> Markdown version of [/jobs/ext/1857116-service-desk-manager](https://www.wearedevelopers.com/jobs/ext/1857116-service-desk-manager). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Service Desk Manager - **Company:** GovCIO - **Location:** United States - **Experience:** Expert - **Salary:** $168,000.0 - **Contract:** Permanent contract - **Skills:** Agile Methodology, Data Analysis, Microsoft Office, Servicenow - **Published:** July 11, 2026 - **Apply:** https://www.clearancejobs.com/jobs/9023829/service-desk-manager ## About the Role * Experience managing a team responsible for addressing tickets in ServiceNow * 10+ years of experience in IT service delivery, help desk, or customer support operations. * Strong leadership and team management experience in a technical support environment * Proven success managing service desks in large enterprise environments * Expertise in SLA development, tracking, and reporting * Advanced analytical and problem-solving skills * Strong interpersonal and relationship management abilities * Excellent written and verbal communication skills * Ability to translate technical concepts for non-technical audiences * Proficiency in Microsoft Office and service management tools, specifically ServiceNow * Working knowledge of diagnostic and troubleshooting utilities * Exceptional organizational skills and attention to detail * Ability to prioritize and execute in high-pressure environments Required Certification upon start * ITILv4+ Foundation Certification * PMP certification * Agile certification Clearance Required: Must be able to attain and maintain a US MINT Public Trust ## Description * Technical, Project and Operation Management of service desk operations and Asset Management * Develop and implement process improvements to enhance service desk efficiency and customer satisfaction. * Monitor key performance indicators and prepare regular reports for management review. * Coordinate training sessions for service desk staff to maintain high standards of technical knowledge and customer service. * Lead daily standups to report operational state to Mint leadership and other stakeholders. Conduct weekly status meeting. * Provide input for contract deliverable reports. * Lead daily operations of the Customer Service Center, supervising both onsite and remote technical support staff * Ensure delivery of high-quality Tier I, II, and (VIP/"white glove") support services at remote sites. * Serve as the primary escalation point for complex or high-priority incidents and requests * Use ITIL practices to promote problem management to proactively respond or eliminate incidents * Manage ticket queues, ensuring timely resolution and adherence to SLAs * Coordinating the execution of change requests through US Mint's standard change management lifecycle * Develop, refine, and enforce escalation procedures and service workflows * Analyze service desk metrics to identify trends, gaps, and opportunities for improvement * Drive continuous improvement initiatives through data analysis, automation, and process optimization * Oversee and maintain a high-quality knowledge base and solutions repository * Continually develop, edit, and curate KM articles and SOPs * Coordinate communication for outages, incidents, and emergency activities * Review customer satisfaction data and implement improvements to enhance user experience * Advise leadership on operational risks, escalation needs, and support requirements * Work with ServiceNow team to develop workflows for asset management and business processes (such as onboarding and offboarding). Leadership & Team Development * Train, coach, and mentor Service Desk and Desktop Support staff (Tier I-II) * Support employee development and career progression * Schedule staff and ensure appropriate coverage for all support operations * Foster a collaborative, customer-focused team environment ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Data Science in Retail](https://www.wearedevelopers.com/videos/586-data-science-in-retail) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [Data Science on Software Data](https://www.wearedevelopers.com/videos/162-data-science-on-software-data) - [SRE Methods In an Agency Environment](https://www.wearedevelopers.com/videos/348-sre-methods-in-an-agency-environment) - [Robots are coming into the wild! Full-Stack Robotics Engineers, be ready!](https://www.wearedevelopers.com/videos/479-robots-are-coming-into-the-wild-full-stack-robotics-engineers-be-ready) ## Related Articles - [From developer to manager – what does it take to become an engineering manager?](https://www.wearedevelopers.com/magazine/42-from-developer-to-manager-what-does-it-take-to-become-an-engineering-manager) - [Should Tech Managers Be Developers First? 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