service desk manager

Turbo Consultin

Work Status: USC only (ability to obtain US Public Trust required)Location: Washington DC / Remote hybridRole purpose: Leads customer's single-tier, AI-enabled Service Desk and is accountable for intake-to-closure incident ownership, Tier Zero knowledge management, escalation governance, performance dashboards, and executive/VIP support.Core responsibilities<ul><li>Direct a remote-friendly single-tier Service Desk model in which technicians own incidents and requests from intake through closure, minimizing handoffs and improving customer satisfaction.</li><li>Stand up and continuously improve Tier Zero capabilities including self-service portals, knowledge repositories, virtual agents, and plain-language help content.</li><li>Oversee ticket quality, categorization, prioritization, root-cause documentation, and escalation discipline across daily operations.</li><li>Use AI-enabled service operations practices such as intelligent routing, predictive maintenance, trend detection, and automated troubleshooting to reduce downtime and recurring tickets.</li><li>Manage staffing levels, customer-to-technician ratios, onsite surge support, after-hours coverage, and event support for leadership and mission-critical activities.</li><li>Run monthly governance reviews and real-time dashboard reporting on SLA performance, escalations, trends, risks, customer effort, and improvement actions.</li><li>Partner with PMO, cybersecurity, and engineering teams to maintain end-to-end support readiness for devices, collaboration tools, identity issues, and post-migration stabilization.</li></ul>Minimum qualifications<ul><li>Bachelor&rsquo;s degree in information systems, computer science, business, or related field; equivalent experience may be considered.</li><li>10+ years of IT service management and service desk experience, including 5+ years leading enterprise support teams.</li><li>Hands-on experience with omnichannel ticketing, knowledge management, incident/problem management, and customer-experience metrics.</li><li>Demonstrated ability to lead executive support, escalation management, root-cause analysis, and service reporting in a fast-paced federal environment.</li><li>Experience with Zendesk, ServiceNow, Slack, M365, Jamf/Intune, and AI-enabled service desk tooling.</li><li>ITIL Managing Professional or ITIL 4 Foundation.</li><li>HDI Support Center Manager or equivalent service desk leadership credential.</li></ul>Preferred qualifications / certifications<ul><li>Prior experience scaling support operations for a distributed workforce with strong CSAT performance.</li></ul>Pay: $130,000.00 - $150,000.00 per yearBenefits:<ul><li>401(k)</li><li>401(k) matching</li><li>Dental insurance</li><li>Health insurance</li><li>Health savings account</li><li>Life insurance</li><li>Paid time off</li><li>Professional development assistance</li><li>Retirement plan</li><li>Vision insurance</li></ul>Work Location: Hybrid remote in Washington, DC 20036

Service Desk Manager

Mistras Group, Inc.

<div>The IT Service Desk Manager is responsible for leading the daily operations of the organization's service desk. This role ensures the delivery of high-quality IT support services, manages a team of service desk analysts, and acts as the escalation point for complex or critical issues. The manager will also drive continuous improvement initiatives, monitor performance metrics, and align service delivery with business objectives.

Major Responsibilities/Activities:
<ul>
<li>Manage, coach, and trains service desk staff to ensure effective troubleshooting, solution delivery, and customer service.</li>
<li>Uses ITSM platforms (e.g., ServiceNow) to manage service lifecycles; ITIL-based service management practices to track SLAs, service availability, and business impact. Manage end-to-end service delivery, including incident, request, change, and knowledge management.</li>
<li>Serve as the primary escalation point for severe or unique technical issues.</li>
<li>Define and track service metrics (e.g., resolution time, customer satisfaction) to identify trends, root cause and areas for improvement.</li>
<li>Develop and refine workflows, escalation rules, and service request classification schemes. Utilize new technologies such as AI to automate processes.</li>
<li>Work closely with infrastructure, cybersecurity, and application teams to ensure seamless IT service delivery.</li>
<li>Ensure adherence to IT policies, including incident management, change control, and access governance.</li>
<li>Bachelor&rsquo;s degree in information technology, Computer Science, or related field (or equivalent experience).</li>
<li>Minimum 5 years of experience in IT support, with at least 3 years in a supervisory or managerial role.</li>
<li>Strong knowledge of help desk software, ITSM frameworks (e.g., ITIL), and performance metrics.</li>
<li>Excellent communication, leadership, and problem-solving skills.</li>
</ul>
Minimum Requirements:
<ul>
<li>ITIL, HDI, or similar service management certifications. ( preferred)</li>
<li>Technical Troubleshooting</li>
<li>Escalation Management</li>
<li>End-User Training</li>
<li>Upgrades &amp; Patch Management</li>
<li>ServiceNow or similar ITSM platforms</li>
<li>Familiarity with cybersecurity protocols and identity access management tools (e.g., SailPoint)</li></ul></div>

IT Service Desk Manager

Reliant Rehabilitation

<div>Overview:
<div>
Summary: The IT Service Desk Manager is responsible for managing Reliant Rehabilitation&rsquo;s technical support team and overseeing the delivery of IT support services to both field-based and corporate office Team Members. This role ensures service requests and incidents are handled efficiently and professionally through the support portal, email, and voicemail channels. The IT Service Desk Manager provides hands-on leadership and direct technical support when needed, ensuring quality service delivery, proper ticket handling, and thorough documentation. This role also serves as an escalation point for complex or urgent issues. The position requires a balance of management capabilities and technical expertise to ensure the IT support team consistently meets service expectations and business needs.</div>
Responsibilities:
<div>
The essential duties and responsibilities include, but are not limited to, the following:</div><div></div><ul><li> 
Manage and lead the IT Service Desk team, providing day-to-day oversight, coaching, and performance management</li><li>Ensure service requests and incidents are prioritized, assigned, and resolved in accordance with established SLAs</li><li>Monitor ticket queues to ensure timely responses, accurate documentation, and proper resolution of issues</li><li>Provide direct technical support for escalated, high-priority, or complex incidents as needed</li><li>Serve as the primary escalation point for unresolved service desk issues and urgent incidents</li><li>Coordinate, manage, and hold external IT support vendors accountable to service expectations and SLAs</li><li>Maintain high-quality ticket documentation and knowledge base articles</li><li>Develop, implement, and maintain service desk processes, procedures, and standards</li><li>Collaborate with other IT teams and business stakeholders to resolve cross-functional issues</li><li>Analyze service desk metrics and reports to identify trends, improve performance, and enhance service delivery</li><li>Support onboarding and on-going training of new service desk staff, ensuring technical and customer service standards are met</li><li>Communicate service outages, updates, and resolutions effectively to end users and leadership</li><li>Ensure customer satisfaction by promoting a service-oriented mindset within the IT support team</li><li>Assist with IT projects and initiatives as assigned</li><li>Must conduct self in an ethical, legal and responsible manner at all times</li><li>Attends all mandatory meetings, trainings, and assignments as delegated</li><li>Perform other duties and responsibilities as assigned</li><li>Must adhere to the policies, principles, and guidance within the Employee Handbook and Code of Business Conduct</li></ul>
Qualifications:
<div>
Qualifications and Skills:</div><div></div><ul><li> 
2-year associate degree, Technical Certifications, or equivalent Experience. (4-year degree preferred)</li><li>2+ years&rsquo; experience managing an IT Service Desk or technical support team</li><li>Proven experience managing ticket queues, escalations, and service-level agreements (SLAs)</li><li>Hands-on technical experience supporting end-user systems, applications, and hardware</li><li>Ability to provide technical leadership and act as an escalation point for complex or urgent issues</li><li>Ability to manage multiple priorities in a fast-paced environment</li><li>Strong customer service orientation with attention to detail</li><li>Strong written and verbal communication skills</li></ul></div>

<div>We are Proud to be SJE!

At SJE, we are more than a company &mdash; we are a family of brands with a shared vision and mission to provide industry-leading, innovative, and reliable control and monitoring solutions that improve efficiencies, protect the environment, and deliver dependable solutions to our valued customers. We are looking for an IT Service Desk Manager. This role will be working onsite from our Birmingham, AL location. Check us out at SJEinc.com!

The job:

The IT Service Desk Manager is a hands‑on technical leader responsible for directly supporting and managing Helpdesk and Desktop Support operations across multiple manufacturing sites. This role blends leadership with active participation in daily support tasks&mdash;jumping into complex tickets, assisting with device deployments, supporting shop‑floor technology, and ensuring that all employees across production facilities, offices, and remote sites receive timely, high‑quality technical support.

The ideal candidate is as comfortable working tickets and deploying devices as they are coaching technicians, building processes, and partnering with plant leadership. This role is critical to maintaining uptime, improving support maturity, and ensuring a secure, efficient end‑user experience.

What you will do:

Hands‑On Technical Support (50%+)
<ul>
<li>Work directly on escalated Helpdesk and Desktop Support tickets, including hardware issues, configuration problems, imaging, networking, and account access.</li>
<li>Perform hands‑on device builds, OS imaging, Intune enrollment, printer configuration, and workstation setup.</li>
<li>Support plant‑floor technology: PCs, scanners, label/barcode printers, production check‑in stations, and network‑connected industrial devices.</li>
<li>Travel to manufacturing sites to provide onsite troubleshooting, deployments, equipment swaps, and user support.</li>
<li>Participate in after‑hours or weekend support during critical outages, plant initiatives, or system updates.</li>
</ul>
Leadership &amp; Team Development
<ul>
<li>Lead, coach, and mentor Helpdesk and Desktop Support technicians with a focus on growing technical depth and troubleshooting skills.</li>
<li>Set daily/weekly priorities, provide guidance on active tickets, and ensure consistent coverage across multiple time zones and sites.</li>
<li>Participate in interviews, hiring, onboarding, and performance development for support staff.</li>
</ul>
Service Delivery &amp; Operational Excellence
<ul>
<li>Monitor ticket queues and personally intervene where needed to keep SLAs on track.</li>
<li>Establish and maintain realistic SLAs, escalation rules, and service expectations.</li>
<li>Improve ticket quality through coaching, peer reviews, and knowledge sharing.</li>
<li>Perform root‑cause analysis on recurring issues and implement fixes with the team.</li>
</ul>
Process Creation &amp; Standardization
<ul>
<li>Create hands‑on support documentation, &ldquo;How‑To&rdquo; guides, imaging steps, and troubleshooting playbooks.</li>
<li>Build and maintain a strong knowledge base to enable faster resolution and onboarding.</li>
<li>Standardize desktop builds, device provisioning, and software deployment processes.</li>
<li>Identify recurring pain points and actively implement technical and process improvements.</li>
</ul>
Endpoint Administration &amp; Asset Management
<ul>
<li>Oversee and participate in device lifecycle management: imaging, patching, repairs, replacements, and decommissioning.</li>
<li>Maintain accurate inventory and asset tracking; ensure proper documentation and labeling.</li>
<li>Validate endpoint compliance, encryption status, and security-baseline adherence.</li>
</ul>
Manufacturing Support Alignment
<ul>
<li>Work closely with plant managers, supervisors, line leads, and maintenance teams to understand production needs.</li>
<li>Ensure IT support adapts to shift schedules, production changeovers, and high‑volume periods.</li>
<li>Respond quickly to floor‑impacting issues and minimize downtime.</li>
</ul>
Cybersecurity &amp; Policy Compliance
<ul>
<li>Enforce secure support practices (MFA, privileged access, device isolation, patching).</li>
<li>Support cybersecurity team with incident response steps, evidence capture, and endpoint containment.</li>
<li>Ensure technicians follow safe handling procedures for sensitive equipment and information.</li>
</ul>
Reporting &amp; Continuous Improvement
<ul>
<li>Track and report on SLA performance, ticket metrics, and site‑level support needs.</li>
<li>Recommend staffing, tooling, and process adjustments based on real data and hands‑on observations.</li>
<li>Drive continuous improvement across the support function through practical, actionable changes.</li>
</ul>
The ideal candidate will bring both technical acumen and team leadership skills, providing structure and consistency to support operations while remaining adaptable in a fast-paced, growth-oriented environment.

Education and Skill Requirements:
<ul>
<li>Bachelor&rsquo;s degree in information systems or related field preferred; relevant certifications (ITIL, A+, Network+, MD 102, HDI) are a plus.</li>
<li>7-10+ years of IT support experience, including hands on troubleshooting of Windows devices, networks, printers, and common business applications.</li>
<li>5-7+ years management experience within a Helpdesk/Desktop Support environment.</li>
<li>Experience in manufacturing or multi-site support environments strongly preferred.</li>
<li>Strong technical competency in:</li>
<li><ul><li>Windows OS, M365, Azure AD/Entra ID</li>
<li>Intune, imaging tools, endpoint management</li>
<li>VPN, basic networking, Wi Fi troubleshooting</li>
<li>Printers, scanners, barcode devices</li>
<li>Cloud-based tools</li>
<li>Mobile device management (MDM)</li>
</ul></li><li>Ability to work across production floors, office spaces, warehouses, and remote user setups.</li>
<li>Excellent communication and customer service skills.</li>
<li>Strong understanding of ITSM tools and concepts (e.g., ServiceNow, FreshDesk, Jira Service Desk).</li>
</ul>
Answering your questions:

When you are considering a new job, it is normal to have a ton of questions. Here are a few questions we are asked all the time.
<ul>
<li>What are the hours? Monday &ndash; Friday 8:00 am &ndash; 5:00 pm.</li>
<li>What is your Paid Time Off and holiday policy? Up to 120 hours of Paid Time Off in your first year plus 8 paid holidays.</li>
<li>What benefits do you offer? We offer a robust benefits package including health, life, short-term and long-term disability insurance as well as dental and vision programs you need to take care of your family, along with other benefit options. Check out our full benefits package!</li>
<li>What percentage of travel is required for this position? 25%</li>
<li>What is my commute? Plug this address into Google Maps: 5201 Princeton Way, Hoover, AL 35226.</li>
</ul>
We will answer more of your questions during the first interview. Expect to hear about the next steps if you meet the job requirements.

Why work with us:
 
At SJE, we believe in empowering our employees to grow professionally while making a real impact. We offer competitive pay, excellent benefits, and a collaborative culture that encourages creativity and problem-solving. Join us and become a part of something bigger. Join a company where you&rsquo;re not just working&mdash;you&rsquo;re building a legacy!

Learn more and apply on-line at www.sjeinc.com. SJE is an Equal Opportunity Employer.</div>

Bit Insight Group

About BIT Insight GroupThe BIT Insight Group is a cloud-based IT support company dedicated 24/7 support to providing innovative, reliable, and scalable IT solutions for businesses of all sizes. Our team works with diverse clients to ensure their IT infrastructure, cloud environments, and applications run smoothly, securely, and with scalability.Role OverviewOur IT Managed Services Department is seeking a motivated and experienced Service Desk Manager to take operational ownership of our Tier 1/2 service desk across managed client accounts. You will support SLA performance, lead a team of technicians, and serve as a reliable point of contact for client stakeholders. This role is ideal for a candidate who has strong technical support roots, is stepping confidently into people management, and is eager to grow within an MSP environment long-term.Key ResponsibilitiesTeam Leadership &amp; Development<ul><li>Lead, mentor, and hold accountable a team of 5&ndash;10 service desk technicians across tiers and shifts</li><li>Conduct structured 1:1s, performance reviews, and skills coaching sessions</li><li>Own shift scheduling, on-call rotations, and coverage planning to maintain service availability Monday - Friday, 8:30 AM&ndash;5 PM ET</li><li>Build technician career paths and drive participation in certification programs</li></ul>Client Satisfaction &amp; Account Management<ul><li>Act as the primary escalation contact for managed service clients &mdash; responsive, professional, and solution-focused</li><li>Lead and prepare content for Quarterly Business Reviews (QBRs) with client stakeholders on as-needed basis</li><li>Proactively surface client risks, communicate issues with full transparency, and own resolution follow-through</li><li>Cultivate trusted advisor relationships across all assigned accounts</li></ul>Service Delivery &amp; SLA Compliance<ul><li>Own SLA/OLA adherence across all client accounts and incident priority tiers</li><li>Monitor live ticket queues and dashboards; identify bottlenecks and drive resolution velocity</li><li>Manage P1/P2 escalation paths and coordinate cross-team response during major incidents</li><li>Maintain and enforce ticket documentation standards and knowledge base quality</li></ul>Operations, Reporting &amp; Process Improvement<ul><li>Define, track, and report KPIs: MTTR, FCR rate, CSAT, ticket volume, backlog aging, and SLA attainment</li><li>Identify systemic issues and partner with engineering teams on root cause analysis and elimination</li><li>Champion ITIL-aligned process improvements and operational maturity initiatives</li><li>Administer and optimize ITSM tooling (Atera, ServiceNow, or new tool equivalent)</li><li>Support new client onboarding by collaborating with sales and account management on service scoping</li></ul>Required Qualifications<ul><li>3&ndash;5 years of IT service desk or technical support experience, with 1&ndash;2 years in a supervisory or team lead role (a plus)</li><li>Direct, hands-on experience in a Managed Services Provider (MSP) environment &mdash; required</li><li>Demonstrated success managing multi-client support environments with competing SLA obligations</li><li>ITIL Foundation certification (v4 preferred); strong working knowledge of ITIL frameworks</li><li>Proficiency with ITSM/PSA tools</li><li>Excellent written and verbal communication; comfortable presenting to both technical and executive audiences</li><li>Available and committed to Monday &ndash; Friday, 8:30 AM &ndash; 5:00 PM Eastern Time throughout the engagement</li><li>Authorized to work as a 1099 independent contractor in the United States</li></ul>Qualifications and Certifications<ul><li>Educated in Information Technology or related field (or equivalent experience)</li><li>HDI Support Center Manager (SCM), CompTIA (A+/Network+/Security+), or Microsoft certifications</li><li>Experience supporting clients in regulated industries (HIPAA, SOC 2, PCI-DSS)</li><li>Familiarity with RMM platforms</li><li>Working knowledge of Microsoft 365, Azure AD, and endpoint management (Intune/Autopilot)</li><li>Background in workforce management or structured scheduling in a 24/7 or extended-hours environment</li></ul>Pay: $28.00 - $33.00 per hourWork Location: Remote

IT Managed Services Service Desk Manager

Integral Federal

<div>Overview:
<div>
The Help Desk Manager supports TSA&rsquo;s Trusted Operations, Maintenance, Cybersecurity, Assurance, and Technology (TOMCAT) operational continuity, service excellence, security, and adaptive IT/OT Operations and Maintenance (O&amp;M) support.</div>
Responsibilities:
<ul><li>Plan and implement the appropriate IT capacity (Resource Capacity Management, Service Capacity Management, and Business Capacity Management) while helping ensure that information &amp; technology services achieve expected levels of performance.</li><li>Manage and mentor service desk staff, ensuring they are well-trained and equipped to handle inquiries and technical issues effectively.</li><li>Oversee the daily operation of the service desk including monitoring performance metrics and service level agreements (SLAs).</li><li>Act as the primary point of contact for escalated issues to ensure FLETC expectations are met and that the service desk provides a high level of support.</li><li>Responsible for identifying and implementing service improvement initiatives.</li><li>Coordinate with other IT sections to resolve issues and ensure that the service desk continually evolves to meet changing business needs.</li><li>Analyze performance data to identify trends and areas of improvement to provide regular reports to management on service desk performance.</li></ul>
Qualifications:
<div>
Required:</div><div></div><ul><li> 
Bachelor's Degree with 10 years of experience in IT support</li><li>5 years of support as a Help Desk Manager</li><li>Knowledge of ServiceNow</li><li>ITIL v4 Certified</li><li>Secret Clearance</li></ul><div></div><div> 
Preferred:</div><div></div><ul><li> 
Experience in implementing ITIL-based methods of using industry-recognized Service Desk ticket management software.</li></ul>
Company Overview:
<div>
Integral partners with federal defense, intelligence, and civilian leaders to tackle their most important challenges and deliver positive outcomes. Since our founding in 1998, we have helped clients leverage existing and emerging technologies to transform their enterprises, empower growth, drive innovation, and build sustainable success. The forward-leaning solutions we deliver are tailored to each mission with a focus on keeping our nation safe and secure.</div><div></div><div> 
Integral is headquartered in McLean, VA and serves clients throughout the country.</div><div></div><div> 
We offer a comprehensive total rewards package including paid parental leave and immediate vesting in our 401(k). Give us a try and become part of a curated group of professionals at Integral Federal!</div><div></div><div> 
Our package also includes:</div><ul><li>Medical, Dental &amp; Vision Insurance</li><li>Flexible Spending Accounts</li><li>Short-Term and Long-Term Disability Insurance</li><li>Life Insurance</li><li>Paid Time Off &amp; Holidays</li><li>Earned Bonuses &amp; Awards</li><li>Professional Training Reimbursement</li><li>Employee Assistance Program</li></ul><div></div><div> 
Equal Opportunity Employer/Protected Veteran/Disability</div></div>

Help Desk Manager

MANTECH

<div>MANTECH seeks a motivated, career and customer-oriented Help Desk Manager to join our team in the DC, Maryland, and Virginia (DMV) area.
As a Help Desk Manager, this individual will lead the team providing essential technical assistance to government users, ensuring efficient resolution of IT issues within a Complex Enterprise IT Environment (including laptops, phones, AV, and servers). Their leadership is key to maintaining high service levels and enhancing the productivity of federal personnel through the application of ITSM frameworks and ITIL best practices. This individual manages and supervises the overall functioning of 24/7/365 Operations Support Center activities, directing staff in call center support, service desk support, and switchboard operations to drive a modern Shift Left strategy that prioritizes First Contact Resolution (FCR) and Tier 0 Self-Service adoption.
Responsibilities include but are not limited to:<ul><li>
Oversee the daily operations of a 24/7/365 Operations Support Center, supervising geographically dispersed Tier 1 staff to ensure the efficient delivery of desktop support and mission-essential services for government users in a multi-server environment, while simultaneously monitoring facilities and program data centers.</li><li>
Direct the operations of the VIP 'Gold Desk,' ensuring high-priority routing and 'White Glove' handling for Executives and mission-critical personnel.</li><li>
Manage the Automatic Call Distribution (ACD) system and IVR menus to optimize call routing and minimize abandonment rates.</li><li>
Manage help desk personnel, including hiring, training, performance evaluation, and scheduling.</li><li>
Develop and implement help desk policies, procedures, and service level agreements (SLAs) applying comprehensive knowledge of PC operating systems, knowledge of networking and electronic mail.</li><li>
Monitor helpdesk performance metrics and drive initiatives for continuous service improvement and customer satisfaction.</li><li>
Act as an escalation point for complex technical issues and ensure adherence to government security and compliance requirements.</li><li>
Works closely with the end-users to help resolve the most difficult trouble calls.</li><li>
Travels to a particular client site to help solve problems.</li></ul>
Minimum Qualifications:<ul><li>
BA/BS (Relevant Field) and 7+ experience managing a help desk or service desk team within a government contract environment.</li><li>
Proven ability to lead a &quot;Shift Left&quot; initiative by optimizing the Knowledge Management lifecycle. This includes identifying Tier 1 resolutions and proactively publishing high-quality content to the Tier 0 Self-Service Portal to optimize ticket deflection and reduce overall support volume.</li><li>
Expert-level oversight of the entire Knowledge Management lifecycle, including governance, auditing, and continuous improvement of internal and external knowledge bases.</li><li>
Ability to utilize Workforce Management (WFM) principles to analyze call arrival patterns and optimize agent scheduling, ensuring SLA compliance during surges and spikes.</li><li>
Proven track record fostering a Knowledge-Centered Service (KCS) culture, measuring performance on handle time and Knowledge Base development.</li><li>
Strong understanding of IT Service Management (ITSM) frameworks, particularly ITIL.</li><li>
Demonstrated experience using data analytics (e.g., Excel, PowerBI, ServiceNow dashboards) to identify trend anomalies and forecast staffing needs.</li><li>
Proficiency in managing enterprise-grade ITSM and Knowledge tools (e.g., ServiceNow, Salesforce, Zendesk, or Jira Service Management).</li></ul>
Preferred Qualifications:<ul><li>
HDI Support Center Manager (SCM) certification.</li><li>
 Experience in applying Agile or Scrum methodologies to Service Desk workflows</li><li>
ITIL Foundation certification.</li><li>
PMP Certification</li></ul>
Clearance Requirements:<ul><li>
Must be a U.S. citizen</li><li>
Must be able to obtain DHS EOD suitability</li><li>
An active EOD suitability is highly desired.</li></ul>
Physical Requirements:<ul><li>
The person in this position must be able to remain in a stationary position 50% of the time. Occasionally move about inside the office to access file cabinets, office machinery, or to communicate with co-workers, management, and customers, via email, phone, and or virtual communication, which may involve delivering presentations.</li></ul></div>

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