Service Desk Manager
Alexandria, VA
Full Time
Experienced
Service Desk Manager
Certifications: Current ITIL 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
Experience Requirements
The Service Desk Manager shall demonstrate:
Key Responsibilities
The Service Desk Manager shall:
Certifications: Current ITIL 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.
Education
- Bachelor’s 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 10,000+ 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.Apply for this position
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