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Service Desk Operations Manager Jobs in Reston, VA

DMI

Service Desk Manager

Washington, DC

$109K - $119K/yr

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 ...

DMI

Service Desk Manager

Washington, DC

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 ...

DMI

Service Desk Manager

Washington, DC · On-site

$109K/yr

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 ...

Peraton

Service Desk Manager

Washington, DC

$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 ...

Peraton

Service Desk Manager

Washington, DC · 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 ...

Peraton

Service Desk Manager

Washington, DC · 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 ...

Essnova Solutions

Service Desk Lead

Washington, DC · On-site

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 ...

NeevSys Inc

Help Desk Manager

Rockville, MD · On-site

The selected candidate will lead service desk operations, manage ServiceNow queues and SLAs, maintain ticket quality, coordinate technical escalations, support scientific applications, oversee ...

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Service Desk Operations Manager information

See Reston, VA salary details

$38K

$98.3K

$163.3K

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

As of Aug 8, 2026, the average yearly pay for service desk operations manager in Reston, VA is $98,333.00, according to ZipRecruiter salary data. Most workers in this role earn between $73,900.00 and $117,000.00 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 are popular job titles related to Service Desk Operations Manager jobs in Reston, VA? For Service Desk Operations Manager jobs in Reston, VA, the most frequently searched job titles are:
What job categories do people searching Service Desk Operations Manager jobs in Reston, VA look for? The top searched job categories for Service Desk Operations Manager jobs in Reston, VA are:
What cities near Reston, VA are hiring for Service Desk Operations Manager jobs? Cities near Reston, VA 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 Reston, VA as of August 2026, with employment types broken down into 1% As Needed, 74% Full Time, 22% Part Time, and 3% Contract. Highlights an 91% Physical, 1% Hybrid, and 8% Remote job distribution, with an average salary of $98,333 per year, or $47.3 per hour.

Service Desk Manager

Digital Management, LLC

Washington, DC • On-site

$119K/yr

Other

Medical, Life, Retirement

Re-posted 16 days ago

Job description

About DMI
DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. With a focus on end-to-end managed IT services, including managed mobility, cloud, cybersecurity, network operations, and application development, DMI supports public sector agencies and commercial enterprises around the globe. Recognized as a Top Workplace, DMI is committed to delivering secure, ef?cient, and cost-effective solutions that drive measurable results. Learn more at
About the Opportunity
DMI, LLC is seeking a Service Desk Manager to lead for the technical service desk, accountable for the end-to-end lifecycle of all IT incidents and problems across a multi-site environment supporting 700+ network users across seven locations. 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 drive consistent, high-quality service delivery.
Duties and Responsibilities:
  • Own the full incident and problem lifecycle from logging, categorization through escalation, resolution, and closure in the ITSM platform (ServiceNow, BMC Helix, or equivalent)
  • Manage and provide daily direction to service desk staff across onsite and remote support functions; coordinate integration between off-site service desk operations and onsite technical teams
  • Monitor SLA performance, analyze trends, and report metrics to program leadership; drive continuous improvement based on operational data
  • Manage escalations to Tier 3 and vendor teams; oversee major incident handling including stakeholder communications and real-time updates during outages
  • Administer and maintain the cloud-based ITSM solution including workflow configuration, ticket standards, and knowledge base management
  • Determine and acquire resources to meet operational scope; coordinate staffing across service hours including after-hours support coverage
  • Partner with the Tier 3 Network Lead, Tier 3 System Administrator Lead, and customer IT staff to align service desk operations with infrastructure and security requirements

Qualifications
Required Skills & Certifications:
  • Practical experience with the ITIL 4 Framework, specifically Service Operation and Service Transition
  • Demonstrated experience managing multi-site service desk operations with SLA accountability
  • Proficiency with cloud-based ITSM platforms (ServiceNow, BMC Helix, or equivalent)
  • Experience managing escalation workflows and major incident coordination
  • ITIL 4 Foundations


Physical Requirements: None required for this position.

Location: Washington, DC
#LI-BQ1
#DICE
Minimum Salary Rate
$109,525.50
Median Salary Rate
$119,023.50
Working at DMI
DMI is a diverse, prosperous, and rewarding place to work. Our culture is shaped by five core values that guide how we work, grow, and succeed together:
  • Do What's Right - We lead with honesty and integrity.
  • Own the Outcome - We take responsibility and deliver.
  • Deliver for Our Customers - We are relentless about delivering value.
  • Think Bold, Act Smart - We innovate with purpose.
  • Win Together - We collaborate and celebrate our success.

These values aren't just ideals-they show up in how we support every part of your well-being:
  • Convenience/Concierge - Virtual health visits, commuter perks, pet insurance, and entertainment discounts that make life easier.
  • Development - Annual performance reviews, tuition assistance, and internal career growth opportunities to help you thrive.
  • Financial - Generous 401(k) matches, life and disability insurance, and financial wellness tools to support your future.
  • Recognition - Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts that spotlight your achievements.
  • Wellness - Healthcare coverage, wellness programs, flu shots, and biometric screenings to support your health.

DMI values employees for their talents and contributions, and we take pride in helping our customers achieve their goals. Because when we live our values, we all win together.
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