Service Desk Manager: ITSM Leader & Automation

APGFCU; Edgewood (MD); On-site; USD 74,000 - 125,800; Full time

Benefits offered by this job

Medical and dental

Vision insurance

401(k)

Education assistance

Paid holidays & leave

Job summary

APG Federal Credit Union (APGFCU) is seeking a Service Desk Manager to supervise the centralized IT Service Desk, ensuring timely delivery of IT services and superior employee experience. You will lead desktop and system support, on-call management, scripting and reporting, while shaping ITSM practices and automation initiatives.

The role requires strategic leadership, KPI/SLAs ownership, and collaboration with IT leadership to improve service delivery and security across on‑prem and cloud

Qualifications

• Bachelor's degree in information technology or related field preferred; experience considered.
• Industry certification such as CompTIA, ITIL v4, Microsoft, Cisco, Citrix, Azure/AWS required.
• Minimum of 5 years of work experience in IT support or systems administration with 3 years in IT support leadership.
• Proficiency in Microsoft Windows Operating systems, Microsoft 365, Networking (DNS, TCP/IP, DHCP, LDAP).

Responsibilities

• Lead day-to-day operations of IT service desk including ticket assignment, escalation and resolution.
• Develop, implement and monitor KPIs and SLAs focused on response and resolution times and user satisfaction.
• Manage the Service Desk team, staffing, training and performance.
• Oversee service desk and desktop support operations and on‑call rotation.
• Lead system deployments, upgrades and migrations and provide upstream reporting and analysis.
• Maintain asset management and CMDB; implement security controls in line with policies.

Skills

IT leadership

Service desk management

KPIs & SLAs

Windows 10/11

Networking basics

On‑prem & cloud

Communication

Education

Bachelor's degree in Information Technology

Tools

ITIL v4

Microsoft 365

Azure/AWS

CMDB

Scripting

Job description

APG Federal Credit Union (APGFCU) is seeking a Service Desk Manager to supervise the centralized IT Service Desk, ensuring timely delivery of IT services and superior employee experience. You will lead desktop and system support, on-call management, scripting and reporting, while shaping ITSM practices and automation initiatives.

The role requires strategic leadership, KPI/SLAs ownership, and collaboration with IT leadership to improve service delivery and security across on‑prem and cloud