Service Desk Manager

Interactive Process Technology LLC; Huntsville (AL); On-site; USD 90,000 - 120,000; Full time

Job summary

Interactive Process Technology LLC is seeking an experienced IT Service Desk Manager located in Huntsville, Alabama. This role involves leading daily operations of a large IT Service Desk, ensuring reliable and efficient IT support while implementing ITIL 4 best practices.

The ideal candidate will have over 10 years of experience, strong communication skills, and ServiceNow expertise. Responsibilities include managing the IT team, ensuring SLA compliance, and driving continuous improvement initiatives.

Qualifications

• 10 years of experience in a similar role.
• Employee Relations experience desired.
• DoD 8570 Level II/III certification desired.
• Active Security clearance required.

Responsibilities

• Lead and manage the IT Service Desk team.
• Manage ticket queues and escalation paths.
• Work with the government to establish KPIs.
• Drive continual improvement initiatives.
• Implement automation for repetitive tasks.

Skills

ServiceNow

Strong communication skills

Organizational skills

Education

Bachelor's degree in a related field

Job description

Service Desk Manager

Redstone Arsenal/Huntsville, AL

We are seeking an experienced IT Service Desk Manager with ServiceNow experience to lead the daily operations of a large IT Service Desk. The role is responsible for delivering reliable, efficient and customer‑focused IT support while applying ITIL 4 service‑management best practices. The IT Service Desk Manager serves as the people leader over our Tier 1 and Tier 2 support teams. The selected candidate will partner closely with our government customer and be responsible for Incident, Request and Knowledge Management.

We are looking for people who:

• Are curious and excited about technology
• Like solving problems and figuring things out
• Can take initiative but also enjoy working with a team
• Want to keep learning, growing, and challenging themselves

Responsibilities

• Lead and manage the IT Service Desk team, setting clear expectations, coaching performance and supporting career development
• Manage ticket queues, prioritization and escalation paths
• Work with the government to establish KPIs and ensure SLA compliance
• Monitor response and resolution times
• Drive continual improvement initiatives to enhance reliability, efficiency and user satisfaction
• Partner with cross‑functional IT teams to ensure timely response and closure of incidents and service requests
• Partner with government leadership to resolve customer issues and ensure alignment across the Service Desk team
• Implement automation for repetitive tasks

Requirements

• Bachelor's degree in a related field
• Employee Relations experience desired
• Ten (10) years of prior experience in a similar role
• ServiceNow experience
• Strong communication and organizational skills
• DoD 8570 Level II/III certification desired
• Active Security clearance required

IPTA is an Equal Opportunity Employer. All employment decisions are based on individual merit, including qualifications, experience, performance, and business needs, consistent with applicable federal laws and federal contracting requirements. IPTA provides equal opportunity and utilizes merit‑based principles to make employment‑related decisions.