Job Description

Job Title : Service Desk Manager

Location : Remote

We are currently seeking candidates who meet the following qualifications.

• Lead and manage the IT Service Desk team, ensuring timely and effective technical support.
• Monitor and report on key performance indicators (KPIs) and service level agreements (SLAs).
• Develop and enforce service desk policies, procedures, and standards.
• Act as the escalation point for complex or high-priority incidents.
• Implement and maintain ITIL best practices for incident, request, and problem management.
• Drive continuous improvement initiatives, including knowledge base updates, training, and workflow optimization.
• Collaborate with infrastructure, application, and cybersecurity teams to ensure seamless IT service delivery.
• Manage service desk tools and platforms (e.g., ServiceNow, Zendesk, Jira Service Management).
• Conduct regular performance reviews, coaching, and professional development for service desk staff.
• Assist with IT audits, compliance efforts, and documentation.

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Experience in IT support or service desk roles, with at least 2 years in a managerial position.
• Strong understanding of ITIL framework and service management processes.
• Proven experience with service desk platforms (e.g., ServiceNow, Zendesk, Jira).
• Excellent communication, leadership, and people management skills.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Customer-first mindset and a commitment to delivering excellent support experiences.
• Federal Experience is a plus.
• Required Security clearance.
  
  
  If you meet these qualifications, please submit your application via link provided in Linkedin.
  Kindly do not call the general line to submit your application.

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