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# Service Desk Manager

- **Company:** Chenega Corporation
- **Location:** Arlington, VA, United States
- **Experience:** Expert
- **Salary:** $131,600
- **Contract:** Permanent contract
- **Skills:** Identity and Access Management, Issue Tracking Systems, Knowledge Management, Remote Service Software, SC Clearance, Information Technology
- **Published:** November 13, 2026
- **Apply:** https://dejobs.org/x/x/F08B303584B8430C846E6FF99720952D/job/

## About the Role

* Bachelors degree in computer science, Information Technology, or related field preferred.
 * 8+ years of experience managing a technical support team.
 * Must meet DoD 8140.01 (IAM-1) requirements.
 * Must have a Top-Secret Clearance and SCI eligible.

Knowledge, Skills and Abilities:

 * Experience in a fast-paced, high-growth environment
 * Strong understanding of ITIL framework and best practices.
 * Experience with Jira Service desk ticketing systems and remote support tools.
 * Excellent communication, interpersonal, and leadership skills.
 * Strong analytical and problem-solving abilities.
 * Ability to work independently and as part of a team.

## Description

Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional development is embedded in your employers core culture? If so, Chenega Military, Intelligence & Operations Support (MIOS) could be the place for you! Join our team of professionals who support large-scale government operations by leveraging cutting-edge technology and take your career to the next level!, We deliver essential technology services to our customers in support of their missions to sustain the national security and economic interest of our nation. SecuriGence is seeking a talented Service Desk Manager to Service contribute to our success. Come Service us solve problems with Innovation Through Intelligence., * Lead, mentor, and motivate a team of Service Desk Technicians, fostering a positive and collaborative work environment.

 * Conduct regular performance evaluations, identify training needs, and provide coaching and development opportunities.
 * Manage team schedules, ensuring adequate coverage to meet service level agreements (SLAs).
 * Oversee onboarding, and training of new Service Desk Technicians.
 * Establish and maintain service level agreements (SLAs) for response and resolution times.
 * Monitor and analyze Service desk performance metrics (e.g., ticket volume, resolution time, customer satisfaction) to identify areas for improvement.
 * Implement industry best practices for incident management, problem resolution, and knowledge management.
 * Develop and maintain comprehensive documentation for Service desk processes, procedures, and knowledge base articles.
 * Manage and maintain the Service desk ticketing system, ensuring accurate tracking, and reporting of all support requests.
 * Provide technical guidance and support to the Service Desk team, escalating complex issues as needed.
 * Proactively identify and troubleshoot recurring technical issues.
 * Collaborate with other IT teams to resolve escalated issues and implement long-term solutions.
 * Foster a customer-centric culture within the Service Desk team, emphasizing professionalism, empathy, and effective communication.
 * Ensure timely and accurate communication with customers regarding their support requests.
 * Manage customer expectations and escalations effectively.
 * Gather customer feedback and identify opportunities to improve the overall customer experience.
 * Other duties as assigned.