Service Desk Manager

Dynamic Solutions Technology LLC; Falls Church (VA); On-site; USD 85,000 - 120,000; Full time

Job summary

A leading strategic services firm is seeking a full-time Service Desk Manager located in Washington, DC. The successful candidate will oversee the Service Desk team, enhance productivity, and manage key IT services including Windows 10 and Microsoft O365 applications. This position requires strong leadership, technical expertise, and excellent communication skills to effectively collaborate across all levels of the organization.

Qualifications

• Minimum of 8 years of service/help desk management experience.
• Active Security Clearance required.
• Two relevant IT certifications preferred.

Responsibilities

• Manage the Service Desk team and improve productivity.
• Analyze workflows and implement improvements.
• Communicate effectively with all organizational levels.

Skills

Troubleshooting

Relationship Building

Organizational Skills

Education

Bachelor of Science in Computer Science

HDI Support Center Manager certification

Tools

Active Directory

Microsoft O365

Cisco

Palo Alto

Azure

Job description

Dynamic Solutions Technology, LLC, a premier strategic services firm that meets IT and Service needs for commercial and government clients, is seeking a full-time on-site Service Desk Manager.

This position is located in Washington, DC.

Responsibilities:

The Service Desk Manager is responsible for managing the Service Desk team and workload. The successful candidate will improve team productivity by reviewing existing processes, identifying and resolving gaps, and recommending new tools or services as needed. The role requires expertise in troubleshooting core services such as Windows 10, Microsoft O365 applications, HP MFD printers, desktop applications, and managing the PC lifecycle and related tools. The manager will collaborate with all organizational levels and must be comfortable presenting and communicating effectively.

Experience Required:

• Experience in day-to-day operation and supervision of Service Desk personnel
• Ability to analyze work processes and implement personnel actions as appropriate
• Ability to build effective relationships with the COR, COTRs, and CIO management team
• Technical experience with telecom circuits, Cisco, Palo Alto, Aruba Wireless and NAC, Nutanix, Citrix, and Azure environments
• Proficiency in troubleshooting, diagnosing, and resolving issues related to MS Windows OS, MS O365, email, VPN, and hardware/peripherals
• Experience in executing operational, program management, and quality control plans
• Ability to remediate PC vulnerabilities
• Experience with Active Directory and Group Policy management
• Strong organizational skills with the ability to prioritize multiple tasks

Qualifications:

• Bachelor of Science degree in Computer Science or a related field
• HDI Support Center Manager certification
• At least eight (8) years of service/help desk management experience
• Active Security Clearance

Desired Qualifications:

• Excellent communication skills
• Strong relationship-building abilities
• Two of the following IT certifications: CompTIA A+, Network+, Security+, MCSA: Windows 10, or MCSE: Desktop Infrastructure
• ITIL or other quality certifications