Service Desk Manager

About the role

Manages daily operations of the OCIO Service Desk supporting USPTO users. Provides technical and administrative direction to service desk staff. Ensures adherence to SLAs, SOPs, and quality standards. Coordinates staffing, reporting, and continuous service improvement.

Responsibilities

• Manages daily operations of the OCIO Service Desk supporting USPTO users.
• Provides technical and administrative direction to service desk staff.
• Ensures adherence to SLAs, SOPs, and quality standards.
• Captures and implements feedback to improve service delivery.
• Coordinates staffing, reporting, and continuous service improvement.

Requirements

• Required U.S. Citizenship required; Favorable Tier 1 Investigation (or immediate NBIS T1 suitability eligibility)
• Minimum five (5) years of successful Tier 1 support services leadership experience or equivalent
• 4-year degree in STEM, or substantial equivalent recent specialized experience in lieu
• Current ITIL certification
• Ability to work onsite from local contractor facility in Virginia
• Preferred Help Desk Institute (HDI) Support Center Manager or related HDI certification

Qualifications

• Functional responsibility includes managing the day-to-day operations of the Service Desk.
• Experience in leading and managing a team of support desk technicians.
• Knowledge of ITIL best practices and ISO 20000 standards.
• Strong communication and interpersonal skills.
• Ability to prioritize tasks and manage time effectively.

Skills

• Technical proficiency in Microsoft Office Suite and other relevant software.
• Excellent problem-solving and troubleshooting abilities.
• Strong customer service orientation.
• Ability to handle multiple priorities and deadlines.

Benefits

• Competitive 401(k) plan with employer matching
• Competitive Health Benefits with employer contributions
• 11 Paid Holidays per year
• 15 Days starting PTO for new hires
• Tuition/CE reimbursement
• Relocation Assistance
• Pre-Tax Commuter Benefit Accounts
• STD/LTD/Life Insurance with buyup options
• Conversion to an Employee-owned firm (ESOP) in 2026—a lucrative benefit to employee-owners!

Pay

Salary range: $80,000 - $120,000 annually

Schedule

Full-time position, Monday through Friday, 8:00 AM - 5:00 PM