Service Desk Operations Manager

1 week ago

Washington, Washington, D.C., United States HumanTouch LLC Full time

This role supports an IT Service Desk at a U.S. federal government organization. The Operations Manager is a full-time, on-site position, managing the Service Desk and Service Desk personnel.

The Operations Manager:

  • Serve as the primary on-site liaison with the COR or designee(s) to ensure alignment with contract and client objectives.
  • Provide direct supervision and daily management of all Service Desk and deskside support personnel.
  • Oversee both call center and deskside support teams to maintain high levels of service quality and responsiveness.
  • Resource load and allocate technicians based on workload, priorities, and evolving operational requirements.
  • Evaluate, coach, and hold accountable all subordinate staff, taking appropriate actions to support performance improvement, retention, and mission success.
  • Ensure that all contractual requirements are met and that all deliverables are completed accurately and submitted on schedule.
  • Lead efforts to develop, update, maintain, and retire documentation, including SOPs, knowledge base articles, checklists, and related operational materials.
  • Establish and maintain effective working relationships with the COR, CO, CIO, and other key management stakeholders.
  • Promote and contribute to a culture of continuous improvement, operational excellence, and customer satisfaction.

Required Qualifications:

  • Minimum of 5 years of IT service desk/help desk experience, with at least 2 years in a management or leadership role.
  • Authorized to work in the United States
  • Ability to pass a Moderate Background Investigation
  • Ability to pass a SAMHSA Drug Screening test

Preferred Qualifications:

  • Previous experience managing and meeting customer Service Level Agreements (SLAs)
  • Knowledgeable of ITIL processes and tools
  • Previous experience with Cherwell and/or other ticketing systems
  • Previous experience working as a federal contractor

Other Requirements:

  • Ability to leverage learning and content management systems
  • Ability to identify risks and establish priorities in a high energy environment
  • Ability to analyze trends and take corrective action
  • Good organization, negotiation, communication, and process improvement skills

Benefits:

  • Medical, Dental and Vision Coverage
  • 401(k) Matching
  • PTO

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