Job Summary
The Service Desk Manager leads a technical support team and oversees service desk operations. This role focuses on developing technicians, meeting service commitments, and delivering dependable technical assistance supported by clear, professional communication with customers.
Responsibilities
- Lead, mentor, and motivate a team of service desk technicians.
- Manage service level agreements and monitor performance metrics to support service quality and accountability.
- Oversee onboarding activities for team members.
- Apply ITIL best practices to service desk processes and operations.
- Ensure customers receive high-quality technical support and effective communication.
Qualifications
- At least 8 years of experience managing a technical support team.
- Bachelor’s degree in a related field.
- Active Top-Secret clearance with SCI eligibility.
- Meets the requirements of DoD 8140.01 at the IAM-1 level.
SecuriGence provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
