Senior Service Desk Manager

Company Description

Citizant is a leading provider of professional IT services to the U.S. government. We seek to address some of our country's most pressing challenges in the areas of Agile application development, Enterprise Data Management, Enterprise Architecture, and Program Management support services - focusing on the U.S. Departments of Homeland Security and Treasury. We strive to hire only ethical, talented, passionate, and committed "A Players" who already align with the company's core values: Drive, Excellence, Reputation, Responsibility, and a Better Future. No matter how large we grow, Citizant will retain its collaborative, supportive, small-company culture, where successful team effort to address external and internal customer challenges is valued above all individual contributions.

About the Role

We are seeking a Service Desk Manager to lead a high-performing, customer-focused IT Service Desk that supports a distributed workforce. This role is ideal for an experienced service desk leader who thrives in an "own it to close" environment and is passionate about building modern support experiences through self-service, knowledge management, automation, and AI-enabled support. You will oversee day-to-day service desk operations, drive continuous improvement through analytics and governance, and ensure the team delivers timely, high-quality resolutions with minimal handoffs.

• Schedule/Coverage: Service Desk coverage is provided daily from 6:00 AM-9:00 PM ET. This role may support regional onsite business hours and participate in an after-hours on-call rotation for mission-critical or executive-level support needs
• Location: Remote (with occasional onsite support as needed)

Key Responsibilities:

Lead Service Desk Operations

• Manage daily Service Desk operations, ensuring incidents and service requests are handled from intake through closure.
• Establish and enforce best practices for ticket quality, categorization, prioritization, documentation, and resolution.
• Ensure a consistent, customer-first experience with clear communication and strong follow-through.

Build a Tier Zero / Self-Service Experience

• Design and expand self-service capabilities, including a knowledge base, FAQs, step-by-step guides, and video tutorials.
• Improve and maintain a searchable, easy-to-use, continuously updated knowledge repository.
• Partner with internal stakeholders to enhance portals, virtual agents, and automation features to increase self-service adoption and reduce repeat issues.

Drive Automation and AI-Enabled Support

• Implement automation-first approaches to improve resolution speed and consistency.
• Leverage AI-enabled capabilities such as proactive issue detection, intelligent routing, trend analysis, and automated troubleshooting to strengthen service outcomes.

Escalation Management and Performance Oversight

• Own the escalation process, ensuring high-impact issues are quickly routed, resolved, and communicated with appropriate visibility.
• Track and analyze trends, recurring issues, and drivers of escalation to reduce future incidents.
• Provide performance reports and dashboards that highlight service metrics, risk areas, and opportunities for improvement.
• Lead or support recurring operational reviews/governance forums focused on service performance and continuous improvement.

Support Events and Executive Needs (as required)

• Coordinate or provide end-to-end IT and AV support for meetings and events, including setup, testing, and troubleshooting.
• Ensure adequate staffing coverage and resource planning for high-priority needs.

Required Experience

• 10+ years ITSM/Service Desk; AND 5+ years' experience managing support teams
• Proven success in operating an enterprise service desk with strong customer satisfaction and performance outcomes
• Strong working knowledge of ITSM practices (incident, request, problem management) and escalation management
• Demonstrated experience building and governing knowledge bases and self-service support experiences
• Experience using analytics and reporting to drive continuous improvement

Education

• Bachelor's degree in IT, Computer Science, Information Systems, Cybersecurity, or related field (or equivalent relevant experience)

Certifications

• ITIL Managing Professional.
• HDI Support Center Manager

Security Requirements

• U.S. Citizenship required
• Ability to obtain and maintain a Public Trust background investigation

Citizant offers a competitive benefits package, including:

• Medical, dental, and vision insurance
• 401(k)
• Generous PTO
• Company-paid life and disability insurance
• Flexible Spending Accounts (FSA)
• Employee Assistance Program (EAP)
• Tuition Assistance & Professional Development Program

Additional information

Citizant strives to be an employer of choice in the Washington metropolitan area. Citizant associates accept challenging and rewarding work and in return receive excellent compensation and benefits, as well as the opportunity for personal and professional development.

Citizant is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.