Service Desk Manager - TS/SCI Cleared - 174842 - 175269

Zachary Piper Solutions; Newington, Northern (VA, KY); Sur place; USD 130 000 - 150 000; Plein temps

Avantages offerts par ce poste

Medical/Dental/Vision

PTO & Sick Leave

Flexible schedule

Growth opportunities

Résumé du poste

Zachary Piper Solutions is seeking a Service Desk Manager to join a Federal Program in Newington, VA. The role leads a team of Service Desk technicians, overseeing daily operations and ensuring secure, reliable IT service delivery for a government customer.

The ideal candidate has TS/SCI clearance, 5+ years in IT support or service desk, and holds Security+ and ITIL certs. Strong leadership, communication, and reporting skills are essential to manage incidents, metrics, and customer satisfaction

Qualifications

• Active TS/SCI clearance required.
• 5+ years IT support, Service Desk, or related technical experience.
• Strong communication and customer service skills.
• Excellent documentation, reporting and briefing capabilities.
• Experience leading or supervising technical support teams preferred.
• Experience in government or DoD environments preferred.
• Cisco CCNA certification preferred.

Responsabilités

• Lead, mentor, and manage a team of Service Desk technicians.
• Manage Service Desk personnel schedules and workload distribution.
• Review, prioritize, and oversee incident and service request tickets.
• Coordinate with technical teams and work centers to resolve issues.
• Monitor service desk performance and adherence to SLAs.
• Escalate complex issues and drive resolutions.
• Prepare operational reports, service metrics, and leadership briefings.
• Maintain documentation and reporting of incidents, requests, and activities.
• Ensure high-quality, timely customer support.
• Support a fast-paced, mission-focused environment.

Connaissances

Active TS/SCI clearance

5+ years IT support

Team leadership

Clear communication

Documentation & reporting

Troubleshooting

Collaboration in teams

Technical degree or training

DoD/government experience preferred

CCNA preferred

Formation

CompTIA Security+ certification

ITIL Foundation certification

CCNA certification (preferred)

Technical degree or equivalent training

Description du poste

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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