Service Desk Manager

Defense Technology Integration is seeking a Service Desk Manager to support a federal government client.

The Service Desk Manager is an onsite position. The candidate will lead a small internal team responsible for delivering responsive, reliable IT support. This role will oversee day-to-day service desk operations, coordinate incident and request resolution, manage service levels and escalations, and drive continuous improvement through effective communication, reporting, and knowledge management., * Lead and support the small internal service desk team.

• Manage incidents, service requests, and ticket resolution.
• Monitor and manage service level agreements.
• Oversee escalation management and timely issue resolution.
• Coordinate team scheduling and service desk coverage.
• Prepare and maintain performance reports.
• Develop and maintain knowledge management practices.
• Drive service improvement initiatives and communicate with stakeholders.
• Prepare weekly and monthly Service Level Agreement reports
• Communicate effectively with clients and service desk team.

• 7+ years of experience in IT service desk management.

• Experience with commercial off-the-shelf applications and hardware: *

• Microsoft Office suites M365
• Adobe Acrobat
• Microsoft Intune
• Windows 11
• Dell desktops and laptops
• Desktop image management
• Network account management
• Telecommunications and collaboration systems management
• Ivanti Service Manager software ticketing system
• Desktop system administration