Service Desk Manager

Experteer Overview As Service Desk Manager, you lead end-user support delivery and drive a proactive, value-driven service desk. You will mentor a small team, standardize processes, and advance automation to improve incidents, requests, and user satisfaction. You will partner with IT Operations to align with service management goals and scale the desk to changing mission demands. This role fits within Warfare Systems, shaping reliable, customer-focused support for critical national security systems. You’ll have a tangible impact on service quality and operational performance while leading with a growth mindset. Compensation / Benefits * Mature service desk operations by applying best practices and standardized processes * Identify automation opportunities and optimize service delivery * Lead and coach a team of ~6 technicians with clear performance expectations * Foster continuous improvement and customer focus across the desk * Coordinate with IT Operations to ensure effective escalation and incident resolution * Utilize data-driven decision making to improve service outcomes and scalability Tasks * Bachelor’s degree in related field * 7+ years of hands-on IT technical support experience * 3+ years leading service desk personnel * Experience developing and documenting ITSM processes (Incident, Problem, Request, Knowledge) * Proven ability to implement service improvements via metrics and SLAs * Experience with ServiceNow or similar ticketing systems * Ability to produce routine technical documentation and communications * TS/SCI clearance with ability to obtain Poly Key requirements * best-in-class medical, dental and vision * 401(k) Savings Plan * tuition reimbursement * paid holidays and paid time off * employee discounts * wellness resources

Identify and incident resolution * Utilize data-driven decision making to improve service outcomes and scalability Tasks * Bachelor’s degree in related field * 7+ years of hands-on IT technical support experience * 3+ years leading service desk personnel * Experience developing and documenting ITSM processes (Incident, Problem, Request, Knowledge) * Proven ability to implement service improvements via metrics and SLAs * Experience with ServiceNow or similar ticketing systems * Ability to produce routine technical documentation and communications * TS/SCI clearance with ability to obtain Poly Key requirements * best-in-class medical, dental and vision * 401(k) Savings Plan * tuition reimbursement * paid holidays and paid time off * employee discounts * wellness resources