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# Service Desk Manager

- **Company:** Turbo Federal, LLC
- **Location:** Washington, DC, United States
- **Experience:** Expert
- **Salary:** $130,000.0 - $150,000.0
- **Contract:** Permanent contract
- **Skills:** Artificial Intelligence, Collaborative Software, Information Systems, Knowledge Management, Office365, Microsoft InTune, Information Technology, Slack, Casper Suite, Zendesk, Servicenow
- **Published:** May 19, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=08cad8c4512949c7

## About the Role

* 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.

## Description

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.


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