Service Desk Manager

Role purpose: Leads customer’s single-tier, AI-enabled Service Desk and is accountable for intake-to-closure incident ownership, Tier Zero knowledge management, escalation governance, performance dashboards, and executive/VIP support.

Core responsibilities

• Direct a remote-friendly single-tier Service Desk model in which technicians own incidents and requests from intake through closure, minimizing handoffs and improving customer satisfaction.
• Stand up and continuously improve Tier Zero capabilities including self-service portals, knowledge repositories, virtual agents, and plain-language help content.
• Oversee ticket quality, categorization, prioritization, root-cause documentation, and escalation discipline across daily operations.
• Use AI-enabled service operations practices such as intelligent routing, predictive maintenance, trend detection, and automated troubleshooting to reduce downtime and recurring tickets.
• Manage staffing levels, customer-to-technician ratios, onsite surge support, after-hours coverage, and event support for leadership and mission-critical activities.
• Run monthly governance reviews and real-time dashboard reporting on SLA performance, escalations, trends, risks, customer effort, and improvement actions.
• Partner with PMO, cybersecurity, and engineering teams to maintain end-to-end support readiness for devices, collaboration tools, identity issues, and post-migration stabilization.

• Bachelor’s degree in information systems, computer science, business, or related field; equivalent experience may be considered.
• 10+ years of IT service management and service desk experience, including 5+ years leading enterprise support teams.
• Hands-on experience with omnichannel ticketing, knowledge management, incident/problem management, and customer-experience metrics.
• Demonstrated ability to lead executive support, escalation management, root-cause analysis, and service reporting in a fast-paced federal environment.
• Experience with Zendesk, ServiceNow, Slack, M365, Jamf/Intune, and AI-enabled service desk tooling.
• ITIL Managing Professional or ITIL 4 Foundation.
• HDI Support Center Manager or equivalent service desk leadership credential.

Preferred qualifications / certifications

• Prior experience scaling support operations for a distributed workforce with strong CSAT performance.

Professional development assistance, 401(k), Health insurance, Retirement plan, 401(k) matching, Paid time off, Vision insurance, Health savings account, * 401(k)

• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Vision insurance