Service Desk Manager

Description

The company provides technology and professional services to federal civilian, defense and intelligence agencies, with 26,000 staff working across AI, cloud, cyber and software development in more than 50 countries.

This is a full-time, on-site Service Desk Manager role supporting classified environments at customer sites across the United States, with work run through ServiceNow. You would lead the help desk team and oversee daily service delivery for executive users.

Responsibilities

• Run the day-to-day operations of the on-site classified help desk so every user gets secure, high-quality IT support.
• Lead, supervise and develop help desk technicians spread across several US sites.
• Own the full lifecycle of requests, incidents and technical problems in ServiceNow, keeping delivery compliant and uninterrupted.
• Set up and enforce the help desk processes, workflows and security controls that classified work requires.
• Check that incoming issues are categorized correctly and assigned to the right technician.
• Make sound decisions on resolution, priority and escalation within a secure environment.
• Coach technicians directly and help them troubleshoot so issues are resolved faster and skills improve.
• Keep complete, accurate records of every request, incident and resolution in ServiceNow.
• Coordinate service restoration so IT services return to normal as quickly as possible.
• Escalate significant system issues or operational concerns to senior management promptly.
• Monitor SLAs, act on performance trends that fall below required levels, and take corrective action.
• Analyze performance metrics, find operational gaps, and deliver process changes that improve service quality and efficiency.

Requirements

• Experience with problem management, service level agreements and technical issue resolution.
• 9+ years of related experience.
• BA or BS degree, or equivalent experience, plus 5+ years of experience.
• CompTIA Security+ with DoD 8570 compliance, obtained within 6 months of starting.
• ServiceNow experience.
• Strong customer service skills, including experience supporting C-suite and other VIP users.
• Active Top Secret clearance or DOE Q clearance.
• US citizenship required.

Conditions

Full-time, on-site at a customer location in Washington, DC, for 40 hours per week.

Travel is less than 10% of the time.

The likely salary range is $110,500 to $149,500. This is not a guarantee; pay depends on experience, geographic location and possibly contract requirements, and may fall outside this range.

Hiring includes an identity verification step using biometrics and AI. Virtual interviews require you to be on camera, and by proceeding you authorize use of your biometric data for verification and security.

The company is an equal opportunity employer that welcomes individuals with disabilities and protected veterans.

Benefits

• Medical plans, some with Health Savings Accounts, plus dental and vision plans.
• 401(k) with company match, with pre-tax and post-tax contributions up to IRS annual limits.
• Full flex work weeks where possible.
• Paid time off including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave.
• Short and long-term disability, life, accidental death and dismemberment, personal accident, critical illness, and business travel and accident insurance, provided or available.
• Competitive pay, an AI-powered career tool that identifies next steps and learning, an internal mobility team, and training and certification opportunities.