Service Desk Manager
Quantico, VA · On-site
Position Summary The Service Desk Manager manages the day-to-day operations and staff of the ... * Identify trends in recurring issues and lead initiatives for root-cause resolution. * Ensure ...
Service Desk Manager
Quantico, VA · On-site
Position Summary The Service Desk Manager manages the day-to-day operations and staff of the ... * Identify trends in recurring issues and lead initiatives for root-cause resolution. * Ensure ...
Service Desk Support
Winchester, VA · On-site
The project delivers enterprise IT support services that enable FBI mission operations, including ... Account management, user provisioning, access/permissions troubleshooting * Strong customer service ...
Service Desk Support
Winchester, VA · On-site
The project delivers enterprise IT support services that enable FBI mission operations, including ... Account management, user provisioning, access/permissions troubleshooting * Strong customer service ...
Service Desk Lead
Reston, VA · On-site
Service Desk Lead ID 2025-3177 Job Locations US Category Information Technology Type Regular ... HDI Support Center Manager (HDI-SCM) * Project+ or PMP * CompTIA Security+ Skills * Strong ...
Service Desk Lead
Reston, VA · On-site
Service Desk Lead ID 2025-3177 Job Locations US Category Information Technology Type Regular ... HDI Support Center Manager (HDI-SCM) * Project+ or PMP * CompTIA Security+ Skills * Strong ...
Service Desk
Vienna, VA · On-site
Service Desk Representative Kadiak LLC, a Koniag Government Services company, is seeking an ... Managing the customer's ticketing queue. * Tier 1-2 troubleshooting. * Solving issues such as ...
Service Desk
Vienna, VA · On-site
Service Desk Representative Kadiak LLC, a Koniag Government Services company, is seeking an ... Managing the customer's ticketing queue. * Tier 1-2 troubleshooting. * Solving issues such as ...
Service Desk Manager
Quantico, VA · On-site
Position Summary The Service Desk Manager oversees daily operations of the external-facing service desk, supporting customers/clients with product, technical, or account issues. This role combines ...
Service Desk Manager
Quantico, VA · On-site
Position Summary The Service Desk Manager oversees daily operations of the external-facing service desk, supporting customers/clients with product, technical, or account issues. This role combines ...
Service Desk Technician
Arlington, VA · On-site
$24 - $28.80/hr
Job Title: Service Desk Technician Location: On-Site Arlington, VA Employment Type: Full-Time ... Project Managers deliver solutions to the toughest challenges in enterprise cloud computing and ...
Service Desk Technician
Arlington, VA · On-site
$24 - $28.80/hr
Job Title: Service Desk Technician Location: On-Site Arlington, VA Employment Type: Full-Time ... Project Managers deliver solutions to the toughest challenges in enterprise cloud computing and ...
Service Desk Technician
Arlington, VA · On-site
$24 - $28.80/hr
Job Title: Service Desk Technician Location: On-Site Arlington, VA Employment Type: Full-Time ... Project Managers deliver solutions to the toughest challenges in enterprise cloud computing and ...
Quick apply
Service Desk Technician
Arlington, VA · On-site
$24 - $28.80/hr
Job Title: Service Desk Technician Location: On-Site Arlington, VA Employment Type: Full-Time ... Project Managers deliver solutions to the toughest challenges in enterprise cloud computing and ...
Service Desk/End User Services Manager
Mclean, VA · On-site
$110K - $130K/yr
... project teams on timely technology support ServiceNow administration, ticket hygiene, queue ... how service desk and asset management functions intersect Strong working knowledge of Google ...
Quick apply
Service Desk/End User Services Manager
Mclean, VA · On-site
$110K - $130K/yr
... project teams on timely technology support ServiceNow administration, ticket hygiene, queue ... how service desk and asset management functions intersect Strong working knowledge of Google ...
Service Desk Lead
Richmond, VA · On-site
This role manages weekly day-to-day service desk operations, leads shift teams, ensures quality service delivery, and serves as the primary escalation point for service desk issues. The Lead works ...
Service Desk Lead
Richmond, VA · On-site
This role manages weekly day-to-day service desk operations, leads shift teams, ensures quality service delivery, and serves as the primary escalation point for service desk issues. The Lead works ...
Service Desk/End User Services Manager
Mclean, VA · On-site
$110K - $130K/yr
... project teams on timely technology support ServiceNow administration, ticket hygiene, queue ... how service desk and asset management functions intersect Strong working knowledge of Google ...
Service Desk/End User Services Manager
Mclean, VA · On-site
$110K - $130K/yr
... project teams on timely technology support ServiceNow administration, ticket hygiene, queue ... how service desk and asset management functions intersect Strong working knowledge of Google ...
Service Desk Supervisor
Quantico, VA · On-site
Facilitate day-to-day management of customer problems, requests, and issues, providing hands-on ... Strong Service Desk background with hands-on troubleshooting experience. * ITIL v4 Foundation ...
Service Desk Supervisor
Quantico, VA · On-site
Facilitate day-to-day management of customer problems, requests, and issues, providing hands-on ... Strong Service Desk background with hands-on troubleshooting experience. * ITIL v4 Foundation ...
Service Desk Supervisor
Quantico, VA · On-site
Facilitate day-to-day management of customer problems, requests, and issues, providing hands-on ... Strong Service Desk background with hands-on troubleshooting experience. * ITIL v4 Foundation ...
Service Desk Supervisor
Quantico, VA · On-site
Facilitate day-to-day management of customer problems, requests, and issues, providing hands-on ... Strong Service Desk background with hands-on troubleshooting experience. * ITIL v4 Foundation ...
Service Desk Lead
Newington, VA · On-site
$130K - $150K/yr
Manage Service Desk personnel schedules and workload distribution. * Review, prioritize, and oversee customer incident and service request tickets. * Coordinate with technical teams and functional ...
Service Desk Lead
Newington, VA · On-site
$130K - $150K/yr
Manage Service Desk personnel schedules and workload distribution. * Review, prioritize, and oversee customer incident and service request tickets. * Coordinate with technical teams and functional ...
Service Desk Supervisor
Quantico, VA · On-site
Facilitate day-to-day management of customer problems, requests, and issues, providing hands-on ... Strong Service Desk background with hands-on troubleshooting experience. * ITIL v4 Foundation ...
Service Desk Supervisor
Quantico, VA · On-site
Facilitate day-to-day management of customer problems, requests, and issues, providing hands-on ... Strong Service Desk background with hands-on troubleshooting experience. * ITIL v4 Foundation ...
Service Desk Manager
Newington, VA · On-site
$127K - $172K/yr
As a Service Desk Manager you will help ensure today is safe and tomorrow is smarter. Our work depends on Systems Administrator Advisor joining our team to lead a team of Service Desk technicians ...
Service Desk Manager
Newington, VA · On-site
$127K - $172K/yr
As a Service Desk Manager you will help ensure today is safe and tomorrow is smarter. Our work depends on Systems Administrator Advisor joining our team to lead a team of Service Desk technicians ...
Redhorse Corporation is seeking a Service Desk Manager to work on task with their client. The ideal candidate will have experience re-engineering or setting up service desks according to industry ...
Redhorse Corporation is seeking a Service Desk Manager to work on task with their client. The ideal candidate will have experience re-engineering or setting up service desks according to industry ...
Service Desk Analyst
Arlington, VA · On-site
$23.50 - $32/hr
Strategic Operational Solutions, Inc. (STOPSO) is seeking candidates for multiple Service Desk ... IV&V), and project management. STOPSO is certified in International Organization for ...
Service Desk Analyst
Arlington, VA · On-site
$23.50 - $32/hr
Strategic Operational Solutions, Inc. (STOPSO) is seeking candidates for multiple Service Desk ... IV&V), and project management. STOPSO is certified in International Organization for ...
Service Desk Analyst
Arlington, VA · On-site
$70K - $73K/yr
Strategic Operational Solutions, Inc. (STOPSO) is seeking candidates for multiple Service Desk ... IV&V), and project management. STOPSO is certified in International Organization for ...
Service Desk Analyst
Arlington, VA · On-site
$70K - $73K/yr
Strategic Operational Solutions, Inc. (STOPSO) is seeking candidates for multiple Service Desk ... IV&V), and project management. STOPSO is certified in International Organization for ...
Service Desk Technician
Arlington, VA · On-site
$24 - $28.80/hr
Job Title: Service Desk Technician Location: On-Site Arlington, VA Employment Type: Full-Time ... Project Managers deliver solutions to the toughest challenges in enterprise cloud computing and ...
Service Desk Technician
Arlington, VA · On-site
$24 - $28.80/hr
Job Title: Service Desk Technician Location: On-Site Arlington, VA Employment Type: Full-Time ... Project Managers deliver solutions to the toughest challenges in enterprise cloud computing and ...
Service Desk Lead Jobs
Vienna, VA · On-site
Support projects for the FBI/TSC as directed by government and management. * Communicate information in a clear and effective manner when addressing customer issues with Service Desk staff.
Service Desk Lead Jobs
Vienna, VA · On-site
Support projects for the FBI/TSC as directed by government and management. * Communicate information in a clear and effective manner when addressing customer issues with Service Desk staff.
Service Desk Project Manager information
What cities in Virginia are hiring for Service Desk Project Manager jobs?
Cities in Virginia with the most Service Desk Project Manager job openings:
Service Desk Manager
Quantico, VA • On-site
ASM Research
• IT Services • 1 - 5K employees1,001 - 5,000 employees
Full-time
Posted 14 days ago
Key responsibilities
Supervise Help Desk Analysts/Technicians, including scheduling, attendance, workload distribution, and shift coverage.
Manage ticket queue to ensure SLAs are met, tickets are properly triaged, and escalations are handled promptly.
Oversee Help Desk operations, develop policies and procedures, and analyze performance metrics to report to IT leadership.
ASM Research rating
8.9
Based on 16 frontline employees who took The Breakroom Quiz
Job description
Position Summary
The Service Desk Manager manages the day-to-day operations and staff of the internal IT Help Desk, ensuring employees receive prompt, effective technical support. This role owns team performance, staffing/scheduling, and service metrics, while partnering with IT leadership on process improvements and escalations.
Key Responsibilities
Required Qualifications
Preferred Qualifications
Compensation Ranges
Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.
EEO Requirements
It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.
All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.
Physical Requirements
The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.
Disclaimer
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
The Service Desk Manager manages the day-to-day operations and staff of the internal IT Help Desk, ensuring employees receive prompt, effective technical support. This role owns team performance, staffing/scheduling, and service metrics, while partnering with IT leadership on process improvements and escalations.
Key Responsibilities
- Directly supervise Help Desk Analysts/Technicians: scheduling, attendance, workload distribution, and shift coverage.
- Conduct performance reviews, set goals, and provide ongoing coaching and disciplinary action when needed.
- Own ticket queue management - ensure SLAs are met, tickets are properly triaged, and escalations are handled promptly.
- Serve as the primary escalation contact for unresolved or high-priority technical issues.
- Recruit, interview, and onboard new Help Desk staff.
- Develop and maintain Help Desk policies, procedures, and standard operating documentation.
- Analyze performance metrics (ticket volume, resolution time, CSAT, SLA compliance) and report to IT leadership.
- Monitor and support Tier 0 (self-service/chatbot) deflection effectiveness for internal users, coordinating on trends and improvement opportunities.
- Oversee IT onboarding/offboarding processes (accounts, equipment, access provisioning).
- Manage the Help Desk's ticketing system configuration, workflows, and reporting.
- Collaborate with Network, Security, and Systems teams on incident/problem management and IT projects.
- Identify trends in recurring issues and lead initiatives for root-cause resolution.
- Ensure adherence to security and compliance policies across all support activities.
- Manage vendor/tool relationships related to help desk operations as needed.
- Maintain staffing/coverage continuity plans to sustain internal Help Desk support during facility closures.
- Coordinate day-shift-to-night/weekend handoff with the Extended Hours team to ensure continuous ticket ownership across shift transitions.
Required Qualifications
- 4-6+ years of experience in technical support/help desk operations with 2+ years of direct supervisory experience managing a support team.
- Secret Security Clearance
- Strong knowledge of Windows/macOS, Active Directory, Microsoft 365, networking fundamentals.
- Experience with ITSM/ticketing platforms (ServiceNow, Jira Service Management, Zendesk, etc.).
- Proven track record managing staff schedules, performance, and hiring.
- Excellent communication skills, both technical and interpersonal.
- Strong analytical skills with experience using metrics to drive team performance.
Preferred Qualifications
- Bachelor's degree in IT, Computer Science, or related field (or equivalent experience).
- ITIL Foundation certification.
- CompTIA A+, Network+, or Security+ certification.
- Familiarity with automation/scripting (PowerShell) for process efficiency.
Compensation Ranges
Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.
EEO Requirements
It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.
All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.
Physical Requirements
The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.
Disclaimer
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
What ASM Research employees say
Pay
Benefits
Hours and flexibility
Workplace
Get the full story on Breakroom
About ASM Research
Sourced by ZipRecruiter
Industry
It services
Company size
1,001 - 5,000 Employees
Headquarters location
Fairfax, VA, US
Year founded
1978