Service Desk Manager
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Job Location:
Alexandria, VA - USA
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Service Desk Manager
Certifications: ITIL Certification v3 or Higher v4 preferred and HDI Certification.
Help Desk Institute (HDI) certifications
Position Overview
Nationwide IT Services NIS is seeking a Service Desk Manager for a potential opportunity to provide leadership and operational oversight for a Tier 1 and Tier 2 specialized support desk within a large-scale enterprise IT environment.
This role is responsible for oversight of complex multi-task contact center operations supporting high-volume inquiries from the public across multiple communication channels.
The Service Desk Manager ensures service quality workforce management operational efficiency SLA compliance and continuous service improvement within a structured federal IT environment.Minimum Qualifications
Education
The Service Desk Manager shall demonstrate:
The Service Desk Manager shall:
Certifications: ITIL Certification v3 or Higher v4 preferred and HDI Certification.
Help Desk Institute (HDI) certifications
Position Overview
Nationwide IT Services NIS is seeking a Service Desk Manager for a potential opportunity to provide leadership and operational oversight for a Tier 1 and Tier 2 specialized support desk within a large-scale enterprise IT environment.
This role is responsible for oversight of complex multi-task contact center operations supporting high-volume inquiries from the public across multiple communication channels.
The Service Desk Manager ensures service quality workforce management operational efficiency SLA compliance and continuous service improvement within a structured federal IT environment.Minimum Qualifications
Education
- Bachelors degree (BA/BS) in Computer Science Engineering Mathematics Business Management or a related field.
- Equivalent combination of education and relevant experience may be considered.
- Required: Current ITIL Certification.
- Preferred: One or more Help Desk Institute (HDI) certifications with HDI Support Center Director strongly preferred.
The Service Desk Manager shall demonstrate:
- Proven experience managing a Tier 1 and Tier 2 specialized support desk in a large complex enterprise environment.
- Experience supporting 10000 users in a high-volume service environment.
- Direct oversight of:
- Call management operations
- Account management functions
- Performance reporting and metrics analysis
- Workforce management and staffing optimization
- Experience working within help desks or call centers of a similar technical domain workload duration and operational complexity.
- Strong understanding of IT service management best practices and continuous service improvement methodologies.
The Service Desk Manager shall:
- Provide Tier 1 and Tier 2 management oversight and operational leadership.
- Ensure compliance with ITIL-based service management processes.
- Monitor performance metrics and ensure SLA adherence.
- Oversee workforce planning scheduling and performance optimization.
- Implement quality assurance and customer satisfaction improvement initiatives.
- Deliver accurate and timely operational reporting to Government stakeholders.
- Ensure exceptional customer experience across all support channels.
Why Join Nationwide IT Services
Nationwide IT Services is a trusted government contractor supporting Department of Defense customers. We offer the opportunity to work on high-impact cybersecurity missions alongside experienced professionals in a collaborative and growth-focused environment.Required Experience:
Manager
Key Skills
- Editorial
- Catering
- B2C
- Camp
- Computer Engineering
