Location
Washington, DC, United States
Posted
July 19, 2026
Job Description
Description
We are seeking a proactive and dynamic Service Desk Manager to lead our hybrid Tier 1/Tier 2 service desk team. This role is responsible for overseeing a team of four agents that supports approximately 600 users. The ideal candidate will not only manage daily operations but also drive process improvement, foster a culture of proactivity, and ensure a high level of professionalism and customer service. This is a hands-on role for a leader who is comfortable interacting with executive-level clients and is dedicated to improving the user experience beyond just meeting SLAs.
Key Responsibilities
Team Leadership: Oversee the daily operations of the service desk team, including scheduling, task management, and ensuring coverage from 7 AM to 8 PM, Monday through Friday.
Hands-On Support: Actively participate in service desk activities, including imaging machines, creating new user accounts, and other IT support work that borders on system administration. Be willing to ...
We are seeking a proactive and dynamic Service Desk Manager to lead our hybrid Tier 1/Tier 2 service desk team. This role is responsible for overseeing a team of four agents that supports approximately 600 users. The ideal candidate will not only manage daily operations but also drive process improvement, foster a culture of proactivity, and ensure a high level of professionalism and customer service. This is a hands-on role for a leader who is comfortable interacting with executive-level clients and is dedicated to improving the user experience beyond just meeting SLAs.
Key Responsibilities
Team Leadership: Oversee the daily operations of the service desk team, including scheduling, task management, and ensuring coverage from 7 AM to 8 PM, Monday through Friday.
Hands-On Support: Actively participate in service desk activities, including imaging machines, creating new user accounts, and other IT support work that borders on system administration. Be willing to ...