> Markdown version of [/jobs/ext/2025629-service-desk-manager](https://www.wearedevelopers.com/jobs/ext/2025629-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:** Huntington Ingalls Industries, Inc.
- **Location:** Springfield, VA, United States
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Decision Support Systems, Issue Tracking Systems, Information Technology Operations, Servicenow
- **Published:** August 11, 2026
- **Apply:** https://us.experteer.com/career/view-jobs/service-desk-manager-springfield-va-usa-58896779

## About the Role

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

## Description

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


## Related Videos

- [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management)
- [Augmented Intelligence for transport planning: Human in the Loop Modelling](https://www.wearedevelopers.com/videos/72-augmented-intelligence-for-transport-planning-human-in-the-loop-modelling)
- [Recruiting in 2025: Will AI Help or Take Over?](https://www.wearedevelopers.com/videos/1301-recruiting-in-2025-will-ai-help-or-take-over)
- [From Global Capability Centers to AI-Powered Command Centers](https://www.wearedevelopers.com/videos/100096-from-global-capability-centers-to-ai-powered-command-centers)
- [Stop building features. Start building impact.](https://www.wearedevelopers.com/videos/2031-stop-building-features-start-building-impact)
- [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases)

## 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)
- [A Guide to Green Tech and Green IT Careers](https://www.wearedevelopers.com/magazine/374-a-guide-to-green-tech-and-green-it-careers)
- [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers)
- [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated)
- [Technical Documentation For Developers](https://www.wearedevelopers.com/magazine/128-technical-documentation-for-developers)
- [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology)