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Service Desk Manager Jobs in Springfield, VA (NOW HIRING)

Constellation West

Service Desk Manager

Alexandria, VA · On-site

They are seeking a Service Desk Manager who will manage daily operations of the OCIO Service Desk, provide technical and administrative direction to staff, and ensure adherence to SLAs and quality ...

TEKsystems

Service Desk Manager

Washington, DC

$40 - $55/hr

Description We are seeking a proactive and dynamic Service Desk Manager to lead our hybrid Tier 1/Tier 2 service desk team. This role is responsible for overseeing a team of four agents that supports ...

TEKsystems

Service Desk Manager

Washington, DC

$40 - $55/hr

Description We are seeking a proactive and dynamic Service Desk Manager to lead our hybrid Tier 1/Tier 2 service desk team. This role is responsible for overseeing a team of four agents that supports ...

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 · 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 ...

Govcio LLC

Service Desk Manager

Washington, DC · On-site

$140K - $168K/yr

GovCIO is currently hiring for a Service Desk Manager to support our US Mint contract needs. This position is located in the Washington, DC area and will be a hybrid on-site/remote. Responsibilities

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 ...

DMI

Service Desk Manager

Washington, DC

$109K - $119K/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 ...

DMI

Service Desk Manager

Washington, DC

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 ...

Centuria

Service Desk Manager

Alexandria, VA · On-site

The Service Desk Manager will be responsible for overall project management of complex IT contracts, managing employee groups, and providing technical direction and administrative support.

Centuria

Service Desk Manager

Alexandria, VA · On-site

Service Desk Manager Location: Alexandria, Virginia Company/ Program Description: Centuria, a Service-Disabled Veteran-Owned Small Business (SDVOSB), has been delivering IT, Engineering, and ...

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All JobsService Desk JobsService Desk Manager JobsService Desk Manager Jobs in Springfield, VA

Service Desk Manager information

See Springfield, VA salary details

$38.2K

$98.9K

$164.2K

How much do service desk manager jobs pay per year?

As of Jul 24, 2026, the average yearly pay for service desk manager in Springfield, VA is $98,866.00, according to ZipRecruiter salary data. Most workers in this role earn between $74,300.00 and $117,700.00 per year, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive as a Service Desk Manager, and why are they important?

To thrive as a Service Desk Manager, you need strong IT knowledge, experience in service management, and often a relevant degree or ITIL certification. Familiarity with ticketing systems such as ServiceNow or Jira, as well as reporting and analytics tools, is typically required. Excellent leadership, problem-solving, and communication skills set standout managers apart, enabling them to lead teams effectively and resolve conflicts. These competencies ensure efficient service delivery, high customer satisfaction, and continuous improvement in IT support environments.

What is the difference between Service Desk Manager vs Help Desk Supervisor?

AspectService Desk ManagerHelp Desk Supervisor
ResponsibilitiesOversees entire service desk operations, manages teams, develops policies, and ensures service quality.Supervises help desk staff, handles escalations, and ensures ticket resolution efficiency.
Required CredentialsTypically requires ITIL certification, relevant IT experience, and leadership skills.Often requires help desk experience, customer service skills, and basic IT certifications.
Work EnvironmentLeads a team in a corporate IT setting, focusing on strategic improvements.Manages daily help desk activities, often in a support center environment.

The main difference is that a Service Desk Manager has broader strategic and managerial responsibilities, overseeing the entire service desk operation, while a Help Desk Supervisor focuses on daily team supervision and ticket resolution. Both roles require IT knowledge and customer service skills, but the Service Desk Manager typically holds a higher level of responsibility and leadership.

What are the most common challenges faced by a Service Desk Manager, and how can they be effectively addressed?

Service Desk Managers often encounter challenges such as balancing high ticket volumes, ensuring timely resolution of issues, and managing team performance under pressure. Effective strategies include implementing clear processes for ticket prioritization, regularly training staff on both technical and customer service skills, and utilizing performance metrics to identify areas for improvement. Additionally, fostering open communication and collaboration within the team helps address issues promptly and maintain a positive work environment.

What is a Service Desk Manager?

A Service Desk Manager is a professional responsible for overseeing the daily operations of an organization’s IT service desk. They lead a team that provides technical support to users, ensuring that incidents and service requests are resolved efficiently. The Service Desk Manager also implements processes and best practices to improve customer satisfaction, manages staff performance, and coordinates with other IT departments to resolve complex issues. Their ultimate goal is to ensure smooth IT service delivery and support across the organization.
What are the most commonly searched types of Service Desk jobs in Springfield, VA? The most popular types of Service Desk jobs in Springfield, VA are:
What job categories do people searching Service Desk Manager jobs in Springfield, VA look for? The top searched job categories for Service Desk Manager jobs in Springfield, VA are:
What cities near Springfield, VA are hiring for Service Desk Manager jobs? Cities near Springfield, VA with the most Service Desk Manager job openings:
Service Desk Manager jobs near you
Infographic showing various Service Desk Manager job openings in Springfield, VA as of July 2026, with employment types broken down into 79% Full Time, 18% Part Time, 1% Temporary, and 2% Contract. Highlights an 96% Physical, 1% Hybrid, and 3% Remote job distribution, with an average salary of $98,866 per year, or $47.5 per hour.
Service Desk Manager

Service Desk Manager

The Heritage Foundation

Washington, DC • On-site

$85K - $100K/yr

Full-time

Medical, Dental, Vision, Retirement, PTO

Posted 18 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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