Service Desk Manager
Core
Provides operational leadership for Service Desk services supporting a Federal Government client, ensuring high-quality IT support delivery.
Role type
Service Desk Manager
Builds
IT support services for Federal Government clients
Domain
IT Service Management / Federal Government
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
IT Service Desk operations, team leadership, SLA/KPI management, stakeholder engagement, compliance management, mentoring
Preferred skills
Federal Government or public sector account experience, ITIL practices, service management tools
Technologies
service management tools
Responsibilities
Manage daily Service Desk activities including staffing and ticket queues, monitor metrics and drive continuous improvement, mentor and develop Service Desk staff, build relationships with government stakeholders, ensure compliance with federal policies and security requirements
Seniority
Mid-level, hands-on IC with team leadership