GovCIO

1 week ago

Service Desk Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 8 hours agoStatus: Live

Job Summary

Manage service desk operations for the US Mint contract, overseeing Tier I/II (and VIP/“white glove”) remote support and day-to-day Customer Service Center performance. Lead incident escalation, ticket queues, SLA compliance, and change request execution using ITIL practices. Drive process improvements through KPI reporting, automation, and knowledge management, while coordinating training, workflows, and staffing coverage for a customer-focused team.

Location: Washington

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Provide technical, project, and operational management for service desk operations and asset management.
•Oversee daily Customer Service Center operations, supervising onsite and remote technical support staff to deliver Tier I/II and VIP support.
•Serve as primary escalation point for complex/high-priority incidents and requests; manage ticket queues and ensure SLA adherence.
•Coordinate training and leadership for service desk and desktop support staff (Tier I–II), including coverage and mentorship.
•Use ITIL practices to drive problem management, change requests, knowledge base/SOP maintenance, and continuous improvement via KPIs and reporting.

Pay and Benefits

Salary: USD 140,000 - 168,000 annually

Key Requirements

•Bachelor’s degree with 15+ years (or commensurate experience).
•10+ years of experience in IT service delivery, help desk, or customer support operations.
•Experience managing a team responsible for addressing tickets in ServiceNow.
•Proven success leading service desks in large enterprise environments, including SLA development, tracking, and reporting.
•Strong leadership, analytical/problem-solving, and communication skills; proficiency in Microsoft Office and service management tools (ServiceNow).

Experience:15+ yearsEnterprise environmentsIT service deliveryHelp deskCustomer support operations

Education:Bachelor's

Skills:LeadershipTeam managementAnalytical problem-solvingCommunicationOrganizational skills

Certifications:ITILv4+ Foundation CertificationPMP certificationAgile certification

Tech Stack:ServiceNowITILMicrosoft OfficeSLAITSM

Eligibility

Security Clearance:US MINT Public Trust

Company Brief

GovCIO

Provides IT modernization, cloud, cybersecurity, data analytics, and managed services to U.S. federal civilian and defense agencies, delivering technology solutions and mission support to improve government operations and security.

Industry: Professional Services

Growth: Established Company

Headquarters: Herndon, United States

Website LinkedIn

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GovCIO

1 week ago

Service Desk Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 8 hours agoStatus: Live

Job Summary

Location: Washington

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Provide technical, project, and operational management for service desk operations and asset management.
•Oversee daily Customer Service Center operations, supervising onsite and remote technical support staff to deliver Tier I/II and VIP support.
•Serve as primary escalation point for complex/high-priority incidents and requests; manage ticket queues and ensure SLA adherence.
•Coordinate training and leadership for service desk and desktop support staff (Tier I–II), including coverage and mentorship.
•Use ITIL practices to drive problem management, change requests, knowledge base/SOP maintenance, and continuous improvement via KPIs and reporting.

Pay and Benefits

Salary: USD 140,000 - 168,000 annually

Key Requirements

•Bachelor’s degree with 15+ years (or commensurate experience).
•10+ years of experience in IT service delivery, help desk, or customer support operations.
•Experience managing a team responsible for addressing tickets in ServiceNow.
•Proven success leading service desks in large enterprise environments, including SLA development, tracking, and reporting.
•Strong leadership, analytical/problem-solving, and communication skills; proficiency in Microsoft Office and service management tools (ServiceNow).

Experience:15+ yearsEnterprise environmentsIT service deliveryHelp deskCustomer support operations

Education:Bachelor's

Skills:LeadershipTeam managementAnalytical problem-solvingCommunicationOrganizational skills

Certifications:ITILv4+ Foundation CertificationPMP certificationAgile certification

Tech Stack:ServiceNowITILMicrosoft OfficeSLAITSM

Eligibility

Security Clearance:US MINT Public Trust

Company Brief

GovCIO

Industry: Professional Services

Growth: Established Company

Headquarters: Herndon, United States

Website LinkedIn