Service Desk Manager - TS/SCI Cleared - 174842

Piper Companies; Newington (CT); On-site; USD 130,000 - 150,000; Full time

Benefits offered by this job

Medical, Dental, Vision

PTO & Sick Leave

Flexible schedule

Growth opportunities

Job summary

Zachary Piper Solutions seeks a Service Desk Manager for a Federal Program in Newington, VA. You will lead a team delivering secure, reliable IT service desk operations to a government customer, ensuring high-quality support and strong incident management.

The role demands 5+ years of IT support, active clearance, and ITIL/ Security+ credentials, with a path toward growth in a fast-paced federal environment.

Qualifications

• 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.
• CCNA certification 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

Team leadership

Communication

Customer service

Incident management

Documentation

Briefings

Education

Technical degree

Tools

CompTIA Security+

ITIL Foundation

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

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