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Service Desk Manager

The Excalibur Group
Washington, DC
  • Expired: October 18, 2022. Applications are no longer accepted.
The Excalibur Group is currently seeking a Service Desk Manager to join our dynamic team, supporting a federal contract in the DMV area.


The Service Desk Manager will be responsible for managing the day-to-day activities of the service desk to include ensuring members have proper access to emails and systems, performing license management, asset and inventory management, and supporting general company requirements. The SD Manager will also serve as a liaison between the Executive Leadership team and third-party service providers and vendors.

  • Provide direct end-user Tier 1 & 2 helpdesk support for both local and remote staff
  • Manage user management systems such as Active Directory/Azure AD & Microsoft Office 365
  • Maintain and troubleshoot technologies, including, but not limited to: AD, DHCP, DNS, Office 365, Servers/Workstations, VPN, cloud applications, and networking equipment
  • Monitor & Control SolarWinds IT Ticketing System
  • Maintain documentation and accountability of IT infrastructure inventory via SolarWinds
  • Manage & Deploy hardware devices via Microsoft Intune
  • Experience with requesting, preparing, and delivering/deploying desktops, laptops, WAP's, workstation devices, multi-functional printers, and software
  • Install, modify, and repair computer hardware and software including running diagnostic programs to resolve problems
  • Execute application installations, patch and driver update testing and distribution.
  • Ability to train Junior team members
  • Monitor performance of Information Technology Systems to determine cost and productivity levels, and to make recommendations for improving the IT infrastructure
  • Help define IT infrastructure strategy, architecture, and processes
  • Analyze business requirements by partnering with key stakeholders across the organization to develop solutions for IT needs
  • Manage IT Help Desk staff by recruiting, training, and coaching employees, communicating job expectations, and appraising their performance
  • Manage third-party service providers and vendors for IT equipment, licenses, and subscriptions
  • Configuration & Management of ITSM Help Desk System (SolarWinds)
  • Assess vendors and develop test strategies for new hardware and software

  • Bachelor's degree in information technology, Information Systems, or other related discipline (4 years of additional relevant experience may be substituted for education)
  • 2 years of experience in the capacity of Help Desk Manager building and supporting a team
  • 4 years of experience providing technical support services
  • 4 years of experience managing a service desk tickets to document SLA's
  • Strong customer service skills including end user requirements elicitation, and strong knowledge of Workflows
  • Strong knowledge of SolarWinds ITSM & Microsoft Intune
  • Strong knowledge of Microsoft Office 365 suite including Azure, Office, OneDrive, and SharePoint
  • Strong knowledge of other desktop products including Jira, Atlassian, Adobe Acrobat, Microsoft Teams, TeamViewer, etc.
  • Excellent written and oral communication skills.

Desired Skills and Qualifications
  • CompTIA A+, Security+, Network+ or other relevant certifications


$75k - $80k


Mon. - Fri. 8:30am - 5pm

Except Federal Holidays

*Begin remote and eventually transition onsite*


If interested in this opportunity, please apply on our website by visiting Once at the site, select the Careers tab and in the drop down menu select current positions. Once there you'll find all current Excalibur openings.

Preference will be given to all qualified applicants who live in a federally certified HUBZone.

**The Excalibur Group is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, or disability status.**

The Excalibur Group


Washington, DC
20022 USA