Service Desk Manager - TS/SCI Cleared

Zachary Piper Solutions; Newington, Northern (VA, KY); Hybrid; USD 130,000 - 150,000; Full time

Job summary

Zachary Piper Solutions is seeking a Service Desk Manager to join a federal program located in Newington, VA. The role will lead a team of service desk technicians, ensuring incident management and ticket handling meet stringent SLAs while supporting a secure, mission-focused IT environment for government customers.

The position requires an active TS/SCI clearance, 5+ years of IT support or service desk experience, and relevant certifications (Security+, ITIL, CCNA).

Qualifications

• Active TS/SCI clearance required.
• 5+ years of IT support, Service Desk, or related technical experience.
• Experience leading or supervising technical support teams preferred.
• Strong communication and customer service skills.
• Excellent documentation, reporting, and briefing capabilities.
• Experience working in collaborative team environments.
• Technical degree, formal technical training, or relevant industry certifications.
• Experience supporting government or DoD environments preferred.

Responsibilities

• Lead, mentor, and manage a team of Service Desk technicians supporting daily operations.
• Manage Service Desk personnel schedules and workload distribution.
• Review, prioritize, and oversee customer incident and service request tickets.
• Coordinate with technical teams and functional work centers to resolve issues efficiently.
• Monitor service desk performance and ensure adherence to service standards and SLAs.
• Escalate complex technical issues when required and drive resolution efforts.
• Prepare operational reports, service metrics, status updates, and leadership briefings.
• Maintain accurate documentation and reporting of incidents, requests, and operational activities.
• Ensure customers receive timely, effective, and high-quality support.
• Support a fast-paced, mission-focused environment while maintaining operational excellence.

Skills

Communication skills

Customer service

Troubleshooting

Education

Technical degree or equivalent

CompTIA Security+ certification

ITIL Foundation certification

CCNA certification

Tools

CCNA

Job description

Zachary Piper Solutions is seeking a Service Desk Manager to join a Federal Program located in Newington, VA. The Service Desk Manager will support a mission focused on delivering secure, reliable IT service desk operations for a government customer.

Responsibilities of the Service Desk Manager:

• Lead, mentor, and manage a team of Service Desk technicians supporting daily operations.
• Manage Service Desk personnel schedules and workload distribution.
• Review, prioritize, and oversee customer incident and service request tickets.
• Coordinate with technical teams and functional work centers to resolve issues efficiently.
• Monitor service desk performance and ensure adherence to service standards and SLAs.
• Escalate complex technical issues when required and drive resolution efforts.
• Prepare operational reports, service metrics, status updates, and leadership briefings.
• Maintain accurate documentation and reporting of incidents, requests, and operational activities.
• Ensure customers receive timely, effective, and high-quality support.
• Support a fast-paced, mission-focused environment while maintaining operational excellence.

Qualifications of the Service Desk Manager:

• Active TS/SCI clearance required.
• 5+ years of IT support, Service Desk, or related technical experience.
• Previous experience leading or supervising technical support teams preferred.
• CompTIA Security+ certification required.
• ITIL Foundation certification required.
• Strong communication and customer service skills.
• Excellent documentation, reporting, and briefing capabilities.
• Proven troubleshooting and problem-solving experience.
• Experience working in collaborative team environments.
• Technical degree, formal technical training, or relevant industry certifications.
• Experience supporting government or DoD environments preferred.
• Cisco Certified Network Associate (CCNA) certification preferred.

Compensation for the Service Desk Manager:

• Salary Range: $130,000 - $150,000 *flexible based on experience*
• Comprehensive Benefits: Medical, Dental, Vision, PTO, and Sick Leave as required by law
• Flexible working schedule
• Unlimited opportunities for growth

Key words:

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