Job Brief The Service Desk Operations Manager (SDOM) is arguably one of the most critical and challenging roles and requires a high degree of skills and experience. We are a federal IT company on a ...
Job Brief The Service Desk Operations Manager (SDOM) is arguably one of the most critical and challenging roles and requires a high degree of skills and experience. We are a federal IT company on a ...
This role provides leadership over both the operational management of the Service Desk and the technical expertise that supports enterprise end-user computing. The Director is accountable for driving ...
This role provides leadership over both the operational management of the Service Desk and the technical expertise that supports enterprise end-user computing. The Director is accountable for driving ...
Service Desk Manager
Washington, DC ยท On-site
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 ...
Service Desk Manager
Washington, DC ยท On-site
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 ...
Service Desk Manager
Washington, DC ยท On-site
$112K - $179K/yr
Manage daily operations of the enterprise IT Service Desk supporting 4,000+ users across headquarters and geographically-distributed remote locations. * Supervise, mentor, and lead a team of Service ...
Service Desk Manager
Washington, DC ยท On-site
$112K - $179K/yr
Manage daily operations of the enterprise IT Service Desk supporting 4,000+ users across headquarters and geographically-distributed remote locations. * Supervise, mentor, and lead a team of Service ...
Service Desk Lead
Richmond, VA ยท On-site
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 ...
Service Desk Lead
Richmond, VA ยท On-site
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 ...
Service Desk Lead
Cheyenne, WY ยท On-site
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 ...
Service Desk Lead
Cheyenne, WY ยท On-site
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 ...
Service Desk Lead
Topeka, KS ยท On-site
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 ...
Service Desk Lead
Topeka, KS ยท On-site
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 ...
Service Desk Lead
Phoenix, AZ ยท On-site
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 ...
Service Desk Lead
Phoenix, AZ ยท On-site
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 ...
Service Desk Lead
Springfield, IL ยท On-site
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 ...
Service Desk Lead
Springfield, IL ยท On-site
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 ...
Service Desk Lead
Bismarck, ND ยท On-site
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 ...
Service Desk Lead
Bismarck, ND ยท On-site
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 ...
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 ...
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 ...
Service Desk Lead
Augusta, ME ยท On-site
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 ...
Service Desk Lead
Augusta, ME ยท On-site
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 ...
Service Desk Lead
Little Rock, AR ยท On-site
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 ...
Service Desk Lead
Little Rock, AR ยท On-site
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 ...
Service Desk Lead
Washington, DC ยท On-site
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 ...
Service Desk Lead
Washington, DC ยท On-site
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 ...
Service Desk Lead
Trenton, NJ ยท On-site
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 ...
Service Desk Lead
Trenton, NJ ยท On-site
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 ...
Service Desk Manager
Roseville, MN ยท Hybrid
We are seeking a Service Desk Manager to lead and continuously improve the endtoend digital ... Lead day-to-day service desk operations with a strong focus on reliability, responsiveness, and ...
Service Desk Manager
Roseville, MN ยท Hybrid
We are seeking a Service Desk Manager to lead and continuously improve the endtoend digital ... Lead day-to-day service desk operations with a strong focus on reliability, responsiveness, and ...
Key Responsibilities Provide overall management and supervision of Service Order Desk operations supporting a 24/7 environment Serve as the primary liaison between IAW and Government representatives ...
Key Responsibilities Provide overall management and supervision of Service Order Desk operations supporting a 24/7 environment Serve as the primary liaison between IAW and Government representatives ...
Service Desk Administrator
Alachua, FL ยท On-site
The Service Desk Administrator is responsible for providing senior administrative and technical ... This strategic role combines advanced technical expertise with operational management, serving as ...
Service Desk Administrator
Alachua, FL ยท On-site
The Service Desk Administrator is responsible for providing senior administrative and technical ... This strategic role combines advanced technical expertise with operational management, serving as ...
Service Desk Manager/Quality Assurance
Washington, DC ยท On-site
$119K - $140K/yr
The Service Desk Manager oversees the overall operation, performance, and effectiveness of the Service Desk, which serves as the primary point of contact for end-user IT support. This role integrates ...
Service Desk Manager/Quality Assurance
Washington, DC ยท On-site
$119K - $140K/yr
The Service Desk Manager oversees the overall operation, performance, and effectiveness of the Service Desk, which serves as the primary point of contact for end-user IT support. This role integrates ...
Service Manager - Service Desk
Dallas, TX ยท On-site
We are seeking a seasoned Service Manager - Service Desk to lead end-to-end Service Desk operations, ensuring exceptional customer experience, SLA compliance, and operational excellence. This role ...
Service Manager - Service Desk
Dallas, TX ยท On-site
We are seeking a seasoned Service Manager - Service Desk to lead end-to-end Service Desk operations, ensuring exceptional customer experience, SLA compliance, and operational excellence. This role ...
Service Desk Operations Manager information
See salary details
$36.5K - $47.5K
6% of jobs
$47.5K - $58.4K
6% of jobs
$58.4K - $69.4K
9% of jobs
$71.5K is the 25th percentile. Wages below this are outliers.
$69.4K - $80.3K
19% of jobs
The median wage is $87.4K / yr.
$80.3K - $91.3K
15% of jobs
$91.3K - $102.2K
12% of jobs
$108.5K is the 75th percentile. Wages above this are outliers.
$102.2K - $113.2K
14% of jobs
$113.2K - $124.1K
5% of jobs
$124.1K - $135.1K
5% of jobs
$135.1K - $146K
5% of jobs
$146K - $157K
3% of jobs
$36.5K
$94.5K
$157K
How much do service desk operations manager jobs pay per year?
What is the difference between Service Desk Operations Manager vs Service Desk Supervisor?
| Aspect | Service Desk Operations Manager | Service Desk Supervisor |
|---|---|---|
| Responsibilities | Oversees multiple service desk teams, manages strategic planning, and ensures service quality | Supervises daily operations, manages team members, and handles escalations |
| Required Credentials | ITIL certification, relevant IT experience, leadership skills | ITIL knowledge, technical support experience, team management skills |
| Work Environment | Strategic, managerial setting, often in larger organizations | Operational, team-focused environment, often in help desk or support centers |
| Industry Usage | Common in IT service management, large enterprises | Common in IT support teams, smaller organizations |
The Service Desk Operations Manager focuses on strategic oversight and managing multiple teams, while the Service Desk Supervisor handles daily team supervision and operational issues. Both roles require ITIL knowledge and support experience, but the manager role involves broader planning and leadership responsibilities.
What does a service desk manager do?
Is a service desk role stressful?
What does a service operations manager do?
What qualifications do you need to be a service desk analyst?

Service Desk Operations Manager with Security Clearance
Washington, DC โข On-site
Other
Posted 9 days ago
Job description
Managing escalations and critical incidents creates an environment of great tension, which can impact the interpersonal dynamics between agents, technicians, and service desk customers. The SDOM must be able to help staff work through high-stress situations in a professional manner. Applying conflict-management skills:
Service desk tickets are often escalated when users are frustrated with the response they are receiving from the agent assigned to the issue. The SDOM uses conflict-resolution skills to address user frustration and de-escalate tense situations. Prioritizing the work of others:
Business rules and automation are typically used to prioritize incidents and service requests; however, the SDOM is responsible for balancing workloads across teams and agents to maximize productivity, minimize costs, and ensure SLA compliance. Assessing the impact of a situation:
Responsible for assessing potentially critical incidents and making triage decisions about business impact, urgency, and criticality. Impact-assessment skills and experience are essential. Managing multiple priorities:
During a shift, the SDOM will be managing a wide variety of activities that compete for his or her time and attention. It is imperative that the SDOM is able to multitask and provide focused attention on high-priority issues to ensure all important activities are addressed. Working in a high-stress environment:
The ESD is a high-paced, high-stress environment. The SDOM must be able to manage stress effectively and coach staff on stress-management techniques. Communicating with DOL leadership and stakeholders:
The SDOM is the face of service desk operations to management and stakeholders. Effective verbal and written communication skills are critical to keep stakeholders informed, influence decisions, and develop healthy business relationships. Data-driven decision-making:
Data is the lifeblood of the ESD. The SDOM must be versed in operational data analysis and skilled in using data to make informed decisions. Minimum Required Experience: * 10+ years of experience within the Information Technology field.
* 5+ years of successful and consecutive commensurate experience managing a 24/7/365 customer support center or service desk with 50+ staff members and supporting 15,000+ end users.
* Proficient in Microsoft Office Suite products.
* Proficient with enterprise ITSM tools (ServiceNow is preferred).
* Strong understanding and practical experience of ITIL best practices, service desk metrics, service desk benchmarks, service catalog, reporting and dashboards, ticket management, and root cause analysis.
Minimum Required Education and Certifications: Bachelor's Degree in Information Technology, Information Systems, or Computer Science preferred. 8-10 years of experience can be substituted for a degree. The Service Desk Operations Manager must have attained two out of three of the following certifications: * ITIL 4 Managing Professional; or ITIL 4 Strategic Leader; or ITIL v3 Expert Certification - IT Service Management, and must upgrade to ITIL 4 Managing Professional or ITIL 4 Strategic Leader within 9 months of contract award.
* Help Desk Institute (HDI) Support Center Manager; and/or
* At least two (2) industry-related certifications. For example: CompTIA A+, Network+, Security+, Microsoft Office Specialist, Windows 10 Operating System, Kanban Management Professional, Microsoft 365 Certified: Modern Desktop Administrator Associate. Does this opportunity sound like a fit for you? If so, join our talent community and click to apply now!! Our Profile: We are an IT company with a unique mission-to make people the center of every federal IT solution. Our technologists have always gone the extra mile to help our federal clients succeed. And over the years, we saw a growing disconnect in how federal IT initiatives were built and managed.Time after time, programs failed because the focus was on the tools and products and not the people using them. Learn More . NuAxis is an Equal Opportunity Employer. Employment is contingent upon successful completion of a background investigation. Learn More about our Benefits and Culture!
About NuAxis Innovations
Sourced by ZipRecruiter
Company size
501 - 1,000 Employees
Headquarters location
Vienna, VA, US
Year founded
2002