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# Service Desk Manager

- **Company:** Defense, Llc
- **Location:** Washington, DC, United States
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Adobe Acrobat, Image Management, Issue Tracking Systems, Knowledge Management, Microsoft Office, Microsoft InTune
- **Published:** October 27, 2026
- **Apply:** https://www.thejobnetwork.com/job/a3438bca-23a5-4cbe-b208-90f09f9e0c3b/service-desk-manager

## About the Role

* 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

## Description

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.