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

Agile Defense

IT Service Desk Technician

Arlington, VA · On-site

$68K - $75K/yr

They will provide guidance and support for walk-up requests, directing users to submit tickets in ... service desk support experience (Bachelor's degree may offset 2 years of experience) Required ...

ASM Research

Service Desk Agent

Falls Church, VA · On-site

$18.25 - $23.25/hr

... the Service Desk to achieve problem resolution goals. Seeks opportunities to improve knowledge ... Other supporting duties, as directed. * Willingness to work overtime and varying hours as required.

Anduril Industries

Service Desk Analyst

Washington, DC · On-site

$77K - $102K/yr

A minimum of 3+ years of experience in a service desk technical role. * Excellent knowledge of PC ... Direct from Anduril: If you receive an email from one of our recruiters, it will only come from an ...

Agile Defense

IT Service Desk Technician

Arlington, VA

$68K - $75K/yr

They will provide guidance and support for walk-up requests, directing users to submit tickets in ... service desk support experience (Bachelor's degree may offset 2 years of experience) Required ...

CareMetx

Service Desk Admin II, Hybrid

Bethesda, MD · On-site

Service Desk Admin II (Hybrid) POSITION SUMMARY : Responsible for providing technical assistance ... Direct unresolved issues to the next level of support personnel * Maintain regular and reliable ...

Infojini Inc

HELP DESK

Washington, DC

$23.25 - $31.75/hr

Company Description Infojini Consulting is a full service IT consulting, services, and staffing ... Direct Client The contractor is required have:- 1.At least Seven years of overall IT experience ...

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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:
What job categories do people searching Director Service Desk jobs in Reston, VA look for? The top searched job categories for Director Service Desk jobs in Reston, VA are:
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.

Tier 1.5 Service Desk Technician

ASM Research

Springfield, VA • On-site

Full-time

Re-posted 19 days ago

ASM Research rating

8.6

Company rating: 8.6 out of 10

Based on 14 frontline employees who took The Breakroom Quiz

32nd of 223 rated it services

Job description

Looking for a motivated and customer-focused Service Desk Technician (Tier 1.5) to join our support team operating within a secure Azure enterprise environment. In this role, you'll go beyond basic troubleshooting by handling more advanced technical issues, supporting cloud-based systems, and escalating complex incidents when necessary. You'll play a key part in keeping operations running smoothly while delivering exceptional service to end users.
This is a great opportunity for someone with foundational Information Technology (IT) experience who is ready to take the next step in their career. Join a collaborative team where your problem-solving skills and contributions are valued every day.
Key Responsibilities:
  • Respond to technical inquiries and support requests via phone, email, or chat, delivering a positive customer experience with prompt and effective solutions.
  • Accurately document issues, troubleshooting steps, and resolutions in the ticketing system, ensuring alignment with established SLAs and SLOs.
  • Troubleshoot and resolve Tier 1.5-level issues related to Azure services, Microsoft Windows, and collaboration tools (e.g., Microsoft Teams, Outlook), escalating more complex incidents when necessary.
  • Maintain and contribute to the internal knowledge base by documenting known issues, workarounds, and best practices to support faster issue resolution.
  • Collaborate with higher-tier support teams and other IT units to ensure timely resolution of escalated issues and promote smooth service delivery.
  • Assist users in navigating the secure Azure enterprise environment, offering technical guidance to reduce repeat issues and improve end-user confidence.

General Responsibilities and Duties:
  • Receives and logs customer issues/requests and documents per standards. This includes, recording all interactions with customers, assigning priority, classifying issues and clearly indicating the resolution of the issues in the incident tracking system.
  • Performs triage on incoming customer issues that are more complex and attempts to resolve using the provided knowledge articles. This activity includes issue research via the knowledge management system, documents all steps taken to resolve in the incident ticket and escalates to the responsible party in order to minimize the amount of time taken to resolve customer issues.
  • Monitors incidents and tracks resolution within the customer Service Level requirement by documenting all steps taken using the knowledge articles in the problem ticket.
  • Adheres to Service Desk ticket handling procedures. This may include notification to higher Service Desk tiers for urgent and special consideration incidents.
  • Performs incident follow up with contacts to provide exceptional customer satisfaction.
  • Through provided training develops and maintains knowledge of the incident tracking system.
  • Through provided training, develops and maintains knowledge of customer business applications and environment. Understands the customer Service Level requirement metrics and objectives.
  • Has a focus on continuous service improvement. Provides input for departmental reports. Strives to build the capabilities of teammates.
  • Seeks opportunities to improve own knowledge, skills and performance and is receptive to constructive criticism.
  • Other supporting duties as directed.

Minimum Qualifications
  • Associate or Bachelor's degree in Computer Science, Information Technology, or a related field; or equivalent foundational knowledge in software development or scripting.
  • Minimum of three (3) years of experience in an IT support or customer service role, with a strong emphasis on end-user satisfaction.
  • Solid technical background with at least three years of hands-on experience supporting Microsoft Windows environments; familiarity with Azure services and a strong

Security Clearance
  • Active TS/SCI clearance

Certifications
  • Must possess a DoD 8140 compliant certification (e.g., Security+, CEH, CySA+) enabling privileged access on a National Security System (NSS).
  • Microsoft Azure technical certification is preferred (e.g., AZ-900, AZ-104) demonstrating proficiency in cloud concepts and services.

Required Job Specific Skills
  • Ability to develop and apply PowerShell scripts to automate routine tasks, streamline processes, and support system management.
  • Familiarity with Jira Service Desk for ticket tracking, workflow management, or administrative configuration.
  • Experience supporting and troubleshooting Windows Server operating systems in a production environment.
  • Understanding of and experience applying IT Service Management (ITSM) best practices, ideally based on ITIL frameworks, to ensure efficient and customer-focused service delivery.
  • Strong analytical and problem-solving skills with high attention to detail.
  • Ability to thrive in a fast-paced, high-visibility environment, with a demonstrated capacity for rapid learning and adaptability.
  • Willingness to learn cloud technologies.
  • Experience writing and troubleshooting scripts in PowerShell, Bash, Python, or similar scripting languages.
  • Basic understanding of core networking concepts such as IP addressing, DNS, DHCP, and VPNs.
  • Proven ability to communicate clearly and effectively, both verbally and in writing, with a customer-first mindset.

Other Job Specific Skills
  • Demonstrates a friendly, courteous demeanor in customer interactions. Expresses empathy and takes issue ownership when dealing with difficult customer situations
  • Driven to meet the speed of answer objective by being a team player during high workload fluctuation.
  • Using a knowledge document works independently and maintains a high-degree of professional conduct.
  • Technical expertise in:
    • Microsoft Windows Operating Systems
    • Microsoft Office
    • Network Connectivity
    • Workstations (PC) troubleshooting
  • Rapid learner of new software applications
  • Ability to interact effectively with others
  • Aptitude to multi-task workloads
  • Ability to remain calm and courteous in periods of stress
  • Ability to work with broad range of experience levels
  • Good administrative and organizational skills
  • Excellence in knowledge management

Compensation Ranges
Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.
EEO Requirements
It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.
All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.
Physical Requirements
The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.
Disclaimer
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

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