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Director Service Desk Jobs in Reston, VA (NOW HIRING)

RIVIDIUM

Service Desk Director

Alexandria, VA

RiVidium is seeking a Service Desk Director to support our planned MODES III team supporting Military Community and Family Policy (MC&FP). This role supports IT, Cybersecurity, and Data Operations

RiVidium, Inc

Service Desk Director

Alexandria, VA · On-site

Full-Time/Part-Time Full-Time Description RiVidium is seeking a Service Desk Director to support our planned MODES III team supporting Military Community and Family Policy (MC&FP). This role supports ...

The Heritage Foundation

Service Desk Manager

Washington, DC · On-site

$85K - $100K/yr

Director, Information Technology Job Summary: The Service Desk Manager plays a crucial role in fostering positive customer interactions through excellent communication skills, a professional demeanor ...

kgs

Service Desk Lead

Vienna, VA

Support projects for the FBI/TSC as directed by government and management. * Communicate information in a clear and effective manner when addressing customer issues with Service Desk staff.

kgs

Service Desk Lead

Vienna, VA · On-site

Support projects for the FBI/TSC as directed by government and management. * Communicate information in a clear and effective manner when addressing customer issues with Service Desk staff.

CSV-TAUREAN

Service Desk Lead

Alexandria, VA · On-site

Direct daily Service Desk operations and ensure SLAs are achieved. * Manage incident, problem, and request fulfillment using ServiceNow. * Supervise technical personnel: scheduling, training ...

CSV-Taurean

Service Desk Lead

Alexandria, VA · On-site

Direct daily Service Desk operations and ensure SLAs are achieved. * Manage incident, problem, and request fulfillment using ServiceNow. * Supervise technical personnel: scheduling, training ...

Koniag, Inc.

Service Desk Lead

Vienna, VA · On-site

$80K - $100K/yr

Support projects for the FBI/TSC as directed by government and management. * Communicate information in a clear and effective manner when addressing customer issues with Service Desk staff.

Fawkes IDM

IT Service Desk Supervisor

Washington, DC

Providing information and recommendations regarding IT Service Desk staffing levels to the Director of Technology Support. * Providing career development guidance to staff and recommending training ...

Fawkes IDM

IT Service Desk Supervisor

Washington, DC · On-site

$110K - $130K/yr

Providing information and recommendations regarding IT Service Desk staffing levels to the Director of Technology Support. * Providing career development guidance to staff and recommending training ...

Fawkes IDM

IT Service Desk Supervisor

Washington, DC

$110K - $130K/yr

Providing information and recommendations regarding IT Service Desk staffing levels to the Director of Technology Support. * Providing career development guidance to staff and recommending training ...

Fawkes IDM

IT Service Desk Supervisor

Washington, DC · On-site

$110K - $130K/yr

Providing information and recommendations regarding IT Service Desk staffing levels to the Director of Technology Support. * Providing career development guidance to staff and recommending training ...

ServiceTec

Service Desk Team Lead

Herndon, VA · Remote

Direct the creation and management of training policies and procedures for Service Desk personnel. * Fill in for shifts as needed to cover for team absences due to illness or scheduled leave.

ServiceTec

Service Desk Team Lead

Herndon, VA · On-site

$65K - $70K/yr

Direct the creation and management of training policies and procedures for Service Desk personnel. * Fill in for shifts as needed to cover for team absences due to illness or scheduled leave.

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Director Service Desk information

What are Director Service Desk roles and responsibilities?

A Director Service Desk is responsible for overseeing the entire service desk operation within an organization. This includes managing staff, setting customer service standards, implementing best practices, and ensuring that IT support services meet business needs. They also analyze service desk performance, drive continuous improvement, and collaborate with other IT leaders to align support services with organizational goals. The director often communicates with upper management to report on metrics, budgets, and strategic initiatives.

What are some common challenges faced by a Director of Service Desk, and how can they be addressed?

As a Director of Service Desk, you may encounter challenges such as managing high ticket volumes, maintaining consistent service quality, and motivating a diverse team. Balancing rapid response times with thorough issue resolution requires strong process optimization and the effective use of key performance indicators. Additionally, fostering collaboration across IT, operations, and customer service departments is crucial for resolving complex issues and driving continuous improvement. Proactive communication, regular training, and leveraging automation tools can help address these challenges effectively.

What is the difference between Director Service Desk vs Service Desk Manager?

AspectDirector Service DeskService Desk Manager
ResponsibilitiesOversees multiple service desk teams, strategic planning, and high-level policy developmentManages daily operations, team supervision, and service delivery
Required CredentialsBachelor's degree, ITIL certification, extensive experience in IT service managementBachelor's degree, ITIL certification, experience in service desk operations
Work EnvironmentSenior leadership setting, strategic meetings, cross-department collaborationOperational environment, team management, customer interaction

The main difference between a Director Service Desk and a Service Desk Manager lies in scope and strategic focus. The Director oversees multiple teams and sets long-term goals, while the Manager handles daily operations and team supervision. Both roles require similar credentials and are vital in IT service management, but the Director's role is more strategic and high-level.

What are the key skills and qualifications needed to thrive as a Director Service Desk, and why are they important?

To thrive as a Director Service Desk, you need extensive experience in IT service management, strategic leadership, and a solid understanding of service desk operations, often backed by a bachelor's degree in IT or a related field. Familiarity with ITIL frameworks, ticketing systems like ServiceNow or Jira, and certifications such as ITIL or HDI are typically required. Exceptional communication, problem-solving, and team leadership skills help in managing diverse teams and driving continuous improvement. These competencies are essential for ensuring high-quality support, optimizing performance, and aligning IT services with organizational goals.
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Director Service Desk jobs near you
Service Desk Director

Service Desk Director

RIVIDIUM

Alexandria, VA

Full-time

Re-posted 17 days ago

Job description

RiVidium is seeking a Service Desk Director to support our planned MODES III team supporting Military Community and Family Policy (MC&FP). This role supports IT, Cybersecurity, and Data Operations ? Core Operations and helps deliver mission-focused outcomes for service members, families, and related stakeholders. Executes PWS C.5.3.5 helpdesk operations; provides Tier I/II support, ticket escalation, and service-level compliance monitoring. This position is contingent upon contract award.

Key Responsibilities

  • Lead 24/7/365 service desk operations supporting customer issues across systems, websites, applications, and digital services.
  • Oversee shift performance, ticket flow, reporting, customer experience, and support process maturity.
  • Guide SOP development, knowledge base practices, outage communications, and support metrics.
  • Coordinate with technical leads and customer stakeholders to improve support quality and responsiveness.

Basic Qualifications

  • Bachelor?s degree in a relevant discipline or equivalent professional experience.
  • Experience supporting operational or technical environments with shift-based or on-call expectations.
  • Ability to satisfy applicable Government personnel security requirements for the assigned role. For IT and cybersecurity workforce positions, applicable DoD 8140 training and certification requirements will apply upon award.
  • Strong communication, teamwork, and documentation skills in a mission-focused delivery environment.

Preferred Qualifications

  • Experience supporting 24/7/365 operations, ticketing workflows, knowledge bases, and customer support metrics.
  • Ability to troubleshoot across applications, accounts, and infrastructure while maintaining service continuity.
  • Experience supporting account lifecycle actions, outage communications, and operational SOPs.

Work Setting

This role is expected to support work in the Alexandria, Virginia area, with on-site support at the DoD Mark Center or other customer-approved locations as required. Expected schedule includes 24/7/365 shift support, including nights, weekends, and holidays as required.

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