Service Desk Manager

About the role

HII Mission Technologies has an opportunity for a Service Desk Manager to join our team in Springfield, VA. The Service Desk Manager provides strategic and operational leadership for end-user support services, driving a forward-leaning, proactive approach to service delivery. You will lead a team of approximately six technicians and manage daily desktop support activities to ensure incidents, requests, and escalations are handled promptly and professionally.

Responsibilities

• Mature service desk operations by implementing best practices, standardizing processes, and continuously improving efficiency, service quality, and user satisfaction.
• Anticipate customer and organizational needs, identify opportunities for automation and optimization, and ensure the service desk evolves from a reactive support function to a value-driven, performance-oriented capability.
• Foster a high-performing team environment through active mentorship, coaching, and professional development of staff.
• Establish clear performance expectations, promote accountability, and cultivate a culture of continuous improvement and customer focus.
• Cook up with IT Operations teams to ensure seamless escalation, incident resolution, and alignment with broader IT service management objectives.
• Enhance service delivery outcomes while positioning the team to scale and adapt to changing mission and business demands through data-driven decision-making and strong leadership.

Requirements

• Bachelor's Degree in related field with 7+ years of progressive hands-on experience providing technical support to IT systems (call center, service desk, deskside support, etc).
• 3+ years leading and managing service desk personnel and essential functions.
• Prior experience and demonstrated expertise in developing, managing, and documenting service-oriented processes such as Incident Management, Problem Management, Request Management, and Knowledge Management.
• Implementing service improvement processes in response to performance metrics and/or service level agreements (SLAs).
• Utilizing commercial-off-the-shelf (COTS) service desk ticketing systems such as ServiceNow.
• Developing and analyzing service desk metrics and capitalizing opportunities for continuous improvement.
• Writing professional routine technical correspondence and documentation such as standard operating procedures, charts, reports, presentations, and user notifications.
• TS/SCI clearance required with ability to obtain Poly.

Preferred Requirements

• ServiceNow IT service management modules (Incident, Problem, Request, and Knowledge).
• Leading and managing tasks and personnel across geographically distributed work force.
• Working with/across multi-disciplinary teams and operational managers (IT Ops Manager, Cybersecurity Operation Center Manager) to provide notification of issues and courses of action.
• ITIL Foundations V3 or V4 with formal training or certification on the following ITIL modules: Service Operations, Operational Support and Analysis, Continual Service Improvement, or equivalent.

Benefits

The listed salary range for this role is intended as a good faith estimate based on the role's location, expectations, and responsibilities. When extending an offer, HII's Mission Technologies division takes a variety of factors into consideration which include, but are not limited to, the role's function and a candidate's education or training, work experience, and key skills.

Pay

Anticipated Salary Range: $94,352.00 - $122,000.00

Schedule

N/A