Service Desk Manager

Apex Systems; Newington (VA); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health, dental, vision insurance

401K with company match

ESPP (employee stock purchase)

HSA (HDHP)

EAP with counseling

Job summary

Apex Systems - Everforth in Newington, VA is seeking an experienced Service Desk Manager to lead a team of technicians and ensure secure, reliable IT operations for a federal program.

The role requires TS/SCI clearance, U.S. citizenship, 5+ years in IT support, and ITIL/Security+ certifications, with a 6-month contract-to-perm path and 100% onsite work.

Qualifications

• Active Top Secret/SCI clearance required.
• U.S. citizenship required.
• 5+ years in IT support, systems administration, or service desk.
• Previous leadership or team management experience.
• CompTIA Security+ certification.
• ITIL certification.

Responsibilities

• Lead and mentor a team of Service Desk technicians.
• Monitor, prioritize, and manage incoming requests and incidents.
• Coordinate with multiple technical teams and stakeholders to resolve issues.
• Ensure delivery of exceptional customer service and user support.
• Manage system functionality and operational efficiency.
• Develop and maintain documentation and knowledge base articles.
• Escalate and track critical incidents through resolution.
• Drive process improvements and operational excellence.

Skills

Service Desk Management

Team Leadership

IT Operations

Incident Management

Customer Support

Communication

Documentation

Problem Solving

Job description

Job#: 3049537

Job Description:

Candidates must be U.S. citizens able to obtain and/or maintain a Department of Defense security clearance as a condition and continuation of employment.

Service Desk Manager

Apex Systems - Everforth

Location: Newington, VA (100% Onsite)

Clearance Required: Active TS/SCI

Employment Type: 6 month contract to permanent conversion with client

Overview

Apex Systems is seeking an experienced Service Desk Manager to support a mission-critical federal program. This position will lead a team of Service Desk technicians responsible for delivering exceptional customer support and maintaining secure, reliable IT operations in a fast-paced environment.

The ideal candidate has experience managing service desk operations, leading technical teams, and supporting enterprise IT environments within the federal space.

Responsibilities

• Lead and mentor a team of Service Desk technicians
• Monitor, prioritize, and manage incoming support requests and incidents
• Coordinate with multiple technical teams and stakeholders to resolve issues
• Ensure delivery of exceptional customer service and user support
• Manage system functionality and operational efficiency
• Develop and maintain documentation, procedures, and knowledge base articles
• Escalate and track critical incidents through resolution
• Drive process improvements and operational excellence

Required Qualifications

• Active Top Secret/SCI Clearance
• U.S. Citizenship
• 5+ years of relevant IT support, systems administration, or service desk experience
• Previous leadership or team management experience
• CompTIA Security+ Certification
• ITIL Certification
• Strong communication, reporting, and documentation skills
• Experience supporting enterprise-level IT environments

Top Skills

• Service Desk Management
• Team Leadership
• IT Operations
• Incident Management
• Customer Support
• Communication
• Documentation
• Problem Solving

Everforth Apex Benefits Overview

• Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection.
• We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure.
• Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts.
• In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA.
• Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well, which an Everforth Apex team member can provide.
• You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Everforth Apex team member can provide.

Everforth Apex is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.

If you require an accommodation under the Americans with Disabilities Act to participate in an interview with a virtual recruiter or to use our website for a search or application, please contact our Benefits Department at [email protected] or 804-523-8228. Please note that this contact information is strictly to be used for medical ADA accommodations and that no other inquiries will be answered.

UnitedHealthcare creates and publishes the Transparency in Coverage Machine-Readable Files on behalf of Everforth Apex Systems.