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It Service Management Manager Jobs in Washington

GDIT

Scientific IT Service Desk Manager

Bethesda, MD

$131K - $178K/yr

Implement and maintain IT service management processes (incident, problem, change, configuration) using tools such as ServiceNow. * Coordinate with researchers, clinicians, IT engineering teams ...

GDIT

Scientific IT Service Desk Manager

Bethesda, MD

$97K - $132K/yr

Implement and maintain IT service management processes (incident, problem, change, configuration) using tools such as ServiceNow. * Coordinate with researchers, clinicians, IT engineering teams ...

Zantech

IT Performance Management SME

Ashburn, VA · On-site +1

Zantech is looking for a talented IT Performance Management SME to contribute to the success of our ... This SME is not responsible for the IT service delivery lifecycle itself; that is the ...

Zantech

IT Performance Management SME

Ashburn, VA · On-site +1

Zantech is looking for a talented IT Performance Management SME to contribute to the success of our ... This SME is not responsible for the IT service delivery lifecycle itself; that is the ...

Peraton

IT Asset Manager

Washington, DC

Implement process automation within Jira and related IT service management platforms to support asset intake, approvals, transfers, audits, refresh cycles, and decommissioning activities. * Maintain ...

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It Service Management Manager information

What is the difference between It Service Management Manager vs Service Desk Manager?

AspectIt Service Management ManagerService Desk Manager
ResponsibilitiesOversees IT service delivery, manages ITSM processes, aligns IT services with business needsManages the service desk team, handles user support, ensures ticket resolution efficiency
CertificationsITIL, COBIT, PMP often preferredITIL, HDI certifications common
Work EnvironmentStrategic IT department, cross-department collaborationHelp desk or support center, direct user interaction
FocusIT service management processes and strategyUser support and incident resolution

The It Service Management Manager focuses on overseeing ITSM processes and aligning IT services with business goals, while the Service Desk Manager concentrates on managing support teams and resolving user issues. Both roles require ITIL certifications and involve working within IT departments, but their scope and daily tasks differ significantly.

What does an IT Service Management Manager do?

An IT Service Management Manager oversees the design, implementation, and management of IT service processes to ensure efficient delivery and support. They coordinate teams, monitor service performance, and implement best practices such as ITIL to improve service quality and align IT services with business goals. Strong leadership, communication skills, and knowledge of ITSM tools are essential for this role.

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It Service Management Manager jobs near you
Infographic showing various It Service Management Manager job openings in Washington as of August 2026, with employment types broken down into 1% As Needed, 76% Full Time, 19% Part Time, and 4% Contract. Highlights an 90% Physical, 1% Hybrid, and 9% Remote job distribution.

Scientific IT Service Desk Manager

GDIT

Bethesda, MD

$131K - $178K/yr

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Re-posted 7 days ago

General Dynamics Information Technology rating

7.8

Company rating: 7.8 out of 10

Based on 63 frontline employees who took The Breakroom Quiz

87th of 224 rated it services

Job description

Type of Requisition:

Pipeline

Clearance Level Must Currently Possess:

None

Clearance Level Must Be Able to Obtain:

None

Public Trust/Other Required:

None

Job Family:

Contact Center

Job Qualifications:

Skills:

Information Technology (IT) Services, IT Service Desk, Research Technologies, Service Improvement

Certifications:

None

Experience:

3 + years of related experience

US Citizenship Required:

No

Job Description:

GDIT is seeking a Scientific IT Service Desk Manager to join our program supporting the biomedical research community for our customer with the National Heart, Lung, and Blood Institute (NHLBI) at the National Institutes of Health.

Responsibilities:

  • Lead and supervise multi-tier IT service desk teams supporting scientific computing, laboratory, and clinical research environments.

  • Manage deskside, Tier 3 engineering, and specialized scientific instrument support for researchers and clinicians.

  • Oversee support for heterogeneous endpoints including Windows, macOS, Linux, iOS, and scientific instrumentation systems.

  • Ensure rapid response and resolution for mission-critical incidents affecting research workflows and laboratory operations.

  • Implement and maintain IT service management processes (incident, problem, change, configuration) using tools such as ServiceNow.

  • Coordinate with researchers, clinicians, IT engineering teams, vendors, and NIH enterprise services to deliver high-quality support.

  • Maintain compliance with cybersecurity requirements and best practices in federal and scientific environments.

Required Qualifications:

  • Bachelor's degree in a related field (preferred) or equivalent experience.

  • At least three years of experience managing a multitier IT service desk in research or scientific computing environments.

  • Strong knowledge of scientific instrumentation systems, laboratory workflows, or clinical research technologies.

  • Experience supporting heterogeneous environments including Windows, macOS, Linux, iOS, and specialized scientific endpoints.

  • Proficiency with IT service management (ITSM) platforms such as ServiceNow and familiarity with incident, problem, change, and configuration management.

  • Demonstrated ability to lead teams providing deskside support, Tier 3 engineering, and scientific instrument support.

  • Solid understanding of cybersecurity requirements and compliance needs in federal or scientific environments.

Desired Qualifications:

  • Experience leading technology modernization or service improvement initiatives in researchintensive organizations.

  • Advanced familiarity with emerging scientific computing technologies, laboratory automation platforms, or instrument ecosystem integrations.

  • Proven ability to build longterm relationships with scientific stakeholders and translate research needs into IT support strategies.

  • Background developing specialized training, documentation, or onboarding programs for scientific end users and lab environments.

  • Experience optimizing service desk operations through analytics, workflow automation, or ITILaligned continuous improvement.

#GDITFedHealthJobs

GDIT IS YOUR PLACE:

  • Full-flex work week to own your priorities at work and at home

  • 401K with company match

  • Comprehensive health and wellness packages

  • Internal mobility team dedicated to helping you build your skills and 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 10 company-paid holidays


OWN YOUR OPPORTUNITY
Explore an enterprise IT career at GDIT and you'll find endless opportunities to grow alongside colleagues who share your desire to drive operations forward.

The likely salary range for this position is $131,750 - $178,250. 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.

Scheduled Weekly Hours:

40

Travel Required:

Less than 10%

Telecommuting Options:

Onsite

Work Location:

USA MD Bethesda

Additional Work Locations:

Total Rewards at GDIT:

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.

Our Identity Verification Process:

As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes.

About Our Work:

We are GDIT. A global technology and professional services company that delivers technology solutions and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 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 mission-ready capabilities in AI, cloud, cyber and software development.Join our Talent Community to stay up to date on our career opportunities and events at

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Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans

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About General Dynamics Information Technology

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GDIT is a global technology and professional services company that delivers technology solutions and mission services to every major agency across the U.S. government, defense, and intelligence community. Its 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. The company operates across 50+ countries worldwide, offering leading capabilities in digital modernization, AI/ML, cloud, cyber, and application development.

Industry

It services

Company size

10,000+ Employees

Headquarters location

Falls Church, VA, US

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