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Service Desk Operations Manager Jobs in Reston, VA

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

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 Reston, VA

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 Jun 15, 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 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.

Is a service desk role stressful?

A Service Desk Operations Manager role can be stressful due to the need to handle high volumes of support requests, resolve technical issues quickly, and manage team performance. The job often requires strong communication skills, problem-solving abilities, and the ability to work under pressure, especially during critical incidents or system outages.

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 qualifications do you need to be a service desk analyst?

A service desk analyst typically needs a high school diploma or equivalent, along with technical knowledge of computer systems, software, and hardware. Relevant certifications such as CompTIA A+ or ITIL can enhance qualifications, and strong communication and problem-solving skills are essential for the role.
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 June 2026, with employment types broken down into 85% Full Time, and 15% Part Time. Highlights an 100% In-person job distribution, with an average salary of $98,333 per year, or $47.3 per hour.
Service Desk Lead

Service Desk Lead

Essnova Solutions, Inc.

Washington, DC

Full-time

Medical, Dental, Vision, Retirement, PTO

Posted 22 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. 

  • 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

Apply