Service Desk Manager

Overview

Apex Systems is seeking an experienced Service Desk Manager to support a mission-critical federal program. This position will lead a team of Service Desk technicians responsible for delivering exceptional customer support and maintaining secure, reliable IT operations in a fast-paced environment. The ideal candidate has experience managing service desk operations, leading technical teams, and supporting enterprise IT environments within the federal space.

Responsibilities

• Lead and mentor a team of Service Desk technicians
• Monitor, prioritize, and manage incoming support requests and incidents
• Coordinate with multiple technical teams and stakeholders to resolve issues
• Ensure delivery of exceptional customer service and user support
• Manage system functionality and operational efficiency
• Develop and maintain documentation, procedures, and knowledge base articles
• Escalate and track critical incidents through resolution
• Drive process improvements and operational excellence

Required Qualifications

• Active Top Secret/SCI Clearance
• U.S. Citizenship
• 5+ years of relevant IT support, systems administration, or service desk experience
• Previous leadership or team management experience
• CompTIA Security+ Certification
• ITIL Certification
• Strong communication, reporting, and documentation skills
• Experience supporting enterprise-level IT environments

Top Skills

• Service Desk Management
• Team Leadership
• IT Operations
• Incident Management
• Customer Support
• Communication
• Documentation
• Problem Solving

Location: Newington, VA (100% Onsite)
Clearance Required: Active TS/SCI
Employment Type: 6 month contract to permanent conversion with client

Interested candidates should send an updated resume to resumes@apexsystems.com for immediate consideration.