Service Desk Operations Director

AV; Arlington (VA); On-site; USD 126,000 - 170,000; Full time

Benefits offered by this job

Medical, dental, vision

401(k) with company matching

9/80 work schedule

Paid holidays

Job summary

AV is seeking a Manager, Service Desk to oversee daily Service Desk operations and frontline staff in Arlington, VA. You’ll ensure timely, high-quality technical assistance, manage incident lifecycles, and drive ITIL-aligned processes across the organization.

You will implement SOPs, monitor SLAs, coach staff, and contribute to escalated problem resolution. Experience leading distributed teams and managing budgets is required for this role.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent).
• 5–7 years of experience in IT Service Desk / Technical Support environments.
• Minimum of 2–4 years of direct supervisory or team lead experience managing IT support personnel.
• 5+ years of hands-on experience supporting enterprise desktop and mobile platforms (Windows, macOS, iOS, Linux).
• Experience administering and configuring enterprise ticketing platforms (e.g., ServiceNow, Jira Service Management, Ivanti).
• Knowledge of enterprise endpoint management and software deployment tools (e.g., Workspace ONE, Intune/MECM, Ivanti EPM).
• Experience monitoring and reporting on ITIL-aligned SLAs and KPIs.
• 40-hour on-site work week with on-call flexibility.

Responsibilities

• Aligns daily Service Desk operations with IT leadership’s strategy and communicates metrics to leadership.
• Enforces SLAs to maintain resolution times and customer satisfaction.
• Implements and maintains SOPs for logging, triaging, escalating, and resolving incidents and service requests.
• Analyzes daily/weekly activity to identify bottlenecks and implement fixes.
• Performs regular performance evaluations and coaching for technicians and staff.
• Monitors expenditures and assists with hardware, software, and staffing budgets.
• Manages ticketing workflows, catalogs, and asset tracking configurations.
• Evaluates Service Desk software and hardware in coordination with procurement.
• Coordinates purchasing, provisioning, and deployment of end-user hardware.
• Supervises distributed/multi-site support teams and escalation coverage.
• Ensures prompt resolution of Tier 1–Tier 3 tickets across enterprise apps and hardware.
• Maintains end-user knowledge bases and self-service portals.
• Onboards and mentors junior staff to enhance competency and service delivery.
• Provides hands-on troubleshooting for escalations and executive issues.
• Represents Service Desk in Change Advisory Board meetings.

Skills

IT service desk

Supervisory experience

Customer service mindset

SLA reporting

Education

Bachelor’s degree in IT or related field

Tools

ServiceNow

Jira Service Management

Ivanti

Workspace ONE

Intune

Job description

AV is seeking a Manager, Service Desk to oversee daily Service Desk operations and frontline staff in Arlington, VA. You’ll ensure timely, high-quality technical assistance, manage incident lifecycles, and drive ITIL-aligned processes across the organization.

You will implement SOPs, monitor SLAs, coach staff, and contribute to escalated problem resolution. Experience leading distributed teams and managing budgets is required for this role.