IT Service Manager

The Senior Manager, IT Customer Support leads and manages all aspects of customer-facing IT services for a large, highly regulated public-sector organization. This role oversees the IT Service Desk, desktop support operations, and client device management, while driving continuous improvement and maturing IT Service Management (ITSM) processes.

This position plays a critical role in ensuring IT customer support services are efficient, reliable, and tightly aligned with enterprise security initiatives to protect sensitive data and organizational assets.

Supervisory Responsibilities

• Manages one direct-report manager, who oversees a team of 7 8 IT professionals across Service Desk and System Administration functions
• Responsible for leadership development, performance management, and team growth

Key Responsibilities

• Lead and oversee IT Service Desk and end-user support operations for a workforce of 1,000+ users
• Drive continuous improvement of ITIL-based ITSM processes (Incident, Request, Knowledge Management)
• Ensure IT customer support services align with enterprise security and compliance initiatives
• Oversee desktop support, endpoint management, and client device lifecycle management
• Collaborate with executive leadership to define strategy, manage budgets, and report performance metrics
• Support the design, implementation, and management of a Virtual Desktop Environment (VDE)
• Maintain high levels of customer satisfaction, operational efficiency, and service reliability

Education & Experience Requirements

• Any combination of education, training, and experience that meets required KSAs, including:
• Bachelor s degree or equivalent experience in Information Technology or a related field
• Minimum 8 years of progressive experience in Information Technology
• Minimum 3 years of management and supervisory experience leading IT service desk, help desk, or technical support operations for organizations with 1,000+ users
• Experience developing and managing ITIL-based ITSM processes
• Prior experience implementing or supporting a Virtual Desktop Environment

Knowledge & Understanding

• Broad and in-depth understanding of IT management, leadership, and service delivery
• Strong working knowledge of enterprise infrastructure technologies and internally developed applications
• Understanding of organizational policies, procedures, tools, and methodologies
• Strong understanding of Windows and macOS operating systems, enterprise networking, and security best practices
• Familiarity with remote support technologies and modern end-user computing solutions
• Knowledge of technologies supporting Virtual Desktop Environments

Skills

• Excellent verbal, written, and interpersonal communication skills
• Strong organizational and time management skills; ability to manage multiple priorities
• Effective project management and cross-functional leadership skills
• Proficiency with Windows environments, MS Office (Word, Excel, PowerPoint), and Google Workspace
• Proficiency with enterprise ticketing systems (e.g., ServiceNow, Zendesk, Cherwell, SolarWinds Web Help Desk)

Abilities

• Ability to pass a comprehensive background and clearance process
• Ability to contribute to strategic planning, budgeting, and executive reporting
• Ability to work independently while collaborating effectively within teams
• Ability to handle confidential information with discretion
• Ability to build, motivate, and retain high-performing teams
• Strong analytical and problem-solving skills, including root cause analysis and solution development
• Willingness to embody organizational core values related to integrity, excellence, and collaboration

Additional Job Demands

• Ability to lift up to 20 pounds occasionally and 10 pounds frequently
• Typical office environment with no substantial exposure to adverse conditions

Selective / Preferred Qualifications

• Bachelor s degree in Information Technology, Computer Science, or related field
• ITIL Certification (ITIL 4 Foundation or higher)
• Experience leading people managers
• Experience working in government or highly regulated environments
• Experience with Enterprise Service Management (ESM) platforms
• Experience with Continuous Improvement or Lean methodologies

Required Skills

• 8+ years of progressive IT experience
• 3+ years managing large-scale IT service desk or support teams
• ITIL-based ITSM process leadership
• Enterprise ticketing system experience