Service Desk Manager

NetImpact Strategies has an opportunity for a Service Desk Manager supporting a federal customer's enterprise IT Service Desk and End User Support Services program. This leadership role is responsible for the day-to-day management, performance oversight, and operational excellence of a 24x7x365 IT service desk environment, including contact center operations and in-person support functions. The Service Desk Manager ensures high-quality incident and request management, drives SLA performance, oversees staff development, and promotes continuous service improvement while maintaining compliance with federal IT security and operational standards; this position is onsite in Washington, DC.

Responsibilities

Lead daily operations of the enterprise IT Service Desk, including Tier I and Tier II contact center and in-person support teams.
• Supervise service desk personnel, including scheduling, workload balancing, performance management, and professional development.
• Ensure incidents and service requests are properly triaged, documented, categorized, prioritized, and resolved in accordance with federal ITSM processes.
• Monitor and report on SLA performance metrics, including response times, resolution rates, and customer satisfaction scores.
• Manage service desk queues within the designated ITSM platform (e.g., ServiceNow) to ensure workflow efficiency and data integrity.
• Oversee knowledge management processes, ensuring accurate and up-to-date knowledge base content.
• Identify trends, recurring issues, and performance gaps, and implement corrective actions or process improvements.
• Coordinate with Tier III teams, engineering groups, A/V support, embedded teams, and logistics functions to resolve escalated issues.
• Support major incident management activities and ensure timely communication during high-impact events.
• Develop and implement service desk procedures, standard operating procedures (SOPs), and training materials.
• Ensure staff compliance with federal information security requirements, Controlled Unclassified Information (CUI) handling standards, and access control policies.
• Assist in workforce planning, recruitment, onboarding, and retention strategies to maintain adequate staffing levels.
• Participate in quality assurance reviews and continuous improvement initiatives aligned with contractual requirements.

Required Qualifications

• Associate degree in Information Technology, Computer Science, Business, or related field (or equivalent experience).
• Minimum of 5 years of experience managing an IT service desk or contact center environment.
• Demonstrated leadership experience supervising technical support teams.
• Strong knowledge of Windows operating systems, desktop hardware, and enterprise productivity applications.
• Experience using an enterprise ITSM platform such as ServiceNow to manage tickets, workflows, and reporting.
• CompTIA A+ certification.
• ITIL v4 Foundation certification.
• Experience developing training programs and performance improvement plans.
• Strong analytical, organizational, and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to obtain and maintain a federal contractor fitness determination (background investigation and continuous vetting).

Preferred Qualifications

• Experience managing service desk operations in a federal government or large enterprise environment.
• Experience overseeing 24x7x365 support operations.
• Familiarity with SLA-driven performance environments and quality assurance programs.
• Experience supporting VIP or executive-level users.
• Knowledge of continuous improvement methodologies and process optimization.

Location Requirement

• Position is onsite in Washington, DC.
• Supports a 24x7x365 operational environment and may require schedule flexibility to address escalations or service disruptions.
• May require occasional coordination with other supported federal facilities.

Perks of working at NetImpact Strategies

• Your health comes first - we offer comprehensive medical, dental, & vision insurance that starts the first of the month after you join the team
• Invest in your future - 401(k) Plan - Immediately vested employer contributions; no matching required
• Work hard, play hard - we offer a generous Paid Time Off (PTO) policy and observe ALL ten (10) federal holidays
• Pawsitively pawesome - Pet Insurance (because our little critters are part of our families, too!)
• Invest in your education - Tuition reimbursement, internal training programs, & company-sponsored industry certifications
• Be part of a dynamic and collaborative work environment recently ranked by The Washington Post as a Top Work Place in 2019 & 2020!
• Have fun and celebrate and give back - Team building activities, community volunteering, quarterly HQ days, & an offsite annual awards banquet

ABOUT US

NetImpact Strategies Inc. (NetImpact) has been a Trusted Advisor driving impact through digital transformation for the Federal Government for over a decade. We solve complex problems with innovation and agility to create meaningful, transformative, and enduring change. As Trusted Advisors, NetImpact professionals partner with customer agencies to deliver solutions that empower them to not only meet their missions but also realize their strategic vision through agile, outcome-focused solutions addressing both strategic and tactical requirements. We design and implement comprehensive, tailored solutions that are both mindful of the client's culture and organizational dynamics. NetImpact's core values and commitment to a customer and results-oriented delivery approach has propelled our growth and enabled us to deliver impactful value across Strategic Consulting, Process Automation, Cloud, DevSecOps, Data and Analytics, and Cyber Security for the Federal Government.

ACCESSIBILITY NOTE

NetImpact Strategies is committed to complying with all applicable provisions of the Americans with Disabilities Act, as amended ("ADA"), and applicable state and local laws. It is NetImpact's policy not to discriminate against any qualified person or applicant with regard to any terms or conditions of employment on the basis of such individual's disability. Consistent with this policy of non-discrimination, NetImpact will provide reasonable accommodations to an individual with a disability, as defined in the ADA or applicable law, who has made NetImpact aware of his/her disability, unless doing so would cause undue hardship to NetImpact. If you are an applicant and need reasonable accommodation when applying for job opportunities within NetImpact, or request reasonable accommodation to utilize NetImpact's online employment application, please contact careers@netimpactstrategies.com.

EQUAL OPPORTUNITY EMPLOYER

NetImpact is committed to the development of a creative, diverse, and inclusive work environment. In order to provide equal employment and advancement opportunities to all individuals, employment decisions at NetImpact will be based on merit, qualifications, and abilities. NetImpact does not discriminate against any person because of race, color, creed, religion, sex (including gender identity, sexual orientation, and pregnancy), marital status, national origin, disability, age, veteran status, genetic information or any other characteristic protected by federal, state, and local laws (referred to as "protected status").