Service Desk Manager - Enterprise ITIL Lead (Onsite DC)

Network Designs Inc.; Washington (District of Columbia); On-site; USD 110,000 - 160,000; Full time

Benefits offered by this job

Health insurance

401(k) retirement matching

Paid leave and holidays

Professional development

Job summary

Network Designs Inc. seeks a Service Desk Manager to lead enterprise IT support, drive ITIL-based processes, and manage multi-tier teams in a mission-critical federal environment. The role requires US citizenship, ability to obtain a Public Trust, and onsite work in Washington, D.C.

You will oversee incident, problem, and change management, mentor staff, and deliver executive-facing metrics while aligning with governance and security requirements.

Qualifications

• U.S. Citizenship required.
• Must be able to obtain a Public Trust clearance.
• Onsite work in Washington, D.C., 5 days per week.

Responsibilities

• Lead and manage Tier 1–3 support operations.
• Set and monitor ITIL-aligned service delivery and KPIs.
• Coordinate incident, problem, and change management activities.
• Develop runbooks, knowledge articles, and governance artifacts.
• Drive continuous improvement across service desk and customer experience.

Skills

Analytical skills

Communication skills

Leadership

Agile principles

ITIL knowledge

Education

Bachelor's degree in IT/CS/Engineering/Business

ITIL Certification

CompTIA Security+

Tools

Power BI

Job description

Network Designs Inc. seeks a Service Desk Manager to lead enterprise IT support, drive ITIL-based processes, and manage multi-tier teams in a mission-critical federal environment. The role requires US citizenship, ability to obtain a Public Trust, and onsite work in Washington, D.C.

You will oversee incident, problem, and change management, mentor staff, and deliver executive-facing metrics while aligning with governance and security requirements.