Service Desk Operations Manager

Executive 1 Holding Company; Washington (District of Columbia); On-site; USD 100,000 - 125,000; Full time

Benefits offered by this job

Medical, Dental and Vision Coverage

401(k) Matching

PTO

Job summary

Executive 1 Holding Company in Washington DC is seeking a Service Desk Manager to lead day-to-day IT service desk delivery for federal agency customers. This onsite role supervises service desk and deskside staff, ensures contract requirements are met, and serves as the primary operational liaison with government stakeholders.

The role requires a minimum of five years in IT service desk environments and two years in management, with strong communication and process-improvement skills.

Qualifications

• Minimum 5 years of IT service desk, help desk, or technical support experience.
• At least 2 years of management, supervisory, or team lead experience in a technical support environment.
• Experience overseeing service desk operations, ticket management, workload prioritization, and customer support performance.
• Strong communication, organization, negotiation, and process improvement skills.
• Ability to analyze service trends, identify risks, set priorities, and drive corrective action in a fast-paced environment.
• Ability to pass a Public Trust or similar federal background investigation.

Responsibilities

• Serve as the primary onsite liaison for the government customer, including the COR or designated representatives.
• Supervise and manage service desk, call center, and deskside support staff to ensure responsive, high-quality service delivery.
• Allocate resources and technician workloads based on priorities, ticket volume, staffing levels, and operational needs.
• Monitor team performance, coach staff, address issues promptly, and support retention and mission success.
• Track service levels, operational trends, risks, and recurring issues; recommend and implement corrective actions.
• Ensure contract requirements, reporting, and deliverables are completed accurately and on schedule.
• Maintain and improve operational documentation, including SOPs, knowledge articles, checklists, and process materials.
• Build strong working relationships with federal stakeholders, contractor leadership, and technical teams.
• Promote a culture of accountability, continuous improvement, customer service, and operational excellence.
• Supporting growth and proposal efforts, as well as expanding business within your assigned portfolio.

Skills

IT service desk

Team management

Staff supervision

Customer service

Stakeholder liaison

Public Trust background check

Tools

ITIL

ServiceNow

ITSM tools

Job description

Job Location: Washington DC - Washington, DC 22102
Position Type: Full Time
Salary Range: $100,000.00 - $125,000.00 / year

Job Overview

The Service Desk Manager will lead day‑to‑day delivery for an IT Service Desk supporting scientific and health‑related federal agency customers. This onsite role is responsible for supervising service desk and deskside support personnel, maintaining service quality, ensuring contractual requirements are met, and serving as the primary operational liaison with government stakeholders.

Key Responsibilities

• Serve as the primary onsite liaison for the government customer, including the COR or designated representatives.
• Supervise and manage service desk, call center, and deskside support staff to ensure responsive, high‑quality service delivery.
• Allocate resources and technician workloads based on priorities, ticket volume, staffing levels, and operational needs.
• Monitor team performance, coach staff, address issues promptly, and support retention and mission success.
• Track service levels, operational trends, risks, and recurring issues; recommend and implement corrective actions.
• Ensure contract requirements, reporting, and deliverables are completed accurately and on schedule.
• Maintain and improve operational documentation, including SOPs, knowledge articles, checklists, and process materials.
• Build strong working relationships with federal stakeholders, contractor leadership, and technical teams.
• Promote a culture of accountability, continuous improvement, customer service, and operational excellence.

Additional Responsibilities

• Supporting growth and proposal efforts, as well as expanding business within your assigned portfolio.

Required Qualifications

• Minimum of 5 years of IT service desk, help desk, or technical support experience.
• At least 2 years of management, supervisory, or team lead experience in a technical support environment.
• Experience overseeing service desk operations, ticket management, workload prioritization, and customer support performance.
• Strong communication, organization, negotiation, and process improvement skills.
• Ability to analyze service trends, identify risks, set priorities, and drive corrective action in a fast‑paced environment.
• Ability to pass a Public Trust or similar federal background investigation.

Preferred Qualifications

• Experience supporting federal government customers or working in a federal contractor environment.
• Experience managing service level agreements (SLAs) and service desk performance metrics.
• Knowledge of ITIL processes, service management practices, and ITSM tools.
• Ability to use learning management, content management, and knowledge management systems.

Work Environment

This is a full‑time onsite position in the Metro DC area. The role supports mission‑focused federal customers in scientific and health‑related environments and requires regular in‑person coordination with service desk teams and client stakeholders.

Benefits

• Medical, Dental and Vision Coverage
• 401(k) Matching
• PTO