Service Desk Operations Manager Project Manager II

Leading with our people Digital Consultants mission is to deliver the highest level of professional solutions while being a trusted partner and advisor to our customers. With a culture of practicality opportunity and creativity we remain dedicated to being honest trustworthy respectful and ethical in everything we do. We are a certified SBA 8(a) small disadvantaged business that supports multiple IT customers within the Federal civilian and private sectors. Digital Consultants also offers our employees growth opportunities competitive wages and a full benefits package. Our founding principles Fairness and Common Sense make working here more than a job; its the Digital family.

Position Description:

Digital Consultants is seeking a Service Desk Operations Manager / Project Manager II. The Operations Manager / Project Manager will ensure consistent highquality TSD service delivery including Tier I Internal and External Support and coordination with Tier II support teams. This role requires a deep understanding of ITSM workflows and realtime service desk operations including supervisory management resource planning and incident response.

Position Duties:

• Manage all Tier I support operations 24x7x365
• Provide supervisory oversight ensuring staffing coverage at all locations and across all shifts
• Monitor ticket queues adjust staffing during volume surges and escalate major incidents per SOPs
• Develop and implement daily operational metrics and AfterAction Reports
• Oversee resolution workflows for systems including VPN (Global Protect Zscaler) PIV login Outlook Microsoft Office and CBP custom apps
• Maintain compliance with documented SOPs and quality assurance protocols
• Develop and conduct training programs to enhance team skills and knowledge.
• Build strong relationships with key stakeholders to understand their needs and gather feedback for continuous improvement.
• Identify areas for process improvement and lead initiatives to enhance service quality and operational efficiency.

• Clearance: CBP Background Investigation (BI).
• Bachelors Degree in IT Computer Science Information Systems or related area of study in preferred
• Minimum 3 years of service desk supervisory experience
• Strong command of IT service delivery tools and protocols
• Experience with enterprise IT environments (hardware/software/network support)
• Experience in managing change within an IT organization including implementing new processes or systems.
• Strong analytical skills to assess data and make datadriven decisions for improving service performance.
• Skilled in workload balancing team coaching and escalation management
• Familiarity with HDI/ITIL practices
• Physical Requirements: The candidate with or without reasonable accommodation must physically be able to sit or stand for long periods of time; requires the frequent use of hand dexterity with personal computer equipment; requires extended periods of using computer screens; may require occasional lifting of objects up to 50 lbs. (i.e. case of copy paper).

The salary range for this position is $110000 to $130000.

The company offers the following benefits to permanent fulltime employees:

• Paid Time Off (PTO)
• Group health plans
• Income protection and supplemental benefits401(k) plan with company matching Health Savings Account (HSA)
• Flexible Spending Account (FSA)
• Pet insurance options
• Employee Assistance Program (EAP)

Digital Consultants an inclusive and welcoming company is fully committed to hiring and retaining a diverse workforce without regard to race color religion sex (including pregnancy gender identity and sexual orientation) genetic information national origin age 40 or older) disability Veterans status or any other protected characteristic.

We provide reasonable accommodations to individuals who need assistance during any part of the employment process. If you need assistance navigating Digital Consultants job openings or applying for a position please send an email to or call. Please provide your contact information and let us know how we can assist you.