Service Desk Manager

TEKsystems; Washington (District of Columbia); On-site; USD 55,104 - 75,768; Full time

Benefits offered by this job

Medical, dental & vision

401(k) Retirement Plan

Life Insurance

Short and long-term disability

Health Spending Account (HSA)

Transportation benefits

Time Off/Leave

Job summary

TEKsystems is looking for a proactive Service Desk Manager in Washington, DC, to manage a team and enhance service quality. This role involves overseeing daily operations for a team supporting approximately 600 users, emphasizing process improvement and executive-level interactions.

The ideal candidate will have over 5 years of experience in service desk management and a Bachelor's degree. The position offers a salary range of $40.00 to $55.00 per hour and requires candidates to be fully onsite.

Qualifications

• 5+ years of experience in a customer service or service desk management role.
• Experience with ticketing systems such as ServiceNow.
• Proof of managing daily operations in a hybrid Tier 1/Tier 2 environment.

Responsibilities

• Oversee the daily operations of the service desk team, ensuring coverage from 7 AM to 8 PM.
• Perform IT support tasks such as imaging machines and creating new user accounts.
• Identify opportunities for process improvements and encourage a proactive approach.

Skills

Service desk

Customer service

Ticketing system

Active Directory

Windows 10

ServiceNow

Office 365

Help desk management

Troubleshooting

Education

Bachelor’s Degree, General

Tools

ServiceNow

Job description

Role Summary

We are seeking a proactive and dynamic Service Desk Manager to lead our hybrid Tier 1/Tier 2 service desk team. This role is responsible for overseeing a team of four agents that supports approximately 600 users. The ideal candidate will not only manage daily operations but also drive process improvement, foster a culture of proactivity, and ensure a high level of professionalism and customer service. This is a hands‑on role for a leader who is comfortable interacting with executive‑level clients and is dedicated to improving the user experience beyond just meeting SLAs.

Responsibilities

• Oversee the daily operations of the service desk team, including scheduling, task management, and ensuring coverage from 7 AM to 8 PM, Monday through Friday.
• Actively participate in service desk activities such as imaging machines, creating new user accounts, and other IT support work that borders on system administration.
• Identify opportunities for process improvements and encourage a proactive approach to problem‑solving within the team, moving beyond reactive ticket handling to preemptively addressing issues.
• Comfortably and professionally interact with high‑level government officials, including the CIO, providing honest updates on issues and proactively communicating potential problems before they emerge.
• Manage and troubleshoot tickets in ServiceNow, covering access issues, hardware/software problems, and password resets.
• Go beyond metrics to understand the true user experience by walking around, talking to users, and uncovering real problems to provide better, more proactive support.

Qualifications

• Bachelor’s Degree, General
• 5+ years of experience in a customer service or service desk management role
• Experience with ticketing systems such as ServiceNow
• Proof of managing daily operations in a hybrid Tier 1/Tier 2 environment

Skills

• Service desk
• Customer service
• Ticketing system
• Active Directory
• Windows 10
• ServiceNow
• Office 365
• Help desk management
• Troubleshooting

Job Details

Contract position based out of Washington, DC. Fully onsite.

Compensation and Benefits

Pay range: $40.00 – $55.00 /hr.

Benefits (subject to eligibility and plan terms):

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre‑tax and Roth post‑tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long‑term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Equal Opportunity Employer

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.