Service Desk Manager: Lead IT Support & SLA Excellence

AeroVironment; Arlington (VA); On-site; USD 123,000 - 209,000; Full time

Benefits offered by this job

Medical, dental, vision

401(k) with company matching

Flexible work schedule

9/80 work schedule and paid holiday

Job summary

The primary role of the Manager, Service Desk at AeroVironment is to oversee daily Service Desk operations and frontline staff, ensuring end users receive timely, high-quality technical assistance. This role manages all procedures related to incidents, requests, SLA tracking, and operational coordination across the organization.

It requires implementing ITIL processes, coaching staff, and contributing to escalated problem resolution with hands-on support when needed.

Qualifications

• Bachelor’s degree in IT or related field.
• 5–7 years IT Service Desk / Technical Support.
• 2–4 years supervisory experience.
• 5+ years hands-on support for enterprise desktop and mobile.
• Experience administering enterprise ticketing platforms.
• Knowledge of endpoint management tools.
• Proven ITIL-aligned KPI tracking.
• 40-hour on-site work week with on-call flexibility.

Responsibilities

• Aligns daily Service Desk operations with IT leadership’s strategy, communicating operational updates, service metrics, and team performance to leadership.
• Enforces SLAs to maintain target resolution times and customer satisfaction.
• Implements SOPs for logging, triaging, escalation, and resolution.
• Analyzes daily activity, identifies bottlenecks, and implements fixes.
• Performance evaluations, coaching, and goal setting for staff.
• Monitors expenditures; supports budget forecasts for hardware/software.
• Manages ticketing workflows and asset tracking configurations.
• Evaluates Service Desk software and endpoint tools with procurement.
• Coordinates purchasing, provisioning, and deployment of end-user hardware.
• Supervises distributed multi-site team; manages schedules and escalation coverage.
• Ensures prompt resolution of Tier 1–Tier 3 tickets across apps and hardware.
• Maintains knowledge bases, self-service portals, FAQs, and runbooks.
• Onboards, trains, and mentors junior technicians.
• Provides hands-on support for escalations; participates in CAB meetings.

Skills

ITIL Knowledge

Leadership

SLA Management

Ticketing Systems

Endpoint Management

Budget & Forecasting

Education

Bachelor’s degree in IT / CS

Tools

ServiceNow

Jira Service Management

Ivanti

Workspace ONE

Intune/MECM

Ivanti EPM

Job description

The primary role of the Manager, Service Desk at AeroVironment is to oversee daily Service Desk operations and frontline staff, ensuring end users receive timely, high-quality technical assistance. This role manages all procedures related to incidents, requests, SLA tracking, and operational coordination across the organization.

It requires implementing ITIL processes, coaching staff, and contributing to escalated problem resolution with hands-on support when needed.