Service Desk Operations Manager
Service Desk Operations Manager
Posted on :
12-09-2025
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1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
12-09-2025
Job Description
Service Desk Operations Manager
Clearance: U.S. Citizen (must pass a Federal Background Investigation)
Location: On-site Capitol Hill Washington D.C.
Nationwide IT Services (NIS) is seeking a Service Desk Operations Manager for a potential opportunity to provide leadership supervision and operational oversight for our on-site and off-site Tier 1 and 2 IT service desk team supporting a high-profile Federal Government client on Capitol Hill.
This role is responsible for ensuring that the service desk team delivers timely efficient and professional first-level support to end users across desktop laptop and peripheral hardware; standard Windows and Mac OS applications; enterprise software; and locally deployed applications. The Operations Manager will also be responsible for mentoring staff improving service desk processes and ensuring compliance with client requirements and the industrys best practices.
The ideal candidate will bring strong leadership skills technical expertise and a proven record of managing high-performing service desk teams in dynamic environments.Key Responsibilities
About Nationwide IT Services:
NIS is an IT and Management consulting company and is a CVE-verified Service-Disabled Veteran-Owned Small Business. Our mission is to deliver value-added services to our customers leveraging technology people and industry best practices to implement innovative solutions through our trusted employees and team members.
Our benefits package includes medical dental and vision insurance life and disability insurance a 401(k) plan with employer match paid holidays PTO (sick/vacation) commuter benefits an employee assistance program (EAP) and educational reimbursement as well as pet insurance.
Nationwide IT Services Inc. provides equal employment opportunities (EEO) to all qualified applicants for employment without regard to race color religion sex national origin sexual orientation gender identity genetics disability or protected veteran status.
Clearance: U.S. Citizen (must pass a Federal Background Investigation)
Location: On-site Capitol Hill Washington D.C.
Nationwide IT Services (NIS) is seeking a Service Desk Operations Manager for a potential opportunity to provide leadership supervision and operational oversight for our on-site and off-site Tier 1 and 2 IT service desk team supporting a high-profile Federal Government client on Capitol Hill.
This role is responsible for ensuring that the service desk team delivers timely efficient and professional first-level support to end users across desktop laptop and peripheral hardware; standard Windows and Mac OS applications; enterprise software; and locally deployed applications. The Operations Manager will also be responsible for mentoring staff improving service desk processes and ensuring compliance with client requirements and the industrys best practices.
The ideal candidate will bring strong leadership skills technical expertise and a proven record of managing high-performing service desk teams in dynamic environments.Key Responsibilities
- Provide daily supervision and directions to service desk staff delivering phone in-person and ticket-based support.
- Ensure timely resolution of incidents and service requests serving as an escalation point when needed.
- Oversee troubleshooting of hardware/software PC issues printer problems and desktop application support.
- Manage issue tracking systems (e.g. ServiceNow) to monitor document and report service desk activities.
- Develop and implement employee training programs and performance improvement plans.
- Enforce service desk standards and procedures to ensure consistent high-quality support.
- Identify areas for process improvement and implement strategies to increase efficiency and user satisfaction.
- Coordinate with other IT teams to escalate and resolve complex technical issues.
- Provide reporting and metrics on service desk performance to government leadership and NIS management.
- Foster a collaborative customer-focused team culture with an emphasis on professional growth.
- Associates degree or equivalent combination of education and professional experience.
- 5 years of experience managing an IT service desk in a medium-to-large organization.
- Demonstrated leadership abilities in supervising technical staff.
- Experience designing and implementing employee training and development programs.
- Strong working knowledge of desktop and laptop hardware and peripherals.
- Proficiency with Windows 10 and macOS operating systems as well as standard office applications.
- Experience using and managing tickets within an issue tracking system (e.g. ServiceNow).
- Excellent written and verbal communication skills.
- Strong problem-solving analytical and research skills.
- CompTIA A certification.
- ITIL v4 Foundations certification.
- Bachelors degree in information technology Computer Science or related field.
- Experience supporting IT service desk operations within federal government environments.
- Familiarity with knowledge management practices for IT service desks.
- Be part of a mission-focused team delivering essential IT services to a high-visibility government client.
- Collaborative culture that values leadership professional development and service excellence.
- Competitive salary and a comprehensive benefits package.
- Opportunities for growth through certification support and career advancement.
- Must be a U.S. Citizen and able to pass a Federal Background Investigation.
- This position is onsite only (Capitol Hill Washington D.C.). Remote or hybrid work is not available.
About Nationwide IT Services:
NIS is an IT and Management consulting company and is a CVE-verified Service-Disabled Veteran-Owned Small Business. Our mission is to deliver value-added services to our customers leveraging technology people and industry best practices to implement innovative solutions through our trusted employees and team members.
Our benefits package includes medical dental and vision insurance life and disability insurance a 401(k) plan with employer match paid holidays PTO (sick/vacation) commuter benefits an employee assistance program (EAP) and educational reimbursement as well as pet insurance.
Nationwide IT Services Inc. provides equal employment opportunities (EEO) to all qualified applicants for employment without regard to race color religion sex national origin sexual orientation gender identity genetics disability or protected veteran status.
Required Experience:
Manager
Employment Type
Full-Time
Key Skills
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