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Senior Service Desk Manager Jobs (NOW HIRING)

Detroit IT

Service Desk Manager

Birmingham, MI · On-site

Detroit IT is looking for a Service Desk Manager to assume responsibility for the overall performance of the Service Desk and ensure maximum productivity of technical resources. Job Responsibilities:

ICF

Service Desk Manager

Washington, DC · Hybrid

ICF is seeking an experienced Service Desk Manager to lead delivery of a modern, AI-enabled IT service desk supporting a federal technology program. Reporting to the Program Manager, this role owns ...

Peraton

Service Desk Manager

Washington, DC · On-site

$112K - $179K/yr

This role is responsible for managing daily Service Desk operations, supervising multi-tier technical support teams, driving operational excellence, and ensuring the delivery of high-quality customer ...

Peraton

Service Desk Manager

Washington, DC

$112K - $179K/yr

This role is responsible for managing daily Service Desk operations, supervising multi-tier technical support teams, driving operational excellence, and ensuring the delivery of high-quality customer ...

Peraton

Service Desk Manager

Washington, DC · On-site

$112K - $179K/yr

This role is responsible for managing daily Service Desk operations, supervising multi-tier technical support teams, driving operational excellence, and ensuring the delivery of high-quality customer ...

Packsize

Service Desk Manager

Salt Lake City, UT · On-site

Service Desk Manager About Packsize, We are Packsize. A fast-growth multinational technology company committed to eliminating excessive and unfriendly packaging experiences through the adoption of ...

Packsize

Service Desk Manager

Louisville, KY · On-site

Service Desk Manager About Packsize, We are Packsize. A fast-growth multinational technology company committed to eliminating excessive and unfriendly packaging experiences through the adoption of ...

DMI

Service Desk Manager

Washington, DC · On-site

Learn more at www.dminc.com DMI, LLC is seeking a Service Desk Manager to lead for the technical service desk, accountable for the end-to-end lifecycle of all IT incidents and problems across a multi ...

DMI

Service Desk Manager

Washington, DC · On-site

$109K/yr

This role oversees day-to-day service desk operations, manages a cloud-based ITSM platform, ensures SLA achievement and reporting, and coordinates across Tier 1, Tier 2, Tier 3, and vendor teams to ...

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Senior Service Desk Manager information

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$28.5K

$97.1K

$182.5K

How much do senior service desk manager jobs pay per year?

As of Aug 12, 2026, the average yearly pay for senior service desk manager in the United States is $97,101.00, according to ZipRecruiter salary data. Most workers in this role earn between $49,000.00 and $136,500.00 per year, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive as a senior service desk manager, and why are they important?

To thrive as a Senior Service Desk Manager, you need deep expertise in IT service management, strong leadership experience, and a relevant degree or certifications like ITIL. Familiarity with ticketing systems (such as ServiceNow or Jira), remote support tools, and reporting platforms is essential. Outstanding communication, conflict resolution, and team-building skills distinguish top performers in this role. These skills ensure efficient IT support operations, high customer satisfaction, and effective management of technical teams.

How does a senior service desk manager typically collaborate with other IT departments to resolve complex technical issues?

A Senior Service Desk Manager frequently works alongside network, infrastructure, and application teams to address and resolve escalated technical issues. They coordinate communication between front-line service desk staff and specialized IT teams, ensuring that incidents and problems are efficiently prioritized and tracked through to resolution. This collaboration often involves participating in cross-functional meetings, developing escalation procedures, and facilitating knowledge sharing to improve future response times and service quality. Effective collaboration is key to maintaining high customer satisfaction and upholding service level agreements.

What is the difference between Senior Service Desk Manager vs Service Desk Analyst?

AspectSenior Service Desk ManagerService Desk Analyst
CredentialsITIL, PMP, management certificationsCompTIA A+, ITIL Foundation
Work EnvironmentOversees teams, strategic planning, high-level supportProvides frontline support, handles user issues
Employer & Industry UsageIT departments, large organizationsHelp desks, IT support centers
Search & Comparison IntentUnderstanding leadership roles, career progressionEntry to mid-level support roles

The Senior Service Desk Manager focuses on team leadership, strategic planning, and high-level support management, requiring advanced certifications and experience. In contrast, a Service Desk Analyst handles day-to-day user support, requiring foundational certifications. The roles differ in scope, responsibilities, and career level, with the manager overseeing operations and the analyst providing direct technical assistance.

What is a senior service desk manager?

A Senior Service Desk Manager is an IT professional responsible for overseeing the operations of an organization's service desk team. They ensure efficient support for end-users, manage incident and request resolution processes, and implement best practices to improve service quality. Additionally, they lead, mentor, and develop service desk staff, monitor performance metrics, and collaborate with other IT teams to resolve complex technical issues. The role typically involves strategic planning, process optimization, and ensuring customer satisfaction with IT support services.
What cities are hiring for Senior Service Desk Manager jobs? Cities with the most Senior Service Desk Manager job openings:
What states have the most Senior Service Desk Manager jobs? States with the most job openings for Senior Service Desk Manager jobs include:
Senior Service Desk Manager jobs near you
Infographic showing various Senior Service Desk Manager 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 $97,101 per year, or $46.7 per hour.

Service Desk Manager

Digital Management, LLC

Washington, DC • On-site

$119K/yr

Other

Medical, Life, Retirement

Re-posted 20 days ago

Job description

About DMI
DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. With a focus on end-to-end managed IT services, including managed mobility, cloud, cybersecurity, network operations, and application development, DMI supports public sector agencies and commercial enterprises around the globe. Recognized as a Top Workplace, DMI is committed to delivering secure, ef?cient, and cost-effective solutions that drive measurable results. Learn more at
About the Opportunity
DMI, LLC is seeking a Service Desk Manager to lead for the technical service desk, accountable for the end-to-end lifecycle of all IT incidents and problems across a multi-site environment supporting 700+ network users across seven locations. This role oversees day-to-day service desk operations, manages a cloud-based ITSM platform, ensures SLA achievement and reporting, and coordinates across Tier 1, Tier 2, Tier 3, and vendor teams to drive consistent, high-quality service delivery.
Duties and Responsibilities:
  • Own the full incident and problem lifecycle from logging, categorization through escalation, resolution, and closure in the ITSM platform (ServiceNow, BMC Helix, or equivalent)
  • Manage and provide daily direction to service desk staff across onsite and remote support functions; coordinate integration between off-site service desk operations and onsite technical teams
  • Monitor SLA performance, analyze trends, and report metrics to program leadership; drive continuous improvement based on operational data
  • Manage escalations to Tier 3 and vendor teams; oversee major incident handling including stakeholder communications and real-time updates during outages
  • Administer and maintain the cloud-based ITSM solution including workflow configuration, ticket standards, and knowledge base management
  • Determine and acquire resources to meet operational scope; coordinate staffing across service hours including after-hours support coverage
  • Partner with the Tier 3 Network Lead, Tier 3 System Administrator Lead, and customer IT staff to align service desk operations with infrastructure and security requirements

Qualifications
Required Skills & Certifications:
  • Practical experience with the ITIL 4 Framework, specifically Service Operation and Service Transition
  • Demonstrated experience managing multi-site service desk operations with SLA accountability
  • Proficiency with cloud-based ITSM platforms (ServiceNow, BMC Helix, or equivalent)
  • Experience managing escalation workflows and major incident coordination
  • ITIL 4 Foundations


Physical Requirements: None required for this position.

Location: Washington, DC
#LI-BQ1
#DICE
Minimum Salary Rate
$109,525.50
Median Salary Rate
$119,023.50
Working at DMI
DMI is a diverse, prosperous, and rewarding place to work. Our culture is shaped by five core values that guide how we work, grow, and succeed together:
  • Do What's Right - We lead with honesty and integrity.
  • Own the Outcome - We take responsibility and deliver.
  • Deliver for Our Customers - We are relentless about delivering value.
  • Think Bold, Act Smart - We innovate with purpose.
  • Win Together - We collaborate and celebrate our success.

These values aren't just ideals-they show up in how we support every part of your well-being:
  • Convenience/Concierge - Virtual health visits, commuter perks, pet insurance, and entertainment discounts that make life easier.
  • Development - Annual performance reviews, tuition assistance, and internal career growth opportunities to help you thrive.
  • Financial - Generous 401(k) matches, life and disability insurance, and financial wellness tools to support your future.
  • Recognition - Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts that spotlight your achievements.
  • Wellness - Healthcare coverage, wellness programs, flu shots, and biometric screenings to support your health.

DMI values employees for their talents and contributions, and we take pride in helping our customers achieve their goals. Because when we live our values, we all win together.
***************** No Agencies Please *****************
Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. ship may be required for some positions.

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