Service Desk Manager

About the role

This role is contingent upon a contract award. ICF is seeking an experienced Service Desk Manager to lead delivery of a modern, AI-enabled IT service desk supporting a federal technology program.

Responsibilities

• Lead day-to-day operations of a single-tier service desk where technicians own incidents and service requests from intake through closure, minimizing handoffs and keeping accountability at the technician level.
• Own service desk performance metrics including CSAT, Customer Effort Score (CES), Tier Zero deflection rate, ticket resolution time, and first-contact resolution.
• Drive continuous improvement against contractual targets.
• Oversee the design, build-out, and ongoing improvement of Tier Zero self-service capabilities, including virtual agents, knowledge portals, and automated troubleshooting tools.
• Coordinate with AI and automation teams to support implementation.
• Maintain a wiki-style, role-based knowledge base with accurate, plain-language content for both end users and technicians.
• Conduct regular content reviews and enforce quality standards to keep the knowledge base current.
• Ensure all tickets are properly categorized, prioritized, documented, and analyzed for root cause.
• Maintain data integrity for reporting and trend analysis.
• Cook up staffing and resource allocation to maintain appropriate customer-to-technician ratios, including surge coverage and specialized onsite support for executive and leadership needs.
• Cook up end-to-end IT and AV support for client meetings and events, including setup, testing, troubleshooting, and event staff coordination.
• Prepare and present service desk performance reporting for governance forums, program management reviews, and client stakeholders.
• Apply ITIL-based service management practices across the service desk.
• Promote an automation-first approach using AI for predictive maintenance, intelligent routing, and proactive issue detection.
• Support after-hours on-call coverage for mission-critical and high-priority incidents as directed by client leadership.

Requirements

• Bachelor's degree or equivalent 7+ years of experience managing IT service desk or end-user support operations, including at least 3 years in a federal or government-adjacent environment.
• 2+ years of experience designing or operating Tier Zero and AI-enabled self-service capabilities, including virtual agents or chatbot-based resolution tools.
• 2+ years supporting federal programs in HHS, NIH, FDA, or other health-focused agencies.
• ITIL Foundation certification or equivalent.
• 3+ years of hands-on experience with ITSM platforms such as ServiceNow or Jira Service Management.
• U.S. Citizenship required due to federal contract requirements.
• Ability to obtain and maintain a Public Trust background investigation.
• Candidate must reside in the US, be authorized to work in the US, and work must be performed in the US.

Qualifications

• HDI Support Center Manager certification or equivalent.
• Experience using data and analytics to manage service desk performance, including dashboard-driven reporting and ticket trend analysis.
• Familiarity with Section 508 and WCAG accessibility compliance requirements for digital content and tools.
• Familiarity with modern endpoint environments such as Intune or Jamf as context for service desk triage and escalation.

Skills

• Strong leadership and operational management skills.
• Excellent communication and interpersonal skills.
• Proficient in ITSM platforms like ServiceNow or Jira Service Management.
• Experience with AI and automation tools.
• Knowledge of ITIL best practices.
• Ability to manage multiple priorities and meet deadlines.

Benefits

ICF offers a comprehensive benefits package including health insurance, retirement plans, paid time off, and more. Details are subject to change and are provided as of the date of this posting.

Pay

The pay range for this position based on full-time employment is: $89,261.00 - $151,744.00

Schedule

This is a hybrid position based in the Washington, DC Metro area. Onsite client support is required during regional business hours (0700 to 1800 local time).