Service Desk Manager

Unissant; Washington (District of Columbia); On-site; USD 90,000 - 130,000; Full time

Job summary

Unissant is seeking a Service Desk Manager to lead a team delivering enterprise IT support. The role emphasizes strong customer service, leadership, and IT operations knowledge within a complex environment.

The ideal candidate will manage service desk performance, ensure SLA compliance, and collaborate with IT teams to drive improvements. A Bachelor's in IT is required, with MBA preferred, and ITIL certification desirable.

Qualifications

• Minimum of 5 years of IT service management experience.
• Strong leadership and team management skills.
• Excellent communication and customer service skills.
• Experience with service desk software and enterprise support environments.
• Ability to analyze service performance data and generate actionable insights.
• Experience supporting large-scale IT service environments and complex customer support operations.

Responsibilities

• Lead and manage the service desk team to deliver high-quality support services across the enterprise.
• Monitor and analyze service desk performance and implement improvements to enhance customer experience and operational effectiveness.
• Ensure compliance with SLAs and other service performance metrics.
• Develop and maintain service desk policies, procedures, and documentation, including SLAs, OLAs, SOPs, and COOP materials.
• Handle escalations and support the resolution of complex technical issues.
• Coordinate with other IT teams to ensure seamless service delivery and effective issue resolution.
• Train, mentor, and cross-train service desk staff to strengthen continuity and readiness.
• Prepare regular reports on service desk performance, service quality, and customer satisfaction.
• Proactively update operational guides and knowledge management practices.

Skills

Service desk leadership

IT service management

Customer service

Communication skills

Data analysis

Ticketing tools

Education

Bachelor's degree in IT

MBA/Master's degree

Tools

Ticketing software

Job description

Unissant, Inc. delivers innovative capabilities to the agencies that keep our nation healthy and safe. We apply our domain expertise, data acumen, and technology know-how to achieve breakthrough results for our clients. Working collaboratively, we advance missions and careers through a focus on honesty, integrity, and dependability. We continuously look for talent, excited to join that effort. To learn more about our exciting organization, please visit us at www.unissant.com.

We are seeking a Service Desk Manager to join our team and support our client. The ideal candidate is a customer-focused IT operations leader who combines technical depth, service management expertise, and strong people leadership. This individual is energized by building high-performing teams, improving service desk operations, and delivering an exceptional support experience in a complex enterprise environment.

Essential Duties And Responsibilities

• Lead and manage the service desk team to deliver high-quality support services across the enterprise.
• Monitor and analyze service desk performance and implement improvements to enhance customer experience and operational effectiveness.
• Ensure compliance with SLAs and other service performance metrics.
• Develop and maintain service desk policies, procedures, and documentation, including SLAs, OLAs, SOPs, and COOP materials.
• Handle escalations and support the resolution of complex technical issues.
• Coordinate with other IT teams to ensure seamless service delivery and effective issue resolution.
• Train, mentor, and cross-train service desk staff to strengthen continuity and readiness.
• Prepare regular reports on service desk performance, service quality, and customer satisfaction.
• Proactively update operational guides and support knowledge management practices.

Work Experience And Job Skills

• Minimum of 5 years of experience in IT service management.
• Strong leadership and team management skills.
• Excellent communication and customer service skills.
• Experience with service desk software, ticketing tools, and enterprise support environments.
• Ability to analyze service performance data and generate actionable insights for improvement.
• Experience supporting large-scale IT service environments and complex customer support operations.

Education

• Bachelor's Degree is required. Preferred field of study in Information Technology or a related field of study.
• MBA/Master's Degree in a relevant field of study preferred.

Certificates, Licenses And Registrations

• ITIL Foundation certification is required.
• HDI or equivalent certification preferred.

Communication Skills

• Excellent verbal and written skills, ability to present proposals and performance data, comfortable interfacing all levels of organization.
• Ability to write clear and concise creative content in a highly confidential manner.
• Ability to translate technical, operational, and compliance-related information into clear messaging for executive, technical, and non-technical audiences.

Clearance Requirements

• Ability to obtain and maintain a Public Trust clearance.

Travel

• Local travel within a 50-mile radius of Bethesda, Maryland is not reimbursable.
• On occasion, travel may be required of Contractor personnel and, if approved in advance by the Contracting Officer, may be reimbursed in accordance with Federal Travel Regulations.
• Work may be performed at Government facilities, remote locations, or approved employee work locations in support of Government operations.

Environmental Requirements

• Mainly a routine office environment.
• May be required to lift up to ten (10) pounds
• Flexible in working extended hours

The above statements are intended to describe the general nature and level of work being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. Unissant management reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, where applicable and available, reasonable accommodation(s) may be made to enable individuals with disabilities to perform essential functions of this position.

Please note: Candidate(s) will be required to go through pre-employment screening.

Unissant, Inc. is a proud Equal Opportunity Employer! (EOE; M/F/Disability/Vets)