Service Desk Lead
Washington, DC · On-site
... Cause Analysis). * Coordinate and make available to DoD OIG management documentation detailing the technical environment used to provide Service Desk Operations and Administration services (e.g ...
Service Desk Lead
Washington, DC · On-site
... Cause Analysis). * Coordinate and make available to DoD OIG management documentation detailing the technical environment used to provide Service Desk Operations and Administration services (e.g ...
Service Desk Lead
Cheyenne, WY · On-site
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
Service Desk Lead
Cheyenne, WY · On-site
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
Service Desk Lead
Salt Lake City, UT · On-site
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
Service Desk Lead
Salt Lake City, UT · On-site
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
Service Desk Lead
Augusta, ME · On-site
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
Service Desk Lead
Augusta, ME · On-site
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
Service Desk Lead
Phoenix, AZ · On-site
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
Service Desk Lead
Phoenix, AZ · On-site
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
Service Desk Lead
Sacramento, CA · On-site
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
Service Desk Lead
Sacramento, CA · On-site
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
Service Desk Lead
Little Rock, AR · On-site
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
Service Desk Lead
Little Rock, AR · On-site
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
Service Desk Lead
Washington, DC · On-site
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
Service Desk Lead
Washington, DC · On-site
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
Service Desk Lead
Harrisburg, PA · On-site
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
Service Desk Lead
Harrisburg, PA · On-site
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
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
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
Service Desk Lead
Concord, NH · On-site
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
Service Desk Lead
Concord, NH · On-site
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
Service Desk Lead
Raleigh, NC · On-site
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
Service Desk Lead
Raleigh, NC · On-site
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
Service Desk Lead
Des Moines, IA · On-site
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
Service Desk Lead
Des Moines, IA · On-site
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
Service Desk Lead
Juneau, AK · On-site
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
Service Desk Lead
Juneau, AK · On-site
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
Service Desk Lead
Santa Fe, NM · On-site
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
Service Desk Lead
Santa Fe, NM · On-site
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
Service Desk Lead
Jefferson City, MO · On-site
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
Service Desk Lead
Jefferson City, MO · On-site
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
Service Desk Lead
Boston, MA · On-site
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
Service Desk Lead
Boston, MA · On-site
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
Service Desk Lead
Montgomery, AL · On-site
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
Service Desk Lead
Montgomery, AL · On-site
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
Serve as the senior leader for all IT service desk operations under Task 2 of the NNSA OST ... Track, analyze, and report KPIs and SLA performance metrics to program management and government ...
Serve as the senior leader for all IT service desk operations under Task 2 of the NNSA OST ... Track, analyze, and report KPIs and SLA performance metrics to program management and government ...
Senior Service Desk Manager
Albuquerque, NM · On-site
$104K - $166K/yr
Serve as the senior leader for all IT service desk operations under Task 2 of the NNSA OST ... Track, analyze, and report KPIs and SLA performance metrics to program management and government ...
Senior Service Desk Manager
Albuquerque, NM · On-site
$104K - $166K/yr
Serve as the senior leader for all IT service desk operations under Task 2 of the NNSA OST ... Track, analyze, and report KPIs and SLA performance metrics to program management and government ...
Service Desk Operations Analyst information
See salary details
$14.66 - $18.47
5% of jobs
$18.47 - $22.27
15% of jobs
$23.82 is the 25th percentile. Wages below this are outliers.
$22.27 - $26.07
12% of jobs
$26.07 - $29.87
14% of jobs
The median wage is $31.14 / hr.
$29.87 - $33.68
13% of jobs
$33.68 - $37.48
12% of jobs
$39.19 is the 75th percentile. Wages above this are outliers.
$37.48 - $41.28
11% of jobs
$41.28 - $45.08
7% of jobs
$45.08 - $48.89
4% of jobs
$48.89 - $52.69
2% of jobs
$52.69 - $56.49
5% of jobs
$14
$33
$56
How much do service desk operations analyst jobs pay per hour?
As of Sep 9, 2026, the average hourly pay for service desk operations analyst in the United States is $33.75, according to ZipRecruiter salary data. Most workers in this role earn between $24.04 and $40.38 per hour, depending on experience, location, and employer.
What is the difference between Service Desk Operations Analyst vs Help Desk Technician?
| Aspect | Service Desk Operations Analyst | Help Desk Technician |
|---|---|---|
| Certifications | ITIL, CompTIA A+ | CompTIA A+, HDI |
| Work Environment | Corporate IT support, enterprise environments | End-user support, call centers |
| Responsibilities | Incident management, process improvement, reporting | Troubleshooting, basic technical support |
| Industry Usage | IT service management, large organizations | Small to medium businesses, help desks |
The Service Desk Operations Analyst typically handles more complex incident management and process optimization within enterprise environments, requiring specific certifications like ITIL. In contrast, Help Desk Technicians focus on basic troubleshooting and end-user support. Both roles are essential in IT support but differ in scope and responsibilities.
What cities are hiring for Service Desk Operations Analyst jobs?
Cities with the most Service Desk Operations Analyst job openings:
What are popular job titles related to Service Desk Operations Analyst jobs?
For Service Desk Operations Analyst jobs, the most frequently searched job titles are:
Service Desk Lead
Washington, DC • On-site
Essnova Solutions, Inc. •
Software Development • 1 - 10 employees1 - 10 employees
Full-time
Medical, Dental, Vision, Retirement, PTO
Re-posted 18 days ago
Job description
Essnova Solutions, Inc. is an Inc. 500 powerhouse and SBA 8(a)/HUBZone-certified small business. We are on the hunt for leaders that are ready to shape the future of federal contracting. We have access to premier vehicles like GSA OASIS+, Seaport NxG, FAA eFAST, GSA MAS, and 8(a) STARS III, and deep capabilities spanning IT, Cybersecurity, Healthcare, Geospatial, and Environmental services. Backed by top-tier clearances, ISO and CMMI Level 3 certifications, and a track record of exceptional past performance, Essnova is positioned for explosive growth-and we want a team who can seize it.
The Service Desk Lead will provide on-site support for DoD OIG's headquarters personnel and remote support for field offices for a wide range of desktop hardware and software, common IT services, and OIG specific applications on the Unclassified (Non-classified Internet Protocol (IP) Router Network (NIPRNet)), Classified (Secret Internet Protocol Router Network (SIPRNet)) and Joint Worldwide Intelligence Communication System (JWICS) (Headquarters (HQ) only) networks.
Requirements
Preferred Qualifications
Benefits
Benefits
Why Essnova
The Service Desk Lead will provide on-site support for DoD OIG's headquarters personnel and remote support for field offices for a wide range of desktop hardware and software, common IT services, and OIG specific applications on the Unclassified (Non-classified Internet Protocol (IP) Router Network (NIPRNet)), Classified (Secret Internet Protocol Router Network (SIPRNet)) and Joint Worldwide Intelligence Communication System (JWICS) (Headquarters (HQ) only) networks.
- Define Service Desk Operations and Administration Services requirements and policies.
- Develop and document Service Desk Operations and Administration Services procedures that meet requirements and adhere to defined policies.
- Review Service Desk Operations and Administration Services procedures annually and update as required to meet requirements and adhere to defined policies.
- Track the usage of Self-Help Support Services.
- Answer the inbound calls and chats within a time frame so the end users do not disconnect before an agent can answer their call or chat.
- Resolve inbound calls and chats before disconnecting end user the call or chat.
- Develop escalation process including quarterly validation.
- Maintain and provide escalation contact list(s) for all IT services (including subcontractors and Third Parties suppliers).
- Refer incidents to resolver groups outside of the Service Desk group.
- Issue broadcasts or other notices to provide status updates as required for planned and unplanned events.
- Provide End-User online/portal access to Service Requests and Incident reports.
- Provide End-Users online access to view/display incident status.
- Develop and execute procedures for conducting End-User Satisfaction Surveys in accordance with the Service-Level Requirements.
- Maintain a continuous improvement program that improves Service Desk Service delivery.
- Work with DoD OIG to identify solutions that minimize the need to call the Service Desk (e.g., additional End-User training, self-help support opportunities, Root Cause Analysis).
- Coordinate and make available to DoD OIG management documentation detailing the technical environment used to provide Service Desk Operations and Administration services (e.g., Network configuration of Service Desk environment and portal services, ITSM/service desk software, portal application).
Requirements
- Must have Top Secret (TS) security clearance with SCI eligibility.
- Must have a bachelor's degree in computer science, information systems, business administration, information technology, or equivalent work experience.
- IAT Service Level Certificates
- Must have 9 years' experience in helpdesk/desktop support.
- Must have 3 years' experience managing technical personnel.
- Must have 2 years' experience with ServiceNow platform, and M365 products.
Preferred Qualifications
- Information Technology Information Library (ITIL) v3 or later.
Benefits
Benefits
- Medical, dental, and vision insurance
- 401(k) with company match
- Paid time off + federal holidays
- Fast-track growth in a high-accountability culture
Why Essnova
- Rapidly growing, innovation-focused GovCon firm
- High-ownership environment where your wins matter
- Direct access to leadership, zero bureaucracy
- Culture built on speed, agility, and results
About Essnova Solutions
Sourced by ZipRecruiter
Industry
Software development
Company size
1 - 10 Employees
Headquarters location
Hoover, AL, US
Year founded
2005