Service Desk Manager
Service Desk Manager
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Job Description
Role: Service Desk Manager
Employment Type: FullTime
Workplace Type: Onsite
Location: Bethesda MD USA
Were seeking an experienced Service Desk Manager to oversee the daily operations of our federal client! Youll lead a team of technicians monitor performance metrics and drive continuous improvement through ITILbased processes. Ready for your next step in IT support and leadership Apply today.
KEY RESPONSIBILITIES:
- Oversee daily IT Service Desk operations for more than 600 staff members and manage afterhours oncall support for VIP users.
- Ensure incident and request resolution aligns with SLAs and ITIL best practices.
- Supervise a team of service desk technicians coordinating schedules and fostering professional growth.
- Drive user satisfaction through prompt issue resolution and highquality service delivery.
- Prepare service desk performance reports and maintain documentation in ServiceNow.
- Identify and implement process improvements to enhance efficiency and effectiveness.
KEY REQUIREMENTS:
- Bachelors degree in Information Technology Computer Science or a related field.
- Minimum of 10 years in IT support with at least 5 years managing an IT service desk.
- ITIL Managing Professional (MP) or higher certification.
Who We Are
Comtech is an award winning customeroriented fullservice IT solutions provider serving the Civilian Federal Government the Department of Defense and other Agencies. In the finance and medical sector Comtech offers IT solutions to help financial and healthcare organizations comply with regulatory requirements and helps them reduce costs while increasing strategic agility.
Comtech LLC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion sex national origin sexual orientation gender identity disability or protected Veteran status.
Employment Type
Full Time
