ZipRecruiter

Log In

1

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

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

$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 ...

Na Oiwi Kane

Service Desk Manager

Washington, DC

$105K - $115K/yr

Overview Job Summary Galapagos Federal Systems, LLC is seeking a motivated and experienced Service Desk Manager (SDM) to lead a team of IT professionals delivering front-line technical support to end ...

ManTech

Service Desk Manager

Chantilly, VA

MANTECH seeks a motivated, career and customer-oriented Service Desk Manager to join our team in Chantilly, VA . The position is onsite . The selected candidate will articulate Service Desk ...

New

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 ...

next page

Showing results 1-20

People also search for

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

Service Desk Manager information

See Springfield, VA salary details

$38.1K

$98.7K

$164K

How much do service desk manager jobs pay per year?

As of May 30, 2026, the average yearly pay for service desk manager in Springfield, VA is $98,727.00, according to ZipRecruiter salary data. Most workers in this role earn between $74,200.00 and $117,500.00 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 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 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 commonly searched types of Service Desk jobs in Springfield, VA? The most popular types of Service Desk jobs in Springfield, VA are:
What are popular job titles related to Service Desk Manager jobs in Springfield, VA? For Service Desk Manager jobs in Springfield, VA, the most frequently searched job titles 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 May 2026, with employment types broken down into 98% Full Time, and 2% Contract. Highlights an 83% In-person, 7% Hybrid, and 10% Remote job distribution, with an average salary of $98,727 per year, or $47.5 per hour.

Service Desk Manager

Client First Technologies

Fairfax, VA • On-site

Full-time

Posted 23 days ago

Job description

Description:

Client First Technologies currently is seeking a Service Desk Manager in support of our government customer. The Service Desk Manager is responsible for the leadership, oversight, and day-to-day management of enterprise IT service desk operations supporting a high-volume, mission-critical environment. This role ensures the effective delivery of customer support services, incident response, ticket resolution, and service request fulfillment in accordance with established service level expectations. The Service Desk Manager serves as the primary lead for service desk personnel and acts as a key liaison between technical teams, operational stakeholders, and leadership. The position coordinates workflow, staffing, performance reporting, and continuous process improvement to ensure consistent, timely, and high-quality support services. In addition, the Service Desk Manager ensures service desk operations align with IT Service Management (ITSM) best practices, promotes customer satisfaction, and supports the ongoing optimization of tools, procedures, and knowledge resources across the enterprise support organization.


This is a full-time, remote position. CFT offers a full benefits package, a collaborative work environment and a strong company culture. Veterans and military spouses are encouraged to apply.


Responsibilities

  • Manage overall service desk operations for a team primarily responsible for Tier III and Tier IV escalated issues, ensuring efficient handling of incidents, service requests, further escalations, and customer support inquiries
  • Oversee ticket queue management, prioritization, assignment, and resolution to ensure timely response and adherence to service level objectives
  • Lead and supervise service desk staff, including workforce scheduling, performance monitoring, coaching, and professional development
  • Serve as the escalation point for high-priority incidents, coordinating rapid response and resolution with technical and engineering teams, including product vendor support teams. If necessary, work on and close out incidents directly
  • Ensure consistent application of standardized processes, operating procedures, and ITSM practices across service desk functions
  • Develop, maintain, and improve service desk documentation, knowledge articles, and standard operating procedures to enhance service quality and efficiency. Recommend and implement improvements that drive effectiveness and efficiency of the team without negatively impacting customer service levels and standards
  • Monitor service desk metrics and trends, preparing recurring operational reports and recommending corrective actions or improvements
  • Coordinate onboarding and training activities for new service desk personnel, ensuring readiness to support enterprise applications and platforms
  • Promote a customer-focused support culture, ensuring professional communication, user satisfaction, and service excellence.
  • Support continuous improvement initiatives, including automation opportunities, workflow enhancements, and adoption of new tools or support capabilities
Requirements:

Qualifications

  • Bachelor’s degree in Information Technology, Business Administration, or a related field (or equivalent professional experience)
  • Minimum of eight (8) years of experience in IT support or service desk operations, with at least 3 years in a supervisory or management role
  • Demonstrated experience managing high-volume service desk environments supporting enterprise users and complex IT systems
  • Strong expertise in service desk operations, including incident management, request fulfillment, escalation handling, and customer support processes
  • Experience with ITSM tools and ticketing platforms (e.g., ServiceNow or equivalent)
  • Proven ability to lead teams in SLA-driven environments requiring rapid response and consistent service delivery
  • Strong knowledge of IT Service Management (ITSM) frameworks and service desk best practices; ITIL v4 certification preferred
  • Excellent organizational, analytical, and problem-solving skills, with the ability to identify trends, assess root causes, and implement process improvements
  • Strong communication and interpersonal skills, including the ability to engage effectively with users, technical staff, and leadership
  • Ability to develop and maintain knowledge management resources, SOPs, and training materials
  • Demonstrated ability to manage competing priorities, support operational continuity, and drive performance accountability
  • Customer-focused mindset with a commitment to delivering high-quality support services in a professional manner
  • Ability to obtain and maintain the required background investigation and security clearance level appropriate to the role

Preferred Technical Qualifications

  • Demonstrated experience supporting enterprise Microsoft 365 environments, including core workloads such as Exchange Online, Microsoft Teams, SharePoint Online, and OneDrive for Business
  • Familiarity with administration and troubleshooting of identity and access management solutions, including Microsoft Entra ID (Azure Active Directory) and multi-factor authentication
  • Experience supporting collaboration and messaging platforms in hybrid cloud/on-premises environments, including user provisioning, mailbox management, and distribution group support
  • Knowledge of Microsoft Purview compliance capabilities, including basic familiarity with eDiscovery workflows, retention policies, and content search processes
  • Experience supporting secure communication and encryption technologies, including Azure Information Protection (AIP), Rights Management Services (RMS), and certificate-based authentication solutions
  • Understanding of Public Key Infrastructure (PKI) concepts and experience coordinating support for certificate-related user issues
  • Ability to manage service desk support for enterprise endpoint management tools such as Microsoft Intune and System Center Configuration Manager (SCCM), including device enrollment and policy troubleshooting

Physical Demands

  • Must be able to sit and stand for extended periods of time
  • Occasional travel and overtime may be required

Required Clearances and Screenings

  • This position is subject to a government background investigation and must meet eligibility for a position designated with Moderate Risk sensitivity
  • Candidates with current Veterans Affairs (VA) Tier 2/Moderate Background Investigation or equivalent (e.g., DoD Tier 3/NACLC, Active Secret) are preferred