Service Desk Manager

Empower AI

. Lead the external-facing Tier 0 / Tier I Service Desk as senior technical decision-maker and lead analyst .

Posted 10/6/2026full-timeQuantico • Virginia • United StatesSeniorLead💰 $133,650 - $206,860 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates extensive experience in managing enterprise IT service desks, focusing on incident analysis, resolution strategies, and performance improvement. Proficient in leading teams, developing training programs, and enhancing customer satisfaction through effective service delivery.

Highest-signal resume keywords

Enterprise IT Service Desk ManagementExpert Troubleshooting Across Windows 10/11ServiceNow ITSM Platform ExperienceDoD 8570/8140 IAT Level I CertificationFirst Contact Resolution Improvement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident AnalysisRoot Cause AnalysisTicket Quality ReviewsPerformance Data ValidationKnowledge ManagementSLA AdherenceAnalyst OnboardingCoaching InitiativesEscalation Criteria DefinitionProblem Resolution Action Plans

Soft Skills

Excellent Written CommunicationExcellent Verbal CommunicationIndependent JudgmentDiscretion in Decision-MakingMentoring Analysts

Tools & Technologies

ServiceNowMicrosoft 365Active DirectoryVPNCommon Enterprise Applications

Certifications & Qualifications

CompTIA A+ CENetwork+ CESecurity+ CECCNA-SecuritySSCP

Industry Keywords

Tier 0 Service DeskTier I Service DeskCustomer Satisfaction Score (CSAT)Continuous EvaluationContinuous Vetting

Tech Stack

Tools & technologies

Cyber SecurityITSMServiceNowTypeScript

About the role

Key responsibilities & impact

Lead the external-facing Tier 0 / Tier I Service Desk as senior technical decision-maker and lead analyst
Analyze complex incidents and service requests, determine root cause and business impact, and decide resolution strategy, priority, and escalation
Manage shift-level queues, contact volumes, ticket aging, analyst workload, SLAs, First Contact Resolution targets, and ticket quality
Design and administer Tier I quality assurance reviews and determine coaching and corrective actions
Analyze Tier 0/I trends and escalation data; prepare After-Action Reviews, Root Cause Analyses, and Problem Resolution Action Plans
Govern knowledge base articles, standard operating procedures, and Virtual Agent content to improve Tier 0 self-service and First Contact Resolution
Define escalation criteria, resolver group routing rules, and Tier I enablement recommendations with technical and application teams
Validate performance data for customer support dashboards and reports; interpret CSAT and Customer Effort Score results and recommend improvements
Develop analyst onboarding and training programs, evaluate readiness, and act as shift lead in the Supervisor's absence
Support an enterprise IT Service Desk for a Department of War agency serving approximately 13,000 users across multiple security enclaves

Requirements

What you’ll need

Bachelor's degree and a minimum of 10 years of related experience; a Master's degree with 8 years of related experience, or an additional 4 years of related experience in lieu of a degree, may be substituted
Must be a U.S. Citizen
Must have an TS/SCI to start
Must be within investigation scope and/or currently enrolled in Continuous Evaluation / Continuous Vetting
Must possess and maintain a current DoD 8570/8140 IAT Level I baseline certification prior to performing cybersecurity-related duties, such as CompTIA A+ CE, Network+ CE, Security+ CE, CCNA-Security, or SSCP
Ability to work independently, analyze problems, determine appropriate action, and exercise discretion and independent judgment
Minimum of 10 years of progressive experience in enterprise IT service desk, help desk, or end-user support, including lead or senior analyst experience
Expert troubleshooting across Windows 10/11, Microsoft 365, Active Directory, network connectivity, VPN, printers, mobile devices, and common enterprise applications
Extensive experience with an enterprise ITSM platform such as ServiceNow, including reporting, knowledge management, and queue management
Experience improving First Contact Resolution, SLA adherence, and customer satisfaction through process, knowledge, and coaching initiatives
Experience performing ticket quality reviews, mentoring analysts, and delivering training
Ability to work assigned shifts within a 6:00 a.m. to 8:00 p.m. ET core schedule and willingness to work extended-hours shifts if assigned
Excellent written and verbal communication skills, including briefing supervisors and Government stakeholders on performance and trends

Benefits

Comp & perks

Military Friendly Employer recognition and support for active-duty and veteran employees
Total compensation package
Up to 10% travel involved