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Service Desk Operations Manager Jobs (NOW HIRING)

hendersonco

Service Desk Supervisor

Kansas City, MO

Demonstrated success managing service desk operations through metrics and KPIs driving measurable improvements in SLA performance, backlog reduction, ticket quality, and customer satisfaction is ...

Peraton

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 ... Manage the day-to-day resolution of service desk tickets, incidents, and requests in compliance ...

AeroVironment

Manager, Service Desk

Dayton, OH · On-site

The Manager, Service Desk executes established ITIL processes, asset management workflows, and ... Aligns daily Service Desk operations with IT leadership's strategy, communicating operational ...

AeroVironment

Manager, Service Desk

Herndon, VA · On-site

The Manager, Service Desk executes established ITIL processes, asset management workflows, and ... Aligns daily Service Desk operations with IT leadership's strategy, communicating operational ...

Markel

Supervisor Service Desk

Richmond, VA · On-site

... management (ITSM) principles and ITIL best practices to ensure service desk operations align with industry standards. • Understand service desk metrics and KPIs and use them to manage daily ...

Applied Information Sciences

The Manager must understand service desk operations, ITSM processes, cloud operations, compliance-driven environments, and how to lead technical teams toward measurable service outcomesand a strong ...

GSD Search

Service Desk Team Lead

Tempe, AZ · On-site

Team Lead, IT Service Desk Location: Tempe, AZ (Onsite) Position Type: Direct Hire Lead an ... delivery and operational efficiency. Customer Support * Manage escalated user concerns with ...

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Service Desk Operations Manager information

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$36.5K

$94.5K

$157K

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

As of Aug 29, 2026, the average yearly pay for service desk operations manager in the United States is $94,518.00, according to ZipRecruiter salary data. Most workers in this role earn between $71,000.00 and $112,500.00 per year, depending on experience, location, and employer.

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

AspectService Desk Operations ManagerService Desk Supervisor
ResponsibilitiesOversees multiple service desk teams, manages strategic planning, and ensures service qualitySupervises daily operations, manages team members, and handles escalations
Required CredentialsITIL certification, relevant IT experience, leadership skillsITIL knowledge, technical support experience, team management skills
Work EnvironmentStrategic, managerial setting, often in larger organizationsOperational, team-focused environment, often in help desk or support centers
Industry UsageCommon in IT service management, large enterprisesCommon 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.

How much do service desk operations managers make?

Service Desk Operations Managers in the US typically earn between $60,000 and $100,000 annually, with the median salary around $75,000. Salaries vary based on experience, location, company size, and certifications such as HDI or ITIL, and often include benefits like bonuses and health insurance.

What is the role of a Service Desk Operations Manager?

A Service Desk Operations Manager oversees the daily operations of the service desk team, ensuring efficient incident and request resolution, maintaining service quality, and implementing process improvements. They coordinate staff, monitor performance metrics, and often utilize IT service management tools like ITIL frameworks to meet organizational service goals.
More about Service Desk Operations Manager jobs

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Cities with the most Service Desk Operations Manager job openings:

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Service Desk Operations Manager jobs near you
Infographic showing various Service Desk Operations Manager job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 79% Full Time, 17% Part Time, and 3% Contract. Highlights an 89% Physical, 1% Hybrid, and 10% Remote job distribution, with an average salary of $94,518 per year, or $45.4 per hour.

Service Desk Operations Manager

EXECUTIVE 1 HOLDING COMPANY

Washington, DC

Full-time

Medical, Dental, Vision, Retirement, PTO

Re-posted 12 days ago

Job description

Transparency matters to us: We recruit for this position on an ongoing basis as business needs arise. While there may not be an immediate opening, we welcome applications from experienced Service Desk Managers interested in joining our team. Our hiring team will review your qualifications and contact you when a suitable opportunity becomes available.

The Service Desk Manager will lead day-to-day delivery for an IT Service Desk supporting scientific and health-related federal agency customers. This onsite role is responsible for supervising service desk and deskside support personnel, maintaining service quality, ensuring contractual requirements are met, and serving as the primary operational liaison with government stakeholders.

Key Responsibilities

  • Serve as the primary onsite liaison for the government customer, including the COR or designated representatives.

  • Supervise and manage service desk, call center, and deskside support staff to ensure responsive, high-quality service delivery.

  • Allocate resources and technician workloads based on priorities, ticket volume, staffing levels, and operational needs.

  • Monitor team performance, coach staff, address issues promptly, and support retention and mission success.

  • Track service levels, operational trends, risks, and recurring issues; recommend and implement corrective actions.

  • Ensure contract requirements, reporting, and deliverables are completed accurately and on schedule.

  • Maintain and improve operational documentation, including SOPs, knowledge articles, checklists, and process materials.

  • Build strong working relationships with federal stakeholders, contractor leadership, and technical teams.

  • Promote a culture of accountability, continuous improvement, customer service, and operational excellence.

Additional Responsibilities: 

  • Additional responsibilities include supporting growth and proposal efforts, as well as expanding business within your assigned portfolio." Please let me know if this works for you. 

Required Qualifications

  • Minimum of 5 years of IT service desk, help desk, or technical support experience.

  • At least 2 years of management, supervisory, or team lead experience in a technical support environment.

  • Experience overseeing service desk operations, ticket management, workload prioritization, and customer support performance.

  • Strong communication, organization, negotiation, and process improvement skills.

  • Ability to analyze service trends, identify risks, set priorities, and drive corrective action in a fast-paced environment.

  • Ability to pass a Public Trust or similar federal background investigation.

Preferred Qualifications

  • Experience supporting federal government customers or working in a federal contractor environment.

  • Experience managing service level agreements (SLAs) and service desk performance metrics.

  • Knowledge of ITIL processes, service management practices, and ITSM tools.

  • Ability to use learning management, content management, and knowledge management systems.

Work Environment

This is a full-time onsite position in the Metro DC area. The role supports mission-focused federal customers in scientific and health-related environments and requires regular in-person coordination with service desk teams and client stakeholders.

Benefits

  • Medical, Dental and Vision Coverage 

  • 401(k) Matching

  • PTO

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