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

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 · 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 ...

GDIT

IT Service Desk Team Lead

Bethesda, MD · Hybrid

$83K - $113K/yr

This position will report directly to the Service Desk Manager and have frequent contact with customers, direct reports, peers and managers. HOW THE IT SERVICE DESK TEAM LEAD WILL MAKE AN IMPACT

NetCov

Service Desk Specialist II

Arlington, VA · On-site

$59K - $80K/yr

Service Desk Lead About the Role The Service Desk Specialist II role provides Tier 2 support to ... Potential for on-sites at customer offices, which would be directed by the Team Lead as the team ...

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All JobsService Desk JobsDirector Service Desk JobsDirector Service Desk Jobs in Reston, VA

Director Service Desk information

What are the roles and responsibilities of a director service desk?

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 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?

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.
What are the most commonly searched types of Service Desk jobs in Reston, VA? The most popular types of Service Desk jobs in Reston, VA are:
What are popular job titles related to Director Service Desk jobs in Reston, VA? For Director Service Desk jobs in Reston, VA, the most frequently searched job titles are:
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What cities near Reston, VA are hiring for Director Service Desk jobs? Cities near Reston, VA with the most Director Service Desk job openings:
Director Service Desk jobs near you
Infographic showing various Director Service Desk job openings in Reston, VA as of June 2026, with employment types broken down into 1% As Needed, 78% Full Time, and 21% Part Time. Highlights an 95% Physical, 1% Hybrid, and 4% Remote job distribution.

IT Service Desk Supervisor

Fawkes IDM

Washington, DC • On-site

$110K - $130K/yr

Full-time

Re-posted 20 days ago

Job description

Responsibilities:

  • Overseeing the day-to-day supervision of the firm's Service Desk Analysts to provide quality customer service to all of the firm's staff in support of the firm's IT Service Desk.
  • Supervising the DC Service Desk team.
  • Providing support and maintenance of all computers and printers; ensuring timely resolution of issues (i.e., end-user application support and system issues are identified, prioritized and resolved).
  • Scheduling the firm's Service Desk resources as needed to maintain the timely handling of support issues in a 24/7 environment.
  • 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 paths.
  • Performing administrative duties related to the processing of all leave requests, timecards, and annual reviews in a timely manner.
  • Identifying, recommending, and documenting procedures and processing improvements related to IT service delivery and problem resolution.
  • Performing incident trend analysis (Incident Management); making recommendations to the Director of IT Support Services for ways to reduce recurring issues.
  • Reviewing, editing, and maintaining support services knowledge database.
  • Providing feedback to the Training Manager to ensure training programs meet the needs of the firm's end users.
  • Supervising planning and management of location specific projects; i.e., laptop replacement.
  • Collaborating with other Directors, Managers and Supervisors to ensure that departmental and firm projects are completed efficiently.

Requirements

  • Four year college degree required
  • 6+ years experience in providing end-user support; 3+ years supervisory experience in a Help Desk or Service Desk environment.
  • Knowledge and experience with law firm specific applications is required.
  • Previous employment in a law firm or legal department is preferred.
  • Extensive experience in computer and mobile device Operating systems, Application Software, Computer Hardware, Remote Access and Network connectivity.
  • Flexibility to work additional hours, as necessary

Benefits

The anticipated base salary for this position is $110,000 to $130,000

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About Fawkes IDM

Sourced by ZipRecruiter

Fawkes IDM (Individual Development & Management) has the experience to effectively reduce the time you spend on the hiring process. It offers flexible contracts to partner with our clients including Direct Hire Placement, Retained Executive Search, and Consulting models. By combining industry experts with an experienced, Multidisciplinary team, Fawkes IDM is able to evaluate candidates at both a strategic and technical level to deliver exceptional results. ​ Currently specializes in finding and sourcing professionals across financial institutions, health care, retail, operations, consultancies, and more. ​

Industry

Recruiting and staffing services

Company size

1 - 10 Employees

Headquarters location

Philadelphia, PA, US

Year founded

2016

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