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Service Desk Operations Manager Jobs in Reston, VA

Integral

Help Desk Manager

Tysons, VA · On-site

Oversee the daily operation of the service desk to include monitoring performance metrics and ... to management on service desk performance. Qualifications Required: * Bachelor's Degree with 5 ...

Integral

Help Desk Manager

Tysons Corner, VA

Oversee the daily operation of the service desk to include monitoring performance metrics and ... management on service desk performance. Required: * Bachelor's Degree with 5 years of experience in ...

ServiceTec

Service Desk Team Lead

Herndon, VA · Remote

Oversee call center operations, including incident management, quality assurance, and tier escalation for all supported channels such as phone, email, chat, and self-service. Monitor Service Desk ...

ServiceTec

Service Desk Team Lead

Herndon, VA · On-site

$65K - $70K/yr

Oversee call center operations, including incident management, quality assurance, and tier escalation for all supported channels such as phone, email, chat, and self-service. Monitor Service Desk ...

RIVIDIUM

Service Desk Director

Alexandria, VA

Core Operations and helps deliver mission-focused outcomes for service members, families, and ... Lead 24/7/365 service desk operations supporting customer issues across systems, websites ...

GDIT

Scientific IT Service Desk Manager

Bethesda, MD · On-site

$97K - $132K/yr

No GDIT is seeking a Scientific IT Service Desk Manager to join our program supporting the ... Experience optimizing service desk operations through analytics, workflow automation, or ...

TekSynap

Service Desk Team Lead

Arlington, VA

$130K - $155K/yr

Manage the development and issuance of Service Desk operational reports; * Represent the Service Desk team in a customer-facing role; * Liaise with the Contractor designated Change lead; * Act as the ...

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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 Jul 16, 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.

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 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
Help Desk Manager

Help Desk Manager

Integral

Tysons, VA • On-site

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 4 days ago

Job description

Overview
The Help Desk Manager is responsible for overseeing help desk operations and ensuring customer satisfaction for the Defense Nuclear Facilities Safety Board (DNFSB).
Responsibilities
  • Plan and implement the appropriate IT capacity (Resource Capacity Management, Service Capacity Management, and Business Capacity Management) while helping ensure that information & technology services achieve expected levels of performance.
  • Manage and mentor service desk staff, ensuring they are well-trained and equipped to handle inquiries and technical issues effectively.
  • Oversee the daily operation of the service desk to include monitoring performance metrics and service level agreements (SLAs).
  • Responsible for identifying and implementing service improvement initiatives.
  • Coordinate with other IT sections to resolve issues and ensure that the service desk continually evolves to meet changing business needs.
  • Analyze performance data to identify trends and areas of improvement to provide regular reports to management on service desk performance.

Qualifications
Required:
  • Bachelor's Degree with 5 years of experience in IT support
  • 2 years of support as a Help Desk Manager
  • ITIL v4 Certified
  • Secret Clearance

Preferred:
  • Experience in implementing ITIL-based methods of using industry-recognized Service Desk ticket management software.

Company Overview
Integral partners with federal defense, intelligence, and civilian leaders to tackle their most important challenges and deliver positive outcomes. Since our founding in 1998, we have helped clients leverage existing and emerging technologies to transform their enterprises, empower growth, drive innovation, and build sustainable success. The forward-leaning solutions we deliver are tailored to each mission with a focus on keeping our nation safe and secure.
Integral is headquartered in McLean, VA and serves clients throughout the country.
We offer a comprehensive total rewards package including paid parental leave and immediate vesting in our 401(k). Give us a try and become part of a curated group of professionals at Integral Federal!
Our package also includes:
• Medical, Dental & Vision Insurance
• Flexible Spending Accounts
• Short-Term and Long-Term Disability Insurance
• Life Insurance
• Paid Time Off & Holidays
• Earned Bonuses & Awards
• Professional Training Reimbursement
• Employee Assistance Program
Equal Opportunity Employer/Protected Veteran/Disability

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