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# Service Desk Manager

- **Company:** IPT Associates
- **Location:** Huntsville, AL, United States
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Knowledge Management, Servicenow
- **Published:** July 17, 2026
- **Apply:** https://www.clearancejobs.com/jobs/9036996/service-desk-manager

## About the Role

* Are curious and excited about technology
 * Like solving problems and figuring things out
 * Can take initiative but also enjoy working with a team
 * Want to keep learning, growing, and challenging themselves

If you're someone who's eager to jump in, learn something new, and make an impact-you'll fit right in here., * Bachelor's degree in a related field

 * Employee Relations experience desired
 * Ten (10) years of prior experience in a similar role
 * ServiceNow experience
 * Strong communication and organizational skills
 * DoD 8570 Level II/III certification desired
 * Active Security clearance required

## Description

We are seeking an experienced IT Service Desk Manager with ServiceNow experience to lead the daily operations of a large IT Service Desk. This role is responsible for delivering reliable, efficient and customer focused IT support while applying ITIL 4 service management best practices. The IT Service Desk Manager serves as the people leader over our Tier 1 and Tier 2 support teams. The selected candidate will partner closely with our government customer and be responsible for Incident, Request and Knowledge Management., * Lead and manage the IT Service Desk team, setting clear expectations, coaching performance and supporting career development

 * Manage ticket queues, prioritization and escalation paths
 * Work with the government to establish KPIs and ensure SLA compliance
 * Monitor response and resolution times
 * Drive continual improvement initiatives to enhance reliability, efficiency and user satisfaction
 * Partner with cross-functional IT teams to ensure timely response and closure of incidents and service requests
 * Partner with government leadership to resolve customer issues and ensure alignment across the Service Desk team
 * Implement automation for repetitive tasks


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