Service Desk Manager

General Dynamics
Washington
Workplace: OnsiteFull timeUSD 110,500 - 149,500 annuallyFunction: Customer Support (Service Desk)Experience: 5+ yearsEducation: bachelorsSkills: ["Leadership","Customer service","Problem management","Technical judgment","Process improvement","Documentation"]

Lead on-site service desk operations for a classified IT support environment, overseeing help desk technicians across multiple U.S. customer locations. Drive incident and service request lifecycle management in ServiceNow, including triage, routing, documentation, and service restoration. Monitor and enforce SLAs, coordinate escalations for secure problem resolution, coach technicians, and lead continuous service improvement through performance metric analysis. On-site in Washington, DC.

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General Dynamics
General Dynamics
1 day ago

Service Desk Manager

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Last checked: 2 hours agoStatus: Live

Job Summary

Lead on-site service desk operations for a classified IT support environment, overseeing help desk technicians across multiple U.S. customer locations. Drive incident and service request lifecycle management in ServiceNow, including triage, routing, documentation, and service restoration. Monitor and enforce SLAs, coordinate escalations for secure problem resolution, coach technicians, and lead continuous service improvement through performance metric analysis. On-site in Washington, DC.
Location: Washington
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Oversee day-to-day operations of the on-site classified help desk and ensure high-quality IT support.
  • •Lead, supervise, and support help desk technicians across multiple U.S. sites.
  • •Manage the full lifecycle of service requests, incidents, and technical issues in ServiceNow.
  • •Establish and enforce help desk processes, workflows, and security protocols for classified operations.
  • •Monitor and enforce SLAs, coordinate service restoration, and drive continuous service improvement using performance metrics.
Travel: Low travel

Pay and Benefits

Salary: USD 110,500 - 149,500 annually
Perks:Health InsuranceDentalVision401kPaid LeaveParental Leave

Key Requirements

  • •BA/BS (or equivalent experience) and 5+ years of experience.
  • •ServiceNow experience.
  • •CompTIA Security+ (DoD 8570 Compliance) required within 6 months of starting.
  • •Active Top Secret or DOE Q clearance is required.
  • •Must be a U.S. citizen.
Experience:5+ years
Education:Bachelor's
Skills:LeadershipCustomer serviceProblem managementTechnical judgmentProcess improvementDocumentation
Certifications:CompTIA Security+
Tech Stack:ServiceNow

Eligibility

Nationality:US National
Security Clearance:Top SecretDOE Q

Company Brief

General Dynamics
Provides IT, systems engineering, cybersecurity, cloud, and mission support services to U.S. federal civilian and defense agencies, delivering large-scale technology solutions and managed services for national security and government operations.
Industry: Defense Technology
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Headquarters: Tysons / Fairfax, United States
WebsiteLinkedIn