Service Desk Manager

Evolver Federal is seeking a Service Desk Manager to satisfy a requirement for a potential government client.

Responsibilities:

The Service Desk Manager provides daily oversight and leadership to a team responsible for delivering front-line technical support to end users. This includes managing service desk operations such as phone and in-person assistance for issues related to email systems, user directories, standard Windows desktop applications, and any custom or contract-specific software solutions. The manager ensures that staff serve effectively as the first point of contact for diagnosing and resolving hardware and software problems, including PC and printer troubleshooting. In addition to supervising personnel, the Service Desk Manager is responsible for maintaining service quality standards, optimizing support workflows, monitoring performance metrics, and ensuring timely resolution of user issues. They also play a key role in coordinating with other IT teams, implementing process improvements, and communicating service desk policies and expectations to both staff and stakeholders.

Basic Qualifications:

• Associates degree or 10 years of progressive leadership in equivalent experience
• 5 years of experience managing an IT service desk
• COMPTIA A+ certification
• Information Technology Infrastructure Library (ITIL) v4 Foundations certification

Preferred Qualifications:

• Proven ability to lead teams and drive effective initiatives
• Skilled in designing and implementing employee training programs and performance
• enhancement strategies
• In-depth understanding of desktop and laptop hardware, including peripherals
• Strong proficiency in Windows 10 and macOS, as well as widely used office productivity tools
• Experienced in using issue tracking platforms like ServiceNow to log, monitor, and resolve
• technical requests
• Exceptional written and verbal communication capabilities
• Adept at problem-solving and conducting thorough research to support decision-making

Evolver Federal is an equal opportunity employer and welcomes all job seekers. It is the policy of Evolver Federal not to discriminate based on race, color, ancestry, religion, gender, age, national origin, gender identity or expression, sexual orientation, genetic factors, pregnancy, physical or mental disability, military/veteran status, or any other factor protected by law.

Actual salary will depend on factors such as skills, qualifications, experience, market and work location. Evolver Federal offers competitive benefits, including health, dental and vision insurance, 401(k), flexible spending account, and paid leave (including PTO and parental leave) in accordance with our applicable plans and policies.