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Itil Service Desk Jobs (NOW HIRING)

CSV-TAUREAN

Service Desk Lead

Alexandria, VA · On-site

This role supervises Service Desk staff, manages workload and training, and ensures incident and service request resolution through ITIL-based practices. Responsibilities * Direct daily Service Desk ...

CSV-Taurean

Service Desk Lead

Alexandria, VA · On-site

This role supervises Service Desk staff, manages workload and training, and ensures incident and service request resolution through ITIL-based practices. Responsibilities * Direct daily Service Desk ...

CSV-Taurean

Service Desk Lead

Alexandria, VA · On-site

This role supervises Service Desk staff, manages workload and training, and ensures incident and service request resolution through ITIL-based practices. Responsibilities * Direct daily Service Desk ...

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Itil Service Desk information

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$36.5K

$94.5K

$157K

How much do itil service desk jobs pay per year?

As of Aug 13, 2026, the average yearly pay for itil service desk in the United States is $94,518.00, according to ZipRecruiter salary data. Most workers in this role earn between $71,000.00 and $112,500.00 per year, depending on experience, location, and employer.

What jobs can I get with Itil Service Desk?

With ITIL Service Desk experience, you can pursue roles such as Service Desk Analyst, IT Support Specialist, or Incident Manager. These positions typically require knowledge of ITIL processes, troubleshooting skills, and familiarity with ticketing tools like ServiceNow or Jira. Certifications like ITIL Foundation can enhance job prospects in IT service management.

Is ITIL a good career path?

ITIL Service Desk roles involve managing IT service requests and incidents using ITIL best practices, which are widely adopted in IT service management. Pursuing ITIL certifications can enhance career prospects and demonstrate expertise in service delivery processes. It is a stable career path for those interested in IT operations and customer support within structured environments.

What are some typical challenges faced by ITIL Service Desk professionals, and how can they be managed effectively?

ITIL Service Desk professionals often encounter challenges such as managing a high volume of tickets, prioritizing incidents, and handling users with varying technical literacy. Successfully navigating these issues requires strong organizational skills, effective use of ITIL processes like incident categorization and escalation, and clear communication with both users and technical teams. Regular training and collaboration with other IT departments can also help service desk staff stay updated on best practices and deliver consistent, high-quality support.

What is an ITIL Service Desk?

An ITIL Service Desk is a central point of contact within an organization that manages incidents, service requests, and communication with users. Based on ITIL (Information Technology Infrastructure Library) best practices, the Service Desk aims to restore normal service operations as quickly as possible and minimize business disruptions. It handles issues such as password resets, troubleshooting, and providing information, ensuring a streamlined IT support process for employees and customers. The Service Desk also helps track and report problems to improve IT services over time.

What is the difference between Itil Service Desk vs Help Desk Technician?

AspectItil Service DeskHelp Desk Technician
CertificationsITIL Foundation, Service Management certificationsCompTIA A+, HDI Support Center Analyst
Work EnvironmentIT service management, structured processesEnd-user support, troubleshooting
Industry UsageIT service providers, large organizationsSmall to medium businesses, IT support teams

While both roles involve IT support, an Itil Service Desk focuses on managing IT services using ITIL best practices, often in larger organizations. A Help Desk Technician provides direct technical support to users, typically handling troubleshooting and issue resolution. The roles overlap in customer service and technical skills but differ in scope and process orientation.

What are the key skills and qualifications needed to thrive as an ITIL Service Desk professional, and why are they important?

To thrive as an ITIL Service Desk professional, you need a solid understanding of ITIL best practices, incident management, and troubleshooting, often supported by ITIL Foundation certification or equivalent experience. Familiarity with service desk ticketing systems such as ServiceNow or Jira, and knowledge of ITSM tools, are typically required. Strong communication, active listening, and problem-solving skills help professionals deliver effective customer support and collaborate with technical teams. These skills and qualities ensure timely issue resolution, high customer satisfaction, and efficient IT service delivery.
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What job categories do people searching Itil Service Desk jobs look for?

The top searched job categories for Itil Service Desk jobs are:

Itil Service Desk jobs near you
Infographic showing various Itil Service Desk job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 77% Full Time, 19% Part Time, and 3% Contract. Highlights an 96% Physical, 1% Hybrid, and 3% Remote job distribution, with an average salary of $94,518 per year, or $45.4 per hour.

Service Desk Lead

ASM Research, An Accenture Federal Services Company

Washington, DC • On-site

Other

Re-posted 21 days ago

Job description

The Service Desk Lead provides supervisory and operational leadership for the company's service desk functions. This role manages weekly day-to-day service desk operations, leads shift teams, ensures quality service delivery, and serves as the primary escalation point for service desk issues. The Lead works closely with the Service Desk Manager on process improvements and strategic initiatives while maintaining focus on customer satisfaction and operational excellence.

Key Responsibilities

  • Provide operational leadership and supervision of service desk operations

  • Manage service desk shift operations and team coordination

  • Serve as primary escalation point for service desk issues

  • Monitor and ensure adherence to SLAs and quality standards

  • Provide technical guidance and troubleshooting support

  • Conduct service desk quality assurance reviews

  • Train and mentor service desk personnel

  • Generate shift reports and performance metrics

Required Qualifications

  • Bachelor's degree in IT, Business Administration, or related field

  • 6+ years of experience in service desk operations

  • Minimum 2 years of supervisory or lead experience

  • Strong understanding of ITIL principles and processes

  • Proficiency with service desk and ITSM platforms

  • Excellent problem-solving and technical troubleshooting skills

  • Strong leadership and communication abilities

  • Ability to manage multiple priorities in fast-paced environment

Job Specific Skills

  • Service Desk Operations Leadership

  • ITIL & IT Service Management Processes

  • Technical Troubleshooting & Escalation Management

  • Team Supervision & Mentoring

  • Shift Operations & Quality Control

Preferred Skills

  • ITIL Foundation certification

  • ServiceNow platform expertise

  • Federal IT operations experience

  • Multi-site service desk coordination

  • Performance metrics and reporting

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.

$84,900 - 154,500

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, 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, veteran status, disability, gender identity, or age. All decisions on employment are made to abide by the principle of equal employment.

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