Service Desk Manager - TS/SCI Cleared

Responsibilities: of the Service Desk Manager: Lead, mentor, and manage a team of Service Desk technicians supporting daily operations. Manage Service Desk personnel schedules and workload distribution. Review, prioritize, and oversee customer incident and service request tickets. Coordinate with technical teams and functional work centers to resolve issues efficiently. Monitor service desk performance and ensure adherence to service standards and SLAs. Escalate complex technical issues when required and drive resolution efforts. Prepare operational reports, service metrics, status updates, and leadership briefings. Maintain accurate documentation and reporting of incidents, requests, and operational activities. Ensure customers receive timely, effective, and high-quality support. Support a fast-paced, mission-focused environment while maintaining operational excellence. Qualifications: of the Service Desk Manager: Active TS/SCI clearance required. 5+ years of IT support, Service Desk, or related technical experience. Previous experience leading or supervising technical support teams preferred. CompTIA Security+ certification required. ITIL Foundation certification required. Strong communication and customer service skills. Excellent documentation, reporting, and briefing capabilities. Proven troubleshooting and problem-solving experience. Experience working in collaborative team environments. Technical degree, formal technical training, or relevant industry certifications. Experience supporting government or DoD environments preferred. Cisco Certified Network Associate (CCNA) certification preferred.