healthcare organizations comply with regulatory requirements and helps them reduce costs while increasing strategic agility.

Comtech LLC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected Veteran status.