4,483 Service Desk Manager jobs in the United States

Job Description
- Leadership & Oversight:
  ○ Manage a team of 8+ service desk professionals, including a supervisor and team lead.
  ○ Oversee day-to-day operations across daytime, evening, and overnight shifts.
  ○ Provide escalation support and ensure consistent service quality across all teams.
 - Transformation & Tooling:
  ○ Lead the upgrade and implementation of ITSM tools (currently using Ivanti; evaluating alternatives).
  ○ Drive workflow improvements, waste assessments, and process optimization.
  ○ Champion the adoption of AI agents and automation within the service desk.
 - Service Management:
  ○ Oversee IT Service Management functions including Incident Management, Change Management, and Access Management.
  ○ Develop and execute strategy and planning initiatives aligned with business goals.
  ○ Monitor and report on KPIs and performance metrics to ensure continuous improvement.
 - Customer Experience:
  ○ Prioritize customer delivery and satisfaction in all service desk activities.
  ○ Collaborate with cross-functional teams to enhance service quality and responsiveness.
 - Collaboration & Communication:
  ○ Work closely with third-party teams (e.g., MyChart support) to ensure seamless service transitions.
Communicate effectively with stakeholders and provide regular updates on transformation progress.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: and Requirements
- Proven experience in IT Service Management and Service Delivery leadership.
 - Strong understanding of ITSM frameworks and tools (Ivanti or similar).
 - Demonstrated success in leading transformation initiatives and tool upgrades.
 - Excellent communication, strategic planning, and team management skills.
 - Familiarity with AI-driven service desk solutions is a plus.

**Req ID:** RQ
**Type of Requisition:** Regular
**Clearance Level Must Be Able to Obtain:** Top Secret/SCI
**Public Trust/Other Required:** None
**Job Family:** Program Delivery and Execution
**Skills:**
Budgeting,Business Planning,Customer Relationships
**Experience:**
10 + years of related experience
**US Citizenship Required:**
Yes
**Job Description:**
Seize your opportunity to make a personal impact as a Service Desk Manager. GDIT is your place to make meaningful contributions to challenging projects and grow a rewarding career.
At GDIT, people are our differentiator. As a Service Desk Manager you will help ensure today is safe and tomorrow is smarter. Our work depends on a Manager joining our team to bring professionalism and initiative to a fast-paced environment that offers extensive options for training, certification, and career advancement. When we succeed, you succeed and together our best becomes better.
HOW A SERVICE DESK MANAGER WILL MAKE AN IMPACT
+ Provide program support as a Service Desk Manager
+ Responsible for the daily operations and supervision of a Service Desk team of 50-100 Service Desk Technicians and SMEs
+ Manage the daily activities of the assigned team
+ Responsible for developing and motivating staff while promoting teamwork
+ Work with the Quality Team to address quality issues and improve performance
+ Generated and analyze data from ITSM tools and develop action plans to ensure daily performance metrics are in line with performance SLAs
+ Provide direction to staff members regarding operational issues
+ Responsible for staff scheduling and coverage for the Service Desk hours 24/7/365
+ Perform technician activities when necessary
+ Work with SMEs (training, quality, knowledge management, etc.) to recommend improvements
+ Promote teamwork and skill sharing between other groups and the Service Desk teams
+ Provide financial management oversight for the Task Order and maintain budget guidelines and schedules.
+ Responsible for meeting and communicating program milestones and deliverables.
+ Develop and maintain project plans and schedules.
WHAT YOU'LL NEED TO SUCCEED:
+ 10 or more years of prior relevant experience managing and leading a team of 50-100 personnel
+ 5 or more years of experience related to quality performance of ITSM services
+ Experience leading and managing large cross-functional teams of similar size and scope as this requirement.
+ Proven experience developing strategies to mitigate issues and risks
+ ITIL v3 or ITIL4 and Security + Certifications.
GDIT IS YOUR PLACE:
● 401K with company match
● Comprehensive health and wellness packages
● Internal mobility team dedicated to helping you own your career
● Professional growth opportunities including paid education and certifications
● Cutting-edge technology you can learn from
● Rest and recharge with paid vacation and holidays
The likely salary range for this position is $125,528 - $169,832. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.
Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.
We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.
Join our Talent Community to stay up to date on our career opportunities and events at Opportunity Employer / Individuals with Disabilities / Protected Veterans

TEKsystems is seeking an experienced IT Service Desk Manager for a 6 month contract to hire role with a very reputable organization in Orlando, FL!
Description
Client is seeking a highly skilled and experienced Service Desk Manager to lead and oversee the operations of the Enterprise IT Service Desk. This role is based in Orlando, Florida and operates within a dynamic, fast-paced, and diverse environment. The ideal candidate will possess strong leadership capabilities, technical acumen, and a commitment to delivering exceptional IT support services.
Key Responsibilities:
- Manage the day-to-day operations of the Service Desk, ensuring timely and effective support for end users across the enterprise.
- Oversee both first and second-level support functions, including desk-side services and corporate.
- Ensure service delivery aligns with established Service Level Agreements (SLAs) and organizational standards.
- Apply critical thinking and problem-solving skills to resolve complex technical issues and improve service outcomes.
- Communicate technical problems and solutions clearly and concisely to both technical and non-technical stakeholders.
- Monitor and report on service desk performance metrics, identifying trends and implementing continuous improvement initiatives.
- Ensure adherence to ITIL-aligned processes, including Incident Management, Request Fulfillment, and Problem Management.
- Provide leadership, coaching, and development opportunities to Service Desk staff to foster a high-performance team culture.
Job Responsibilities (Aligned with ITIL Framework):
- Manage and coordinate Service Desk operations in accordance with ITIL best practices, ensuring standardization and efficient handling of incidents, service requests, and escalations.
- Lead the planning, prioritization, and assignment of tasks to Service Desk staff to support consistent and high-quality service delivery.
- Continuously improve customer service processes by conducting regular evaluations, redesigning workflows, and implementing service improvements based on ITIL's Continual Service Improvement (CSI) model.
- Monitor and analyze key performance indicators (KPIs) and service level agreements (SLAs) to ensure compliance and identify opportunities for optimization.
- Collaborate with IT leadership to identify recurring issues, analyze root causes, and implement long-term solutions.
- Ensure that Standard Operating Procedures (SOPs) and ITIL-aligned processes are followed consistently across all Service Desk activities.
- Manage major incident communications and ensure timely resolution in coordination with Incident Management protocols.
- Review customer feedback and complaints to identify trends and implement preventative measures in alignment with ITIL's Service Level Management and Customer Satisfaction practices.
- Ensure the availability of necessary tools, resources, and training to support effective service delivery and staff development.
- Oversee the configuration and management of client systems to ensure they meet business requirements and conform to ITIL Configuration Management and industry standards.
Ideal Candidate Profile:
- Demonstrates strong time and task management skills in a high-demand environment.
- Possesses excellent interpersonal and communication abilities.
- Has a proven track record of managing IT support teams and improving service delivery.
- Is proficient in leveraging service management tools and data to drive decisions.
Additional Skills & Qualifications
Qualifications:
- Minimum of 5 years of experience in IT support or service desk operations, with at least 2 years in a supervisory or managerial role.
- Strong understanding of ITIL principles and practices
- Proven ability to lead and develop high-performing teams in a fast-paced technical support environment.
- Demonstrated experience in managing incident, request, and problem management processes.
- Proficiency in service management tools (e.g., Jira Service Management, or similar platform).
- Excellent analytical, organizational, and decision-making skills, with a focus on continuous service improvement.
- Strong interpersonal and communication skills, with the ability to effectively interact with technical teams, business stakeholders, and end users.
- Experience in monitoring and reporting on service desk metrics and KPIs to drive performance and accountability.
- Ability to manage escalations and resolve complex technical and customer service issues with professionalism and urgency.
Requirements:
- Proven experience managing IT Service Desk operations in a mid-to-large scale enterprise environment.
- Strong knowledge of ITIL framework and service management principles; ITIL Foundation certification required.
- Demonstrated ability to lead teams in incident, request, and problem management processes.
- Experience with service management platforms such as ServiceNow, Jira Service Management, or equivalent.
- Ability to analyze service performance data and implement process improvements based on metrics and KPIs.
- Excellent communication and interpersonal skills, with the ability to manage escalations and interact effectively with stakeholders at all levels.
- Familiarity with SLA and OLA management, and experience ensuring compliance with service delivery standards.
- Technical proficiency in desktop support.
- Ability to manage resources, tools, and training to support continuous improvement and operational excellence.
Skills
Trouble, Tickets, Tier, active, directory, help, desk, troubleshoot, Service desk, Risk assessment, Help desk, management skills, help desk management, kpi, metrics & analysis, itil, jira, Supervisory skills, Office 365, Active directory
Top Skills Details
Trouble,Tickets,Tier,active,directory,help,desk,troubleshoot,Service desk,Risk assessment,Help desk,management skills,help desk management,kpi,metrics & analysis,itil
Pay and Benefits
The pay range for this position is $50.00 - $62.48/hr.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
- Medical, dental & vision - Critical Illness, Accident, and Hospital - 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available - Life Insurance (Voluntary Life & AD&D for the employee and dependents) - Short and long-term disability - Health Spending Account (HSA) - Transportation benefits - Employee Assistance Program - Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a fully onsite position in Orlando,FL.
Application Deadline
This position is anticipated to close on Oct 8, 2025.
h4>About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
About TEKsystems and TEKsystems Global Services
We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

**Deputy Service Desk Manager**
**Epsilon is now part of AMERICAN SYSTEMS!**
We are pleased to announce Epsilon, Inc. has joined AMERICAN SYSTEMS. Together, we're combining our expertise and expanding our resources to enhance support for our customers and create new opportunities for our employees. Epsilon will operate as a wholly owned subsidiary of AMERICAN SYSTEMS until December 31, 2025, transitioning fully to AMERICAN SYSTEMS on January 1, 2026. We're committed to a smooth transition and look forward to what we'll achieve together.
**Read more here:** AMERICAN SYSTEMS Acquires Epsilon, Inc. ( offer competitive compensation, comprehensive benefits through a major national carrier, generous PTO, paid holidays, and immediate 401(k) contribution. Starting January 1st, 2026, you'll gain access to AMERICAN SYSTEMS' benefits package and employee ownership program-details will be shared during your recruiter conversation.
**Compensation:**
The wage range listed represents the potential compensation opportunities for this position. Starting salary will be thoughtfully determined by the hiring manager based on a variety of factors including candidate experience, education, relevant skills, and qualifications brought to the role. The initial offer could be any amount within the posted range, reflecting our commitment to fair and competitive compensation.
**Where you'll work:**
This is a hybrid onsite/remote opportunity where you will report to our corporate office in Greenville, SC and have the flexibility to work from home based on business needs.
**Our Customer's Mission** **:**
Epsilon provides professional and efficient technical support and account management activities for all US Patent and Trademark Office (USPTO) personnel while also providing world class customer service. The Epsilon team is comprised of Service Desk (SD), Enterprise Request Fulfillment/Account Management (ERF), Major Incident monitoring (MI), and Advanced Problem Resolution (APR) technicians. Our Service Desk Agents are the initial point of contact (phone, email or chat) to remedy technical issues, while the APR Team receives escalated tickets, executive support requests, and tier 2 requests. Our ERF team is tasked with account/access management for end users and our MI Team monitors and reports issues affecting enterprise services for USPTO.
**An average day:**
As Deputy Service Desk Manager, you will provide leadership support and guidance to Service Desk Leads. This position will work with others above them in the reporting structure, as well as managers who may be colleagues or direct reports, to collaborate on team performance. In this position you will:
+ Provide site leadership, including workplace direction, evaluations, coaching, performance management, and overseeing day-to-day operations.
+ Oversee and lead a team of Service Desk Agents and Leads.
+ Train new Service Desk Agents and Leads to optimize their performance for customer satisfaction and provide on-going training for continued development.
+ Deploy technicians and assign tasks based on skills needed to remedy individual events and incidents.
+ Act as an escalation point for Service Desk Leads assisting them with service desk issues and site-specific issues.
+ Organize service requests based on the type of service and status (change requests from current end users, new equipment requests from current end users, etc.)
+ Monitor dashboards for customer requests and incidents, customer satisfaction, first call resolution, and incoming phone calls and email queues. Escalate process and policy issues as needed.
+ Work with leadership to support interviewing, orientation, and onboarding staff.
+ Continually look for methods to improve overall end user experience and customer satisfaction and ensure service meets or exceeds Service Level Agreements (SLAs).
+ Ensure continual service improvement; recommend innovative methodologies, techniques, and criteria for projects; and maintain knowledge of workflows and project mapping.
+ Communicate updates and project status effectively and efficiently while handling multiple tasks and competing priorities.
+ Ability to work cross-functionally to understand the key business drivers.
+ Provide technical support over the phone, and/or via email, where appropriate.
**Basic Qualifications:**
+ As a requirement of this position, all candidates must be either a U.S. Citizen or have official legal status in the United States and must have continually resided in the United States for the last two years. In accordance with 8 U.S.C. 1324b(a)(2)(C) , Epsilon will not consider candidates for this position who do not meet the aforementioned conditions.
+ Associate degree or higher in information technology or related field or a high school diploma and relevant information technology certification(s)/training/years of experience in place of degree.
+ Five (5) years or more of information technology experience, including at least three (3) years of leadership experience in a help desk or call center environment.
+ Highly organized with attention to detail and accuracy, and the ability to effectively troubleshoot and prioritize meeting multiple deadlines.
+ Strong leadership qualities, including the ability to coach/train others on both technical matters and customer interactions.
+ Proficiency in Word, Excel, Outlook, database management.
+ Exceptional customer service and interpersonal skills with the ability to communicate effectively, both verbally and in writing with end users in a pleasant and helpful manner in high stress situations.
+ Experience working in a team-oriented, collaborative environment and experience building cross-functional partnerships including exceptional skills in influencing, teamwork, and delivering solutions in a complex and changing environment.
+ Proven ability to run complex processes, navigate organizations, and lead meetings effectively and efficiently.
+ Accountable, proactive, and thoughtful with high attention to detail and strategic problem-solving skills.
+ Experience implementing best practices and tools and monitoring effectiveness and a passion for driving internal process efficiencies involving collaboration across multiple internal teams.
+ ITIL V3 or ITIL V4 Certification desired
**Other Requirements:**
+ Must be able to pass federal background investigation and obtain a Public Trust. ( _This is a federal contract position and requires candidates to obtain and maintain the appropriate level of Security Clearance or Public Trust. Adjudication of the required Security Clearance or Public Trust is determined solely by the government. If the government determines that the candidate cannot obtain and/or maintain the appropriate level of Security Clearance or Public Trust, Epsilon will be unable to place the candidate in this position.)_
**Physical Demands and Working Conditions:**
Listed below are the physical or mental requirements necessary for the job's performance. Reasonable accommodation may be made to enable individuals with disabilities to perform essential job functions:
+ Prolonged periods of computer desk work.
+ Dexterity of hands and fingers to operate a computer keyboard and other computer components.
+ Speaking and hearing are sufficient to converse and understand conversations, both in-person, telephone, and virtual meetings.
+ The cognitive skills needed to complete tasks, including abilities such as learning, remembering, focusing, categorizing, and integrating information for decision-making, problem-solving, and comprehending.
+ Ability to learn new tasks, remember processes, maintain focus, complete tasks independently, make timely decisions in the context of a workflow, and the ability to communicate with managers and co-workers.
+ Mental aptitude to respond appropriately in high-pressure situations or deadline-driven environments.
+ Maintain a professional emotional response when working with others.
Epsilon is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applications will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. EEO/AA: Disabled/Vets.
Please click here ( to review your rights under EEO policy.
If you are an individual with a disability and need special assistance or reasonable accommodation in applying for employment with Epsilon, Inc., please contact our Recruiting department by phone or by email .

SUVI is seeking a Service Desk Manager to oversee and manage Information Technology support services in alignment with the mission of the Government. The ideal candidate will provide leadership for the IT Service Desk team and ensure efficient, effective, and high-quality support across the organization. To join our team of outstanding professionals, apply today!
**Responsibilities**
+ Oversee the daily operations of the organization's IT Service Desk, providing support for computer systems, networks, applications, infrastructure, help-desk services, databases, and other technologies.
+ Identify, research, and resolve complex technical issues in a timely and effective manner.
+ Develop and manage escalation procedures to ensure service level agreements (SLAs) are met.
+ Document, track, and monitor incidents, service requests, and problems to ensure timely resolution.
+ Collaborate with technical teams, service personnel, and end users to coordinate issue resolution and deliver exceptional support services.
+ Contribute to the planning and maintenance of the organization's data technology operations, including computer hardware, software and telecommunications.
+ Participate in the evaluation, development, and recommendation of solutions specific to the entire organization as well as specific solutions for individual departments.
+ Support the organization's transition to new platforms and systems, staying current with emerging technologies to meet evolving business needs.
+ Partner with leadership to develop and implement IT support plans, policies, and procedures that align with organizational goals and standards.
+ Provide leadership, mentorship, and direction to Service Desk staff to foster a high-performing team environment.
**Qualifications**
+ Active DoD Top Secret security clearance with SCI eligibility.
+ Bachelor's degree in Computer Science, Information Systems, Business Administration, Information Technology, or equivalent work experience.
+ 9+ years of experience in service desk operations, call center, and deskside support.
+ 3+ years of experience managing technical personnel.
+ 2+ years of experience with ServiceNow platform and Microsoft 365 (M365) products.
**Desired Qualifications:**
+ ITIL v3 or later certification.
**Job ID**

**Work Type**
On-Site
**Company Description**
**Work Where it Matters**
Suvi, an Akima company, is not just another federal mission services contractor. As an Alaska Native Corporation (ANC), our mission and purpose extend beyond our exciting federal projects as we support our shareholder communities in Alaska.
At Suvi, the work you do every day makes a difference in the lives of our 15,000 Iñupiat shareholders, a group of Alaska natives from one of the most remote and harshest environments in the United States.
**For our shareholders** , Suvi provides support and employment opportunities and contributes to the survival of a culture that has thrived above the Arctic Circle for more than 10,000 years.
**For our government customers** , Suvi delivers subject matter experts, an agile management approach, and innovative technologies that accomplish customers' missions safely, securely, and efficiently.
**As a Suvi employee** , you will be surrounded by a challenging, yet supportive work environment that is committed to innovation and diversity, two of our most important values. You will also have access to our comprehensive benefits and competitive pay in addition to growth opportunities and excellent retirement options.
We are an equal opportunity employer and comply with all applicable federal, state, and local fair employment practices laws. All applicants will receive consideration for employment, without regard to race, color, religion, creed, national origin, gender or gender-identity, age, marital status, sexual orientation, veteran status, disability, pregnancy or parental status, or any other basis prohibited by law. If you are an individual with a disability, or have known limitations related to pregnancy, childbirth, or related medical conditions, and would like to request a reasonable accommodation for any part of the employment process, please contact us at or (information about job applications status is not available at this contact information).

**Description**
SAIC is seeking a **Service Desk Team Manager, onsite, at Ft Huachuca, AZ** to support the **US Army Enterprise Service Desk.**
**NOTE: This position will require weekdays, weekends, dayshifts, and nightshifts.**
**Job Description:**
+ Primarily responsible for the professional development of team members through the performance management process
+ Contribute to Help Desk Improvement by communicating observed gaps in team knowledge
+ Exercise independent judgment within generally defined objectives and policies
+ Communicate with other departments, senior management, functional peer groups, technical staff and customers to ensure satisfactory customer support and gain cooperation
+ Responsible for maintaining and following detailed operational procedures ensuring contract terms are met, and will continuously improve quality of service delivery and provide value added customer service
+ Use of monitoring tools to provide feedback to team members
+ Provide focus to staff by established policies and procedures and implements and administers policies that affect employees
+ Perform full range of managerial duties for employees supervised, including recruitment, salary administration, performance reviews, counseling and employee development
+ Oversee the appropriate development and retention of documentation and records
**Qualifications**
**Required Education and Experience:**
+ Bachelor's degree and two (2) years of experience; four (4) years of experience are accepted in lieu of a degree
**Required Certifications:**
+ Must have a current ITIL Foundation V4 certification
+ CompTIA Security+ required
**Required Clearance:**
+ Must be able to obtain a full Secret Clearance; Interim Secret required prior to start, SAIC will help to obtain
+ Must be a current US Citizen
**Required Skills:**
+ Must have the ability to communicate moderately complex or technical information, ideas and results effectively in both oral and written form; compose correspondence and reports. Interact daily with staff and/or functional peer groups and customers
+ Previous experience with a variety of domain/email account administration tools and familiar with standard corporate security policies
+ Must have strong leadership, analytical, and reasoning skills as well as the ability to communicate complex ideas and provide innovative solutions
+ Excellent customer service skills and be well versed in the Service Desk environment
+ Strong understanding of call metrics and the ability to motivate and lead a team that can meet set goals and objectives is a must
+ Must have superior written and verbal communication skills, as well as knowledge in standard service desk practices, ITIL, and ISO 9000
+ Must possess the ability to gather, interpret and present operational metrics to determine trends affecting performance goals
**Desired Experience:**
+ Familiar with standard report and supervisory software such as ServiceNow, Excel, PowerPoint, knowledge management software, and Automatic Call Distribution (ACD) systems
+ Experience in desktop and networking support, IT concepts and service desk software, Active Directory, Anti-virus, VPN, financial management, quality assurance support and basic technical writing skills
REQNUMBER:
SAIC is a premier technology integrator, solving our nation's most complex modernization and systems engineering challenges across the defense, space, federal civilian, and intelligence markets. Our robust portfolio of offerings includes high-end solutions in systems engineering and integration; enterprise IT, including cloud services; cyber; software; advanced analytics and simulation; and training. We are a team of 23,000 strong driven by mission, united purpose, and inspired by opportunity. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $6.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see Working at SAIC. EOE AA M/F/Vet/Disability

About Us
At Cast & Crew, we've empowered creativity and supported the global entertainment industry for decades. Together with our family of brands - Backstage, CAPS, Checks & Balances, Final Draft, Media Services, Sargent-Disc, and The TEAM Companies - we operate as a combined entertainment technology and services provider offering industry standard screenwriting accounting software, digital payroll products, data & reporting, and a host of creative tools. The industry continues to move faster than ever, and the need for our expertise, our technology, and our people has never been greater. We are a production's best ally every step of the way. #OneCastOneCrew
The Service Desk Manager is responsible for overseeing the daily operations of the Service Desk team, ensuring high-quality support and service delivery to all end-users. This role involves leading and mentoring the Service Desk staff, implementing best practices, and acting as a point of escalation for complex technical issues in a fast-paced environment. The Service Desk Manager will also collaborate with other IT teams and stakeholders to enhance service desk performance and drive continuous improvement.
Responsibilities
• Oversee the day-to-day operations of the service desk, ensuring prompt resolution of technical issues and requests.
• Manages and administers ITSM ticketing tool (FreshService).
• White Glove support
• Develop, enhance and maintain service desk ticket metrics, SLA's, KPI's and reporting.
• Ensure documentation, FAQ's are maintained and updated regularly and stored on team Intranet site.
• Act as escalation point for complex issues that require advanced troubleshooting.
• Build and maintain strong relationships with other business units and leaders.
• Lead Service Desk projects.
• Foster a collaborative and positive team environment.
• Seeks to continuously improve and automate ticket workflow.
• Serves as primary liaison to the ticketing engineering team to further improve ticketing experience.
• Mature on-call rotation to ensure service desk availability compliments business requirements.
• Responsible for managing and training staff members.
• Contribute to major global initiatives, projects.
• Ensure operational requirements are met and collaborate with other teams to investigate problems and minimize service disruption.
• Experience of delivering a high level of customer service.
• Experience with SOC1/SOC2 audits and evidence gathering.
• Excellent organizational skills with the ability to multi-task.
• Experience of working effectively within a team and collaborating with others to achieve a goal.
• Demonstrable ability to think around issues and look at the wider picture in order to provide solutions through a variety of problem-solving techniques.
• Drive, self-motivation and ability to work under own initiative.
• Sound knowledge and experience of supporting range of current IT applications, platforms and technologies.
• Ensure service tickets are created for all inquiries and requests submitted to the Service Desk.
• Prepare new hardware via in house imaging system utilizing MS WDS.
• Provision new user accounts, deactivate user accounts in Active Directory, Azure AD, Intune Auto Pilot, OKTA, Office 365.
• Provide level 2 and 3 Helpdesk support, serve as an escalation point for all requests and incidents.
• Seek out ways to automate repetitive tasks.
• Partner with System Engineers on issue/incident resolution.
• Maintain workstation inventories - Asset Management.
• Identify problems, conduct research, isolate issues and provide solutions to software, hardware and telecommunications problems.
• Able to provide occasional overtime and weekend work
Required Skills
• Active Directory, Azure AD, OKTA, Intune (Autopilot, MAM), Office365, JAMF, ITSM Ticketing tool, Windows Server, SharePoint, Windows 10/11, MacOS, White Glove service
Qualifications
• BS/BA in Computer Science, Information Technology, or an equivalent combination of education and/or experience.
• ITIL v4 Foundation certification preferred.
• CompTIA A+, Network+, and CCNA certifications preferred.
• 5 years minimum leading and managing a Service Desk team.
• Ability to handle a multitude of concurrent requests/projects while remaining calm, rational and logical.
• Strong critical thinking and problem-solving capabilities.
• Able to provide occasional overtime and weekend work.
Special Work Conditions
• Sedentary - Involves sitting most of the time but may involve walking or standing for brief periods of time. Occasional need to lift printers up to 50lbs.
Benefits
Cast & Crew provides a comprehensive package of employee benefits including: Medical, Dental, Vision, PTO, health and wellness programs, employee discounts, and more! Note: Cast & Crew benefits are subject to eligibility requirements.
Cast & Crew is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.
CA residents
Your personal information may be collected in connection with certain services provided by Cast & Crew or its affiliated companies. A summary of your California privacy rights can be found at: is commensurate with various factors including, but not limited to, relevant experience, qualifications, skills, training, licensure, certifications, geographic cost of labor, and other business and organizational needs. Compensation range for candidates in other locations may differ based on the cost of labor in that location. The compensation range for this position is: $115,000.00 - $125,000.00 per year.

At Red River Managed Services, we provide a welcoming and positive workplace where everyone feels valued and able to do their best work, fostering a one-team mentality. Our employees work together to foster wise decision-making that relies on data, experience, and collaboration. We seek self-motivated individuals who are open to an environment based on this teamwork and shared success.
Our team works directly with our clients to create innovative solutions, challenge the status quo, and deliver first in class solutions. Our client-centric culture works to anticipate needs with an urgency to resolve issues and build long-term client relationships.
We aim to expand our growing workforce with passionate individuals who are resilient in the face of uncertainty and possess a creative spirit, all while keeping the needs of our clients top of mind to foster individual and organizational success. Interested candidates must possess a desire for growth through continuous learning and feedback.
Ideal candidates will possess the following skills and come prepared to discuss how they have experienced each of these areas in previous roles:
+ **Collaboration** - You bring a collaborative spirit to all interactions with others; you work to ensure everyone around you is welcomed and positioned to do their best work; you view every Red River colleague as a member of one team.
+ **Creativity** - You welcome new ideas and listen with the intent to understand; you are passionate and persistent in pursuit of innovative solutions; you value "brainstorming" as an expression.
+ **Empathy -** You take the time to understand both the needs of your clients and your team members; you anticipate client needs and address issues effectively; you work to make each client feel valued and understood; you foster loyalty and a long-term relationship.
+ **Integrity** - You willingly receive and give feedback; you are open about what's working and what needs to improve; you admit mistakes openly and share learnings widely.
+ **Judgment** - You are intentional when making decisions, with an aim toward long-term solutions rather than quick fixes; you rely on data, training, and collaboration with others to inform your decisions.
+ **Purpose** - You exhibit courage in searching for the truth; you are willing to risk personal failure to help, or challenge the status quo, in the pursuit of excellence.
+ **Resilience** - You thrive in rapidly changing circumstances; you adapt to change; you know when to include or escalate to others; you embrace a hard challenge.
+ **Selflessness** - You are considerate when searching for new and different ideas; you seek what's best for the team and organization; you discern how your actions could affect others; you seek to make those around you successful.
**We are seeking a seasoned** **Service Desk Delivery Manager** **to lead the delivery of managed services for a high-profile client. This pivotal role ensures operational excellence, exceptional customer satisfaction, and strategic alignment with the client's business objectives. The ideal candidate is a dynamic leader with deep expertise in IT Service Management (ITSM), ITIL best practices, and hands-on experience with ServiceNow.**
**Key Responsibilities**
1. **Service Delivery Management**
+ Oversee end-to-end delivery of managed services with a focus on quality and efficiency
+ Ensure adherence to SLAs, KPIs, and contractual obligations
+ Proactively monitor performance and resolve escalations
+ Apply ITIL principles across Incident, Problem, Change, and Request Management
+ Utilize ServiceNow for ITSM operations, reporting, and analytics
2. **Client Relationship Management**
+ Act as the primary liaison for the client, fostering trust and transparency
+ Lead regular service reviews and strategic planning sessions
+ Align service delivery with evolving client goals and expectations
3. **Team Leadership & Development**
+ Lead, mentor, and inspire a team of service delivery professionals
+ Conduct performance evaluations and support career development
+ Identify training needs and promote ITIL certification pathways
4. **Operational Excellence**
+ Drive continuous improvement through ITIL-aligned best practices
+ Maintain SOPs and ensure regulatory compliance
+ Champion quality and operational efficiency across service functions
5. **Project Management**
+ Manage service-related projects from initiation to completion
+ Oversee resources, timelines, and risk mitigation strategies
+ Ensure successful delivery of project milestones and outcomes
6. **Financial Management**
+ Oversee service delivery budgets and financial performance
+ Identify cost-saving opportunities without compromising service quality
+ Maintain fiscal discipline and accountability
7. **Stakeholder Coordination**
+ Collaborate cross-functionally with IT, HR, Finance, and other departments
+ Manage third-party vendor relationships and service integration
+ Ensure alignment and transparency across all stakeholders
8. **Reporting & Analytics**
+ Deliver performance insights to senior leadership and clients
+ Leverage ServiceNow dashboards for data-driven decision-making
+ Track key metrics and identify areas for improvement
**Qualifications**
**Education**
+ Bachelor's degree in Information Technology, Business Administration, or related field
+ Master's degree preferred
**Experience**
+ 10+ years in technical environments with a focus on service excellence
+ 5-7 years in leadership roles within managed services delivery
+ Proven success managing large-scale client engagements
+ Demonstrated ability in business development and portfolio expansion
+ Extensive hands-on experience with ServiceNow and ITSM
**Skills**
+ Deep understanding of ITIL frameworks; ITIL certification preferred
+ Strong leadership and team-building capabilities
+ Excellent communication and client relationship skills
+ Advanced analytical and problem-solving abilities
+ Expertise in strategic planning and proposal development
+ Proficiency in project management methodologies and tools
+ Solid budgeting and financial oversight experience
+ **Active Secret Security Clearance required**
**Work Environment**
+ Daily onsite presence required at client location near **Lexington, MA**
+ Occasional travel for meetings and site visits
+ Flexibility to support urgent client needs outside regular hours
Basic Qualifications:
+ U.S. Citizenship Required
Red River offers a competitive salary, excellent benefits and an exceptional work environment. You can review our benefit ( offerings here. If you are ready to join a growing company, please submit your resume and cover letter (optional).
**EOE M/F/DISABLED/Vet**
Red River is an equal opportunity employer. All qualified applicants will receive consideration for employment. Discrimination or harassment based upon any protected characteristics as defined by state or federal law is wholly inconsistent with our company values and will not be tolerated.
In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans Readjustment Act of 1974, and Title I of the American's with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact . PLEASE NOTE: This contact channel is reserved for use by individuals with disabilities who require special accommodations in order to submit an expression of interest in a position within Red River.
_Red River does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job postings or otherwise. Placement fees will not be paid to any recruiter unless Red River has an active agreement in place with the recruiter and such a request has been made by the Red River Talent Acquisition team and such candidate was submitted to the Red River Talent Acquisition Team via our_ _Applicant Tracking_ _System. Any unsolicited resumes or other data submitted to Red River in violation of this policy may be used by Red River without obligation to pay any fees of any kind to the recruiter._
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Red River brings together the ideal combination of talent, partners and products to disrupt the status quo in technology and drive success for business and government. Red River serves organizations well beyond traditional technology integration, with more than 20 years experience in security, networking, analytics, collaboration, mobility and cloud solutions. Our operations, support, sales and technical teams all work together to create a positive impact on citizens, soldiers, consumers and employees. That's what it means to Rock the Red. Are you ready?
+ We work with purpose, looking to disrupt the status quo in meaningful ways.
+ We act with integrity, showing respect for all and demonstrating our commitment to ethics
+ We value collaboration and work as a team to accomplish goals
+ We elevate creativity, and support curiosity to re-imagine the use of technology
+ We have a strong work ethic, and seek continuous improvement in all we do
+ We embrace philanthropy, working together to drive positive change and lasting impact within communities around us
Please see the linked document below for our consumer privacy notice. The notice provides you with information about what Red River Technology LLC and its affiliates (collectively referred to as "Company", "we", "our" or "us") may collect about you, how this information may be used by Company, your privacy rights and the Company's obligations in accordance with California Consumer Privacy Act of 2018 ("CCPA") and the California Privacy Rights Act of 2020 ("CPRA").