Service Desk Manager (ITIL 4 Certified)
Location: Washington, DC
Work Authorization: US Citizen
Job Summary
We are seeking a Service Desk Manager to lead the Technical Service Desk operations and oversee the full lifecycle of IT incidents and problems. This role ensures efficient service delivery, operational stability, and adherence to IT service management best practices.
Key Responsibilities
Lead and manage the IT Service Desk team and daily operations
Oversee incident, problem, and service request management processes
Ensure SLA compliance and service quality standards
Drive continuous improvement in IT service delivery
Coordinate with infrastructure and application teams for issue resolution
Required Skills & Qualifications
Strong practical experience with ITIL 4 Framework (Service Operation focus)
ITIL 4 Foundation Certification (required)
Experience managing enterprise-level IT service desks
Strong leadership and communication skills