Overview
Remote
Depends on Experience
Contract - Independent
Contract - W2
Contract - 24 Month(s)
Skills
Service Desk
ITIL
ServiceNow
ITSM
Job Details
Title: Service Desk Manager - ITIL & SNOW (ServiceNow)
Location: Remote
Term: On-going contract (multi-year)
Seeking a Service Desk Supervisor to lead and oversee Tier 1 and Tier 2 IT support operations supporting a federal government client. The ideal candidate will bring proven experience managing enterprise-level IT Service Desks in compliance-driven environments, possess deep knowledge of ITIL frameworks, and demonstrate a customer-first approach to service delivery.
This individual will serve as a key contributor to team leadership, performance monitoring, SLA compliance, and continuous improvement initiatives.
Key Responsibilities:
- Supervise and mentor a team of Tier 1 and Tier 2 IT support analysts
- Ensure service desk incidents are properly logged, tracked, escalated, and resolved in compliance with SLAs
- Implement and enforce ITIL-based best practices in incident, request, and problem management
- Drive improvements in customer satisfaction and end-user experience
- Monitor performance metrics and develop regular reporting on service levels and operational KPIs
- Support onboarding, training, and scheduling of help desk staff
- Participate in new business transition activities, team readiness assessments, and customer briefings
- Collaborate with stakeholders to continuously optimize support workflows and service delivery processes
Required Qualifications:
- 8+ years of experience in IT operations or service desk environments
- 2+ years of experience in a supervisory or team lead capacity
- Experience supporting federal clients and mission-critical systems
- Strong communication, leadership, and conflict-resolution skills
- Strong knowledge and experience with ServiceNow
- Solid understanding of ITIL-based service desk metrics and reporting
- Ability to manage teams in high-paced, compliance-regulated environments
Desired Certifications (Candidates must have a minimum of 2):
- ITIL 4 Foundation
- ITIL 4 Practitioner: Service Desk
- HDI-Support Center Manager (HDI-SCM)
- ServiceNow Certified Implementation Specialist ITSM (CIS-ITSM)
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.