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Service Desk Operations Manager Jobs in Washington

CSV-TAUREAN

Service Desk Lead

Alexandria, VA · On-site

Direct daily Service Desk operations and ensure SLAs are achieved. * Manage incident, problem, and request fulfillment using ServiceNow. * Supervise technical personnel: scheduling, training ...

CSV-Taurean

Service Desk Lead

Alexandria, VA · On-site

Direct daily Service Desk operations and ensure SLAs are achieved. * Manage incident, problem, and request fulfillment using ServiceNow. * Supervise technical personnel: scheduling, training ...

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All JobsService Desk Operations JobsService Desk Operations Manager JobsService Desk Operations Manager Jobs in Washington

Service Desk Operations Manager information

See Washington salary details

$41.3K

$107.1K

$177.8K

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

As of Jul 21, 2026, the average yearly pay for service desk operations manager in Washington is $107,051.00, according to ZipRecruiter salary data. Most workers in this role earn between $80,400.00 and $127,400.00 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.

What does a service desk manager do?

A service desk manager oversees the support team responsible for resolving IT issues and providing technical assistance to users. They coordinate workflows, ensure service quality, manage incident escalation, and often use IT service management tools like ITIL frameworks. Strong communication, leadership skills, and technical knowledge are essential for this role.

What does a service operations manager do?

A Service Desk Operations Manager oversees the daily functions of the service desk team, ensuring efficient incident resolution, customer satisfaction, and adherence to service level agreements. They coordinate staff, implement processes, and utilize tools like ticketing systems to maintain service quality and improve operational performance.

What makes a good service desk manager?

A good service desk manager possesses strong leadership, communication, and problem-solving skills to oversee support teams effectively. They should have a solid understanding of IT service management frameworks like ITIL, be able to handle escalations efficiently, and prioritize customer satisfaction while managing resources and performance metrics.

Is operations manager a high position?

An operations manager is typically considered a mid- to senior-level management role responsible for overseeing daily business activities, implementing policies, and improving efficiency. The position's seniority can vary depending on the organization, but it generally holds significant responsibility within a company's hierarchy.
What are popular job titles related to Service Desk Operations Manager jobs in Washington? For Service Desk Operations Manager jobs in Washington, the most frequently searched job titles are:
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What cities in Washington are hiring for Service Desk Operations Manager jobs? Cities in Washington with the most Service Desk Operations Manager job openings:
Service Desk Operations Manager jobs near you
Infographic showing various Service Desk Operations Manager job openings in Washington as of July 2026, with employment types broken down into 78% Full Time, 20% Part Time, 1% Temporary, and 1% Contract. Highlights an 94% Physical, 4% Hybrid, and 2% Remote job distribution, with an average salary of $107,051 per year, or $51.5 per hour.
Service Desk Manager (On-Site)

Service Desk Manager (On-Site)

OPS

Fort George G Meade, MD • On-site

Full-time

Medical, Dental, Vision, Retirement, PTO

Posted 3 days ago

Job description

Description:

Oneida Professional Services is seeking a Service Desk Manager to support the Defense Information School (DINFOS) Technology & Logistics Support Services contract at Fort Meade, Maryland. This position is responsible for leading daily service desk operations and ensuring timely, effective technical support for DINFOS faculty, staff, students, and mission partners.

The Service Desk Manager will oversee service desk personnel, coordinate support activities across technical teams, and ensure the delivery of high-quality customer service in a dynamic military and educational environment. The successful candidate will manage service requests, asset tracking, software licensing, patch management activities, and operational reporting while serving as a key liaison between end users and technical support teams.


*This position is contingent on the award of a federal contract


Key Responsibilities

  • Manage and oversee the daily operations of the DINFOS Service Desk.
  • Lead, mentor, and supervise service desk personnel to ensure effective customer support and timely issue resolution.
  • Organize, prioritize, and assign work activities to service desk staff based on mission requirements and workload demands.
  • Coordinate support efforts with project managers, network engineers, application developers, broadcast engineers, audio/visual technicians, and logistics personnel.
  • Monitor service desk performance and ensure compliance with established service level objectives and operational procedures.
  • Track, manage, and report hardware and software configurations, software licensing, and asset inventory information.
  • Oversee software license utilization and ensure compliance with applicable licensing requirements.
  • Coordinate and monitor patch management activities to maintain system security and operational readiness.
  • Develop and maintain service desk documentation, reports, procedures, and performance metrics.
  • Identify opportunities for process improvement and implement solutions that enhance customer service and operational efficiency.
  • Serve as the primary point of contact for service desk escalations and customer support issues.
Requirements:

Required Qualifications

  • Experience managing or leading a service desk, help desk, or IT support organization.
  • Demonstrated experience supporting day-to-day service desk operations in an academic, educational, military, or enterprise environment.
  • Experience leading teams, assigning workloads, and managing competing priorities.
  • Knowledge of IT service management principles and customer support best practices.
  • Experience tracking hardware and software assets, software licensing, configuration management, and patch management activities.
  • Strong organizational, analytical, and problem-solving skills.
  • Excellent written and verbal communication skills.
  • Demonstrated ability to provide exceptional customer service in a military, educational, or professional environment.
  • Proficiency with service desk ticketing systems and standard Microsoft Office applications.

Preferred Qualifications

  • Experience supporting Department of Defense or military organizations.
  • Experience supporting educational institutions, training commands, or academic technology environments.
  • Experience developing service desk metrics, dashboards, and performance reports.
  • Experience managing enterprise IT support operations with diverse technical teams.
  • Familiarity with cybersecurity best practices, asset management, and configuration management processes.


Benefits (FEDERAL):

  • 15 Days of Paid Time Off
  • 11 Paid Holidays
  • 401(k) Retirement Plan with Company Match
  • Medical, Dental, and Eye Insurance
  • Employee Referral Program
  • Tuition Reimbursement
  • Employee Assistance Program (EAP)
  • Wellness Program
  • Multiple Voluntary Medical Benefits

About Us:

The Oneida ESC Group is a family of companies owned by the Oneida Nation of Wisconsin that delivers customer-focused engineering, science, and construction services worldwide.

Our family of companies includes:

  • Oneida ESC Group (OESC)
  • Oneida Professional Services (OPS)
  • Oneida Total Integrated Enterprises (OTIE)
  • Mission Support Services (MS2)
  • Sustainment & Restoration Services (SRS)
  • Oneida Engineering Solutions (OES)
  • General Mechanical Corporation (GMC)
  • LG2 Environmental Solutions (LG2)
  • Oneida Environmental (OE)

We integrate our staff for dedicated, cooperative, and business-like delivery of services to enhance our customers’ missions.


Equal Employment Opportunity:

Oneida ESC Group is an equal opportunity employer committed to inclusion and diversity in the workplace. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, or any other characteristic