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Service Desk Manager

• Posted 6 hours ago • Updated 6 hours ago

Full Time

USD $140,000.00 - 168,000.00 per year

GovCIO

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Job Details

Skills

Recruiting
Operations Management
Process Improvement
Training
Customer Service
Supervision
ITIL
Problem Management
Change Management
Continuous Improvement
Data Analysis
Process Optimization
Knowledge Base
Editing
Knowledge Management
Customer Satisfaction
User Experience
Workflow
Asset Management
Business Process
Onboarding
Team Building
Mentorship
Service Desk
Remote Support
Training And Development
IT Service Management
Help Desk
Customer Support
Leadership
Team Management
Technical Support
Management
SLA
Reporting
Analytical Skill
Conflict Resolution
Problem Solving
Relationship Management
Communication
Microsoft Office
Service Management
ServiceNow
Organizational Skills
Attention To Detail
PMP
Agile
Security Clearance

Recruiting
Operations Management
Process Improvement
Training
Customer Service
Supervision
ITIL
Problem Management
Change Management
Continuous Improvement
Data Analysis
Process Optimization
Knowledge Base
Editing
Knowledge Management
Customer Satisfaction
User Experience
Workflow
Asset Management
Business Process
Onboarding
Team Building
Mentorship
Service Desk
Remote Support
Training And Development
IT Service Management
Help Desk
Customer Support
Leadership
Team Management
Technical Support
Management
SLA
Reporting
Analytical Skill
Conflict Resolution
Problem Solving
Relationship Management
Communication
Microsoft Office
Service Management
ServiceNow
Organizational Skills
Attention To Detail
PMP
Agile
Security Clearance

Summary

GovCIO is currently hiring for a Service Desk Manager to support our US Mint contract needs. This position is located in the Washington, DC area and will be a hybrid on-site/remote.

Responsibilities

Technical, Project and Operation Management of service desk operations and Asset Management
Develop and implement process improvements to enhance service desk efficiency and customer satisfaction.
Monitor key performance indicators and prepare regular reports for management review.
Coordinate training sessions for service desk staff to maintain high standards of technical knowledge and customer service.
Lead daily standups to report operational state to Mint leadership and other stakeholders. Conduct weekly status meeting.
Provide input for contract deliverable reports.
Lead daily operations of the Customer Service Center, supervising both onsite and remote technical support staff
Ensure delivery of high-quality Tier I, II, and (VIP/"white glove") support services at remote sites.
Serve as the primary escalation point for complex or high-priority incidents and requests
Use ITIL practices to promote problem management to proactively respond or eliminate incidents
Manage ticket queues, ensuring timely resolution and adherence to SLAs
Coordinating the execution of change requests through US Mint's standard change management lifecycle
Develop, refine, and enforce escalation procedures and service workflows
Analyze service desk metrics to identify trends, gaps, and opportunities for improvement
Drive continuous improvement initiatives through data analysis, automation, and process optimization
Oversee and maintain a high-quality knowledge base and solutions repository
Continually develop, edit, and curate KM articles and SOPs
Coordinate communication for outages, incidents, and emergency activities
Review customer satisfaction data and implement improvements to enhance user experience
Advise leadership on operational risks, escalation needs, and support requirements
Work with ServiceNow team to develop workflows for asset management and business processes (such as onboarding and offboarding).

Leadership & Team Development

Train, coach, and mentor Service Desk and Desktop Support staff (Tier I-II)
Support employee development and career progression
Schedule staff and ensure appropriate coverage for all support operations
Foster a collaborative, customer-focused team environment

Qualifications

Bachelor's with 15+ years (or commensurate experience)

Required Skills and Experience

Experience managing a team responsible for addressing tickets in ServiceNow
10+ years of experience in IT service delivery, help desk, or customer support operations.

Strong leadership and team management experience in a technical support environment
Proven success managing service desks in large enterprise environments
Expertise in SLA development, tracking, and reporting
Advanced analytical and problem-solving skills
Strong interpersonal and relationship management abilities
Excellent written and verbal communication skills
Ability to translate technical concepts for non-technical audiences
Proficiency in Microsoft Office and service management tools, specifically ServiceNow
Working knowledge of diagnostic and troubleshooting utilities
Exceptional organizational skills and attention to detail
Ability to prioritize and execute in high-pressure environments

Required Certification upon start

ITILv4+ Foundation Certification
PMP certification
Agile certification

Clearance Required: Must be able to attain and maintain a US MINT Public Trust

Posted Salary Range

USD $140,000.00 - USD $168,000.00 /Yr.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 10443217
Position Id: 8503
Posted 6 hours ago

Company Info

About GovCIO

GovCIO is a rapidly growing provider of advanced technology solutions and digital services for the federal government. Combining our extensive federal experience with the latest innovations in IT and disruptive approaches, our experts develop comprehensive solutions to meet the most pressing demands of today’s government agencies. From the U.S. military to Health and Human Services, we have an impressive track record of helping our customers optimize how they operate.

We’re transforming government IT, empowering our federal customers to meet the challenges of today while building the government of tomorrow.

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