Senior Service Desk Manager

Day to Day Roles and Responsibilities

• Serve as the senior leader for all IT service desk operations under Task 2 of the NNSA OST IT Support PWS
• Lead, motivate, and mentor a team of Tier I and II service desk professionals, fostering a collaborative and high-performance team culture
• Manage the day-to-day resolution of service desk tickets, incidents, and requests in compliance with contractually defined SLAs
• Perform and oversee Tier III problem resolution, walking NNSA OST end-users through advanced troubleshooting steps and classifying issues by level, priority, and nature
• Track, analyze, and report KPIs and SLA performance metrics to program management and government stakeholders; identify and implement areas for continuous improvement
• Administer and optimize the ServiceNow ITSM platform including incident, request, change, and knowledge management modules
• Collaborate with internal stakeholders and business units across NNSA OST locations to align IT support with operational goals and mission requirements
• Ensure a high standard of customer service is maintained, addressing escalated issues and serving as the final escalation point for complex or sensitive support cases involving NNSA OST end-users
• Identify opportunities for process improvement and implement streamlined workflows to optimize service desk efficiency and effectiveness
• Conduct regular training sessions and provide ongoing coaching to service desk staff to enhance technical skills and customer service capabilities
• Stay current with industry best practices and emerging technologies to continuously enhance service desk capabilities
• Cook up with the Network Operations Team Lead and Server Operations Team Lead to restore services and resolve root-cause issues affecting NNSA OST end-users
• Provide advanced technical advice and guidance on installation, configuration, and enhancement of IT products and programs used by NNSA OST personnel
• Prepare and present service desk performance reports, trend analyses, and improvement recommendations to program management and government stakeholders

Basic Qualifications

• A High School diploma and 12 years of experience, may have supervisory or management experience
• Must be a U.S. Citizen
• Must have the ability to obtain/maintain a DOE Q Clearance (equivalent to a Top Secret clearance) and be eligible for access to Sensitive Compartmented Information (SCI) and Special Access Programs (SAP).
• Minimum of 10 years of progressive IT experience, with at least 3 years in a service desk management or IT operations leadership role
• Experience managing enterprise Service Desk operations using ServiceNow or an equivalent ITSM platform.
• Experience leading Tier I and Tier II service desk teams, including escalation management across Tier I, II, and III support.
• Experience supporting enterprise end user computing environments, including Windows workstations, hardware, software, peripherals, and basic network connectivity.
• Experience implementing automation, AI enabled service desk capabilities, or intelligent ITSM solutions to improve ticket routing, resolution, and operational efficiency.
• Experience managing SLA performance, reporting metrics, and service delivery in mission critical environments.
• Experience supporting secure federal environments and familiarity with FISMA, NIST SP 800-53, and related cybersecurity requirements.
• Demonstrated leadership experience managing, mentoring, and developing technical support personnel.

Preferred Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field
• Proven experience managing IT Service Desk teams and end-user support functions in a federal government or DoD/DoE environment preferred
• Active DOE Q Clearance (equivalent to DoD Top Secret)
• Experience managing Service Desk operations supporting 500+ end users across multiple geographic locations.
• Experience leading teams of 5 or more Tier I and Tier II Service Desk technicians.
• Experience supporting federal IT contracts valued at $10M or greater.
• Experience leading major technology refreshes, ITSM platform migrations, or organizational transformation initiatives.
• Experience implementing AI driven chatbots, virtual agents, automated ticket classification, or ServiceNow AI capabilities.
• Experience with ServiceNow administration, workflow development, reporting, dashboards, and performance analytics.