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Service Desk Operations Manager Jobs (NOW HIRING)

Diné Development

IT Service Desk Lead

Washington, DC · On-site

The IT Service Desk Lead is responsible for overseeing daily enterprise IT service desk operations ... This role manages operational support activities across Tier 0, Tier 1, and coordinated Tier 2 ...

Corning

Global Service Desk Manager

Corning, NY

$106K - $146K/yr

Lead regional Service Desk leaders and teams to deliver consistent, high-quality 24/7 support ... Drive operational excellence while balancing global standards with regional business needs

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 ...

Green Thumb

Service Desk Manager

Chicago, IL · Hybrid

The Role The Service Desk Manager will manage a team of Service Desk Analysts and IT support ... This role will oversee IT support operations, ensuring high-quality service delivery and continuous ...

Chubb

Global Service Desk Leader

Jersey City, NJ

Operational Excellence & Continuous Improvement: * Build, mentor, and develop a high-performing service desk management team. * Foster a culture of continuous improvement, learning, and employee ...

Indigo IT

Service Desk Lead

Huntsville, AL · On-site

$40K - $80K/yr

Manage daily service desk operations and personnel. * Oversee incident management, request fulfillment, escalation, and problem resolution processes. * Ensure compliance with SLAs and customer ...

Peraton

Service Desk Reporting Lead

San Antonio, TX · On-site

Service Desk Reporting Lead Job Locations US-TX-San Antonio Requisition ID 2026-167142 Position ... EITSI Program Manager and Chief Operations Manager as needed. * Provide leadership and ...

Peraton

Service Desk Reporting Lead

San Antonio, TX

... EITSI Program Manager and Chief Operations Manager as needed. * Provide leadership and ... Familiar with IT and Service Desk support methodology alignment with Industry Standards. * Ability ...

Peraton

Service Desk Reporting Lead

San Antonio, TX

... EITSI Program Manager and Chief Operations Manager as needed. * Provide leadership and ... Familiar with IT and Service Desk support methodology alignment with Industry Standards. * Ability ...

mSupply

IT Service Desk Manager - US

Saint Louis, MO · Remote

$115K - $120K/hr

Reporting to the Director of IT Operations amp; Infrastructure, this role is responsible for driving operational excellence, service delivery performance, and continuous improvement across the ...

Digital Consultants, LLC

Help Desk SME

Dugway, UT · On-site

This position serves as the senior help desk resource, supporting customer service, incident resolution, workstation management, technology refresh activities, and operational readiness while ...

Koniag Government Services

Service Desk Analyst

Clarksburg, WV · On-site

$20 - $27.50/hr

The role involves managing daily service desk operations, providing IT support, and troubleshooting various technical issues. Responsibilities : • Providing answers to general IT-related questions ...

nLeague

Service Desk Integration Liaison

Atlanta, GA · On-site

Job Id: 65791 Service Desk Integration Liaison Location: On-site, 130 Trinity Ave SW 1st Floor ... operational readiness materials. * Understanding of escalation management, incident management, and ...

AMERICAN SYSTEMS

Service Desk Team Lead

Mclean, VA · On-site +1

$100K - $126K/yr

Experience managing or supporting Tier 2 and Tier 3 IT service desk operations. * Experience in engineering and technical support for enterprise IT systems. * Strong knowledge of general IT systems ...

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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 Jun 27, 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.

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.
More about Service Desk Operations Manager jobs
What cities are hiring for Service Desk Operations Manager jobs? Cities with the most Service Desk Operations Manager job openings:
What states have the most Service Desk Operations Manager jobs? States with the most job openings for Service Desk Operations Manager jobs include:
What job categories do people searching Service Desk Operations Manager jobs look for? The top searched job categories for Service Desk Operations Manager jobs are:
Service Desk Operations Manager jobs near you
Infographic showing various Service Desk Operations Manager job openings in the United States as of June 2026, with employment types broken down into 84% Full Time, and 16% Part Time. Highlights an 100% In-person job distribution, with an average salary of $94,518 per year, or $45.4 per hour.
IT Service Desk Lead

IT Service Desk Lead

Diné Development

Washington, DC • On-site

Other

Medical, Dental, Vision, Life, Retirement, PTO

Posted 11 days ago

Job description

The IT Service Desk Lead is responsible for overseeing daily enterprise IT service desk operations supporting both users and stakeholders. This role manages operational support activities across Tier 0, Tier 1, and coordinated Tier 2 support functions while ensuring delivery of high-quality customer service, incident resolution, and operational performance in accordance with contract requirements and ITIL best practices.
*This position is contingent upon contract award.*
Responsibilities:

  • Lead day-to-day service desk operations and ensure consistent delivery of enterprise IT support services.
  • Manage incident management, request fulfillment, escalation handling, and customer communications.
  • Ensure compliance with established SLAs, SOPs, quality standards, and performance metrics.
  • Supervise service desk personnel and coordinate staffing coverage during operational hours.
  • Monitor ticket queues, escalation timelines, customer satisfaction metrics, and service performance trends.
  • Coordinate with Tier 2 and Tier 3 teams to resolve complex technical issues.
  • Oversee service desk reporting, ticket documentation quality, and knowledge management activities.
  • Support onboarding of new bureaus and users into the enterprise service desk environment.
  • Manage VIP support coordination and high-priority incidents.
  • Identify recurring operational issues and implement process improvements and automation opportunities.
  • Support knowledge base development, self-service initiatives, and user communications.
  • Participate in continuity of operations and surge support activities as required.
  • Other duties as assigned.
Qualifications:
  • Years of Experience: Minimum 7 years of experience leading or managing enterprise IT service desk operations.
  • Education Level: Bachelor's degree in Information Technology, Computer Science, or related field preferred.
  • Clearance Requirements:
    • Active Top Secret Clearance required.
    • U.S. Citizenship required.
  • Certification Requirements:
    • HDI Support Manager Certification (Preferred)
    • ITIL Foundation Certification preferred.
  • Any other work-related qualifications needed for the role:
    • Demonstrated experience implementing or operating ITIL-based service desk environments.
    • Experience managing incident management systems and service desk performance metrics.
    • Strong customer service, team leadership, and communication skills.
    • Experience supporting ServiceNow or similar ITSM platforms.
    • Ability to operate effectively in fast-paced, mission-critical federal environments.
    • Support may require participation in after-hours maintenance, incident response, and on-call activities.

About Us
Diné Development Corporation (DDC) is a Navajo Nation owned family of companies that provides government agencies and commercial organizations with high-quality IT, professional, environmental, and research and development services. DDC is dedicated to empowering the Navajo Nation and communities we serve.
Benefits
Eligible full-time employees receive a comprehensive benefits package, including medical, dental, vision, life and disability coverage, retirement savings with company match, paid time off, voluntary supplemental benefits, and access to an employee assistance program. The package also includes educational assistance, with tuition reimbursement.
EEO Statement
This contractor and subcontractor shall abide by the requirements of 41 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity, national origin, or for inquiring about, discussing, or disclosing information about compensation, or any other basis prohibited by law. We participate in E-Verify.

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