Tier 1 Service Desk Manager

Position Overview

The Tier 1 Service Desk Manager is responsible for overseeing day-to-day operations of the Tier 1 Service Desk for the Department of Energy. This role ensures timely, professional, and compliant delivery of first-level IT support services while meeting or exceeding Service Level Agreements (SLAs), customer satisfaction targets, and federal security and operational requirements.

The Tier 1 Service Desk Manager leads a team of Tier 1 technicians, serves as the primary point of contact for Tier 1 operations, and works closely with Tier 2/3 support teams, program management, cybersecurity, and government stakeholders to ensure seamless service delivery.

Key Responsibilities

Operational Management

Manage daily operations of the Tier 1 Service Desk, including staffing, scheduling, call volume management, and queue monitoring
• Ensure compliance with contract requirements, SLAs, KPIs, and performance metrics
• Monitor ticket lifecycle to ensure timely resolution, escalation, and documentation
• Serve as the escalation point for complex or high-visibility Tier 1 issues

Leadership & Team Management

• Lead, mentor, and supervise Tier 1 Service Desk staff
• Conduct performance reviews, coaching, and corrective actions as needed
• Ensure staff maintain required certifications, training, and security compliance
• Foster a customer-focused, mission-driven service culture

Process & Quality Improvement

• Implement and maintain ITIL-aligned service desk processes (Incident, Request, Knowledge, and Escalation Management)
• Identify trends, recurring issues, and opportunities for process improvement
• Develop and maintain Tier 1 procedures, scripts, and knowledge base articles
• Support continuous service improvement initiatives

Customer & Stakeholder Engagement

• Act as the primary point of contact for Tier 1 service delivery
• Participate in service review meetings and operational briefings
• Address customer concerns and satisfaction issues proactively
• Support audits, inspections, and contract compliance reviews

Reporting & Documentation

• Produce and deliver required operational reports (daily, weekly, monthly)
• Track and report on SLA compliance, call metrics, ticket volumes, and customer satisfaction
• Maintain accurate documentation in accordance with federal and contract standards

Required Skills & Competencies

• Strong leadership and team management skills
• Excellent written and verbal communication skills
• Customer service mindset with attention to detail
• Ability to manage high-volume, high-visibility environments
• Strong analytical and problem-solving abilities
• Ability to work effectively with government stakeholders

Required Qualifications

• Bachelor's degree and 10+ years of IT service desk or technical support experience
• 2+ years of supervisory or management experience in a help desk or service desk environment
• Experience supporting government or large enterprise IT environments
• Strong knowledge of ITIL frameworks and service desk best practices
• Experience with ServiceNow
• Familiarity with SLAs, KPIs, and contract performance management

Preferred Qualifications

• ITIL v4 Foundation certification
• #cboss

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