Service Desk Manager (Info Tech Program Manager I)

Job Announcement This position leads the county's centralized IT Service Desk operations and is responsible for strategic oversight, operational management, and continuous improvement of frontline technology support services for Fairfax County employees and stakeholders.

Manages daily service desk operations while also establishing long-term service delivery strategies that support efficient, responsive, and customer-focused technology support. Oversees incident management, request fulfillment, call center operations, and service request triage while ensuring alignment with IT service management best practices and departmental service delivery standards.

Any combination of education, experience, and training equivalent to the following: (Click on the aforementioned link to learn how Fairfax County interprets equivalencies for "Any combination, experience, and training equivalent to") Possession of a bachelor's degree in computer science, or closely related field; plus five years' experience in systems design, development, and maintenance in a large information systems environment, including supervisory experience., + Experience managing an enterprise IT Service Desk supporting a large organization or government environment.

• Experience working with IT Service Management platforms such as ServiceNow.
• Familiarity with ITIL-based service management frameworks.
• Experience monitoring service desk performance metrics, such as response time, ticket backlog, service levels, or customer satisfaction.
• Experience leading workforce development and staff training initiatives in a technical support environment.
• Experience implementing service improvement initiatives, automation efforts, or process optimization strategies.
• Experience developing knowledge management practices and supporting documentation programs.
• Possess professional/technical IT or management certification.

PHYSICAL REQUIREMENTS: Work is generally sedentary, performed in a normal office environment. All duties performed with or without reasonable accommodations.

Fairfax County is home to a highly diverse population, with a significant number of residents speaking languages other than English at home (including Spanish, Asian/Pacific Islander, Indo-European, and many others.) We encourage candidates who are bilingual in English and another language to apply for this opportunity.