Service Desk Operations Manager

Executive 1 Holding Company, LLC; Washington (District of Columbia); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Medical, Dental and Vision Coverage

401(k) Matching

PTO

Job summary

Executive 1 Holding Company, LLC in the Metro DC area seeks an experienced Service Desk Manager to lead onsite operations for federal customers. You will oversee the service desk, call center, and deskside teams to ensure timely, high-quality support.

The role emphasizes process improvement, SLA tracking, and coordinating with stakeholders to deliver mission-critical IT services.

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 environment.
• Experience overseeing service desk operations, ticket management, workload prioritization, and performance.
• Strong communication, organization, negotiation, and process improvement skills.
• Ability to pass a Public Trust or federal background investigation.

Responsibilities

• Serve as onsite liaison for the government customer (COR or designee).
• Supervise service desk, call center, and deskside staff to ensure high-quality delivery.
• Allocate resources and workloads based on priorities and ticket volume.
• Monitor performance, coach staff, and support retention and mission success.
• Track service levels, trends, risks, and issues; implement corrective actions.
• Ensure contract requirements, reporting, and deliverables are met on schedule.
• Maintain and improve SOPs, knowledge articles, and process materials.
• Build relationships with federal stakeholders and technical teams.
• Promote accountability and continuous improvement in service operations.

Skills

IT service desk

People management

SLA management

Communication

Tools

ITSM tools

Knowledge management systems

Job description

Description

Transparency matters to us: We recruit for this position on an ongoing basis as business needs arise. While there may not be an immediate opening, we welcome applications from experienced Service Desk Managers interested in joining our team. Our hiring team will review your qualifications and contact you when a suitable opportunity becomes available.

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

• Additional responsibilities include 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