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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Service Desk Manager - **Company:** Donnell, John - **Location:** Ashburn, VA, United States - **Salary:** $41,600.0 - $68,640.0 - **Contract:** Permanent contract - **Skills:** Microsoft Word, Microsoft Excel, Active Directory, Agile Methodology, Amazon Web Services, JIRA, Microsoft Azure, Cisco Routers, Configuration Management, Cyber Security, Computer Networks, Databases, Dynamic Host Configuration Protocol, Linux, Disaster Recovery, Domain Name System (DNS), Cryptographic Protocols, Issue Tracking Systems, Information Security Management, Networking Hardware, Virtual Private Networks (VPN), Network Security, Microsoft Office, Microsoft SQL Server, Windows Servers, Network Architecture, Network Monitoring, Microsoft PowerPoint, Procurement Software, Remote Access Technology, Cloud Services, Server Administration, Service Pack, Microsoft SharePoint, Software Deployment, Software Engineering, Virtualization Technology, VMware VSphere, Wide Area Networks, Firewalls (Computer Science), Information Technology, SolarWinds (Software), Cloud Migration, Cisco, Servicenow, Vulnerability Analysis - **Published:** July 19, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=5d299670c5a6d794 ## About the Role * Proven experience managing IT support teams within fast-paced environments with strong leadership skills in supervising technical staff. * Extensive knowledge of computer networking concepts including LAN/WAN architecture, DHCP, DNS, VPNs, remote access software, and network engineering principles. * Hands-on experience with virtualization platforms such as VMware vSphere; cloud services like AWS and Azure; server management including Windows Server (Active Directory) and Linux systems. * Strong familiarity with ITSM tools such as ServiceNow or Jira for incident tracking; SolarWinds or similar network monitoring solutions; Microsoft Office Suite (Word, Excel, PowerPoint). * Deep understanding of cybersecurity practices including network security protocols, firewall management, information security policies, and disaster recovery planning. * Certification in relevant areas such as ITIL foundation or higher; Cisco certifications (CCNA/CCNP) are advantageous. * Demonstrated project management skills with experience leading cross-functional technology initiatives using Agile methodologies. * Excellent communication skills with the ability to convey technical concepts clearly to non-technical stakeholders. * Analytical mindset with strong problem-solving capabilities; ability to prioritize tasks effectively under pressure. * Knowledge of databases such as Microsoft SQL Server; experience with SharePoint administration; understanding of software development processes is a plus. ## Description We are seeking a dynamic and experienced Service Desk Manager to lead our IT support operations, ensuring seamless delivery of technical services across the organization. This role offers an exciting opportunity to oversee a dedicated team responsible for providing exceptional support, managing complex IT infrastructure, and driving continuous improvement initiatives. As a pivotal member of our technology leadership, you will foster a proactive service culture, optimize support processes, and ensure the stability and security of our IT environment. Your expertise will empower users and enhance operational efficiency through innovative solutions and strategic management., * Manage and maintain core IT infrastructure components including Active Directory, Windows Server environments, VMware vSphere, Linux systems, and network devices such as Cisco routers and firewalls. * Coordinate software deployment, system updates, security patches, and configuration management to ensure optimal performance and security compliance. * Develop and implement IT policies, procedures, and standards aligned with ITIL best practices to streamline operations and improve service delivery. * Drive projects related to network infrastructure upgrades, cloud migrations (AWS, Azure), disaster recovery planning, and business continuity strategies. * Collaborate cross-functionally with vendors, stakeholders, and internal teams to manage vendor relationships, hardware/software procurement, and contract negotiations. * Monitor network performance using SolarWinds or similar tools; troubleshoot connectivity issues across LAN/WAN environments; ensure robust network security measures are in place. * Lead efforts in information security management including access controls, data protection policies, vulnerability assessments, and compliance audits. * Foster a culture of continuous improvement by analyzing support metrics, identifying training needs, and implementing process enhancements., Join us to lead our IT service excellence journey! This role offers an engaging environment where your leadership will directly impact operational success while supporting innovative technology solutions that empower our organization's growth. ## Related Videos - [How Cisco embraced a DevOps culture within its network engineering team](https://www.wearedevelopers.com/videos/99-how-cisco-embraced-a-devops-culture-within-its-network-engineering-team) - [Docker network without Docker](https://www.wearedevelopers.com/videos/1418-docker-network-without-docker) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Autism in Tech](https://www.wearedevelopers.com/videos/427-autism-in-tech) - [Computer Vision from the Edge to the Cloud done easy](https://www.wearedevelopers.com/videos/263-computer-vision-from-the-edge-to-the-cloud-done-easy) - [Docker exec without Docker](https://www.wearedevelopers.com/videos/1094-docker-exec-without-docker) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Should Tech Managers Be Developers First? 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