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Director Service Desk Jobs (NOW HIRING)

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 ...

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 ...

Innovar Group

Service Desk Manager

Denver, CO · On-site

$55 - $65/hr

Experience managing service desk teams and direct reports. * Demonstrated experience overseeing managed service providers, outsourced support teams, or other technology vendors. * Strong ...

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 ...

CSV-TAUREAN

Service Desk Lead

Alexandria, VA

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

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.

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.

Koniag

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.

Arbor Homes

Service Desk Manager

Indianapolis, IN · On-site

... direct technical support responsibilities. Why Arbor? Are you looking for a dynamic career in a ... Service Desk Leadership * Manage daily operations of the IT Service Desk, including ticket queues ...

Essnova Solutions

Service Desk Lead

Washington, DC · On-site

The Service Desk Lead will provide on-site support for DoD OIG's headquarters personnel and remote ... Direct access to leadership, zero bureaucracy * Culture built on speed, agility, and results

ITTConnect

Service Desk Lead

Miami, FL · On-site

IT Service Desk Team Leader ITTConnect is seeking an IT Service Desk Team Leader for a direct-hire full time position with a client that is a large financial institution. Key Responsibilities: Lead ...

State of Michigan

Service Desk Administrator

Lansing, MI · On-site

$60K - $80K/yr

Under the direction of the Director of the Senate Business Office, Senate Information Services (SIS) Director, and IT Operations Manager, and supervised by the Service Desk Supervisor, the Service ...

State of Michigan

Service Desk Administrator

Lansing, MI · On-site

$60K - $80K/yr

Under the direction of the Director of the Senate Business Office, Senate Information Services (SIS) Director, and IT Operations Manager, and supervised by the Service Desk Supervisor, the Service ...

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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
Infographic showing various Director Service Desk job openings in the United States as of June 2026, with employment types broken down into 90% Full Time, and 10% Part Time. Highlights an 100% In-person job distribution.
Service Desk Manager

Service Desk Manager

The Heritage Foundation

Washington, DC • On-site

$85K - $100K/yr

Full-time

Medical, Dental, Vision, Retirement, PTO

Posted 23 days ago

Job description

Title: Service Desk Manager
Reports to: 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, and meeting the unique needs of a varied internal customer base. This individual oversees a small Service Desk team, managing day-to-day operations and providing tier 1 and 2 technical support to ensure high-quality customer service. The Service Desk Manager mentors and continuously improves the Service Desk team and enhances the overall effectiveness of the Service Desk, ensuring high levels of customer satisfaction and operational efficiency.
Job Duties:
  • Coordinate and triage high-priority and complicated support issues to ensure timely resolution.
  • Develop and document Service Desk procedures and processes to ensure:
    • issue resolution with appropriate urgency,
    • root causes of issues are identified and addressed,
    • new learnings are integrated into Service Desk and end-user documentation,
    • customer service is prioritized in every interaction, and
    • appropriateissue data is collected within the tracking system.
  • Implement a highly effective and workable framework for daily performance, metrics, and benchmarks that drives the continuous improvement of the Service Desk.
  • Leverage ticket metrics and survey feedback to monitor and report on Service Desk performance to management, highlighting areas for improvement.
  • Implement and enforce Service Desk policies and procedures, ensuring compliance with organizational standards.
  • Lead efforts for staff onboarding and offboarding, ensuring all employees receive consistent, exceptional customer service through established best practices and procedures.
  • Establish and manage the IT Asset Management process, ensuring accurate inventory and optimal resource utilization.
  • Create and maintain detailed process maps and knowledge base documentation to ensure consistent and efficient service delivery.
  • Supervise the Service Desk team, including managing employee schedules, ensuring availability for after-hours response.
  • Coordinate backup support to Audio Visual team for virtual meetings and events as needed.

Qualifications:
Education: Bachelor's degree in a related field or equivalent experience is required; technical certifications aligned with Microsoft Office 365/Azure administration and/or ITIL framework certifications (V3 or V4) are preferred
Experience: 4+ of technical experience with a proven track record in a lead or supervisory capacity; experience supporting systems and devices in various environments; experience in Asset Management and Incident Management is preferred
Communication: Excellent verbal and written skills to communicate technical issues to non-technical personnel
Technology: Microsoft and Apple operating systems
Other Requirements:
  • Understand and support the Heritage mission and vision for America, and the department's goals and objectives.
  • Strong troubleshooting, technical, and analytical skills.
  • Excellent customer service skills and ability to manage multiple tasks at one time.
  • Ability to work onsite at headquarters in Washington, DC.
  • On-call responsibilities as required, including occasional after-hours needs.

Benefits and Salary:
The Heritage Foundation offers a highly competitive benefits package that includes, but is not limited to, best-in-class health care, vision, and dental insurance, employer-sponsored retirement funding, "take what you need" PTO and sick leave, 14 weeks of paid leave for new moms and 6 weeks of paid leave for new dads, among other programs.
The salary range for this role is $85,000 - $100,000 annually. This range is a good-faith estimate, and the final salary offered to a selected candidate depends on a variety of factors including, but not limited to, the candidate's experience, education, and other qualifications; internal and external market pay for comparable jobs; and level of hire based on aforementioned qualifications.

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